Help Desk Technician

Position Summary:The Help Desk Technician is the first point of contact for all IT-related inquiries and issues. This role is crucial in providing excellent customer service and technical support to our internal customers. The ideal candidate will be a highly motivated customer-focused individual with a strong desire to learn and contribute to a positive customer experience. This is an on-site position based in Charlotte NC requiring daily Responsibilities:Provide first-line technical support to end-customers via phone tickets and in-person for hardware software and network-related prioritize and track all support requests in the IT Service Management (ITSM) and resolve common technical problems including password resets software installations printer issues and basic network complex or unresolved issues to Level 2 technicians or other appropriate IT teams with clear and detailed basic troubleshooting of VoIP phones and other communication customers through self-help solutions and best practices for common IT to the creation and maintenance of knowledge base articles and support to IT policies procedures and security best a high level of customer satisfaction through professional and courteous :High school diploma or GED required. Associates or Bachelors degree in Information Technology Computer Science or a related field preferred.0-2 years of experience in a help desk technical support or customer service understanding of computer hardware components (desktops laptops printers).Familiarity with Windows operating systems (Windows 10/11) and Microsoft Office Suite (Outlook Word Excel PowerPoint).Basic knowledge of network concepts (TCP/IP Wi-Fi).Excellent verbal and written communication problem-solving and analytical customer service skills with a patient and empathetic to work independently and as part of a team in a fast-paced to lift and move computer equipment up to 25 be able to work on-site in our Charlotte NC office 5 days a Qualifications:CompTIA A certification or with an IT Service Management (ITSM) system (Manage Engine Service Desk Plus).Familiarity with Active Directory for user and computer understanding of mobile device support (iOS/Android).