Help Desk Support Specialist

GDI Infotech; Charlotte (NC); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical & dental insurance

Life insurance

401(k) match

Paid time off

Company cell phone

Company laptop

Remote work

Bonus opportunity

Career growth

Job summary

GDI Infotech in Charlotte, NC seeks a motivated Help Desk Support Specialist to provide exceptional technical support for our clients. You will troubleshoot hardware, software, and network issues, document incidents, and maintain high customer satisfaction.

The role involves using Autotask, logging time, remote troubleshooting with RMM tools, and guiding users with clear instructions, plus participation in an on-call rotation and IT project work.

Qualifications

• 2+ years of work experience in help desk or similar technical support role.
• Hands-on setup and troubleshooting Windows OS environments (Windows 10/11).
• Mac OS knowledge a plus.
• Proficiency in Active Directory for managing users.
• Office 365 Admin including Exchange Online management.
• Strong communication and problem-solving abilities.
• Ability to work independently and manage multiple tasks.

Responsibilities

• Provide outstanding customer service with every client interaction and maintain a professional support experience.
• Troubleshoot hardware, software, and network issues in Windows environments; Mac OS knowledge is beneficial.
• Log incidents in the service desk system (e.g., Autotask) for tracking and reporting.
• Ensure complete documentation of issues to facilitate resolution.
• Keep clients and teams updated on incident status; communicate clearly.
• Guide users through troubleshooting steps with clear, step-by-step instructions.
• Record and log time on tickets in Autotask for accurate billing and reporting.
• Perform remote troubleshooting using RMM tools to minimize onsite visits.
• Diagnose problems, escalate when needed, and participate in on-call rotations.
• Contribute to special IT projects and continuous learning to expand skills.

Skills

Customer service

Technical support

Windows OS knowledge

Mac OS knowledge

Active Directory

Office 365 Admin

Network security practices

Intune

Azure Active Directory

SharePoint Online Management

Remote troubleshooting

Communication

Problem solving

Teamwork

Tools

Autotask

RMM tools

Intune

Autopilot

Azure AD tools

SharePoint Online management tools

Job description

We are seeking a motivated and customer-oriented Help Desk Support Specialist to provide exceptional technical support for our clients in Charlotte, North Carolina. This role involves troubleshooting technical issues, providing user support, maintaining accurate records, and ensuring a high level of customer satisfaction. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work independently

Key Responsibilities

• :Provide outstanding customer service with every client interaction, ensuring a positive, professional, and efficient support experience
• .Assist users by troubleshooting and resolving issues related to hardware, software, and network problems, with a focus on Windows-based environments (but also Mac OS knowledge is beneficial)
• :Record all incidents and service requests in the service desk management platform (e.g., Autotask) to ensure efficient ticket tracking, follow-ups, and reporting
• .Ensure that all necessary details are captured to facilitate accurate documentation and problem resolution
• :Maintain clear and consistent communication with clients, internal teams, and third-party vendors, providing regular updates on incident status
• .Engage with users in a professional and empathetic manner to guide them through technical troubleshooting steps
• .Time Tracking & Reporting
• :Log all time worked on specific tickets and tasks in Autotask, ensuring accurate billing and productivity reporting
• .Remote Troubleshooting
• :Use Remote Monitoring and Management (RMM) tools to perform remote troubleshooting and issue resolution, minimizing the need for onsite visits
• .Provide clear, step-by-step instructions for users to follow, ensuring they can perform tasks with confidence
• .Problem Diagnosis & Resolution
• :Ask targeted questions to accurately diagnose and resolve problems, offering both quick fixes and longer-term solutions where necessary
• .Escalate issues that cannot be resolved at your level to higher-tier support or other relevant teams
• .On-Call Rotation
• :Participate in an on-call rotation for after-hours support, responding promptly to urgent issues or incidents
• .Special Projects & Continuous Learning
• :Work on special IT projects as assigned, including software deployments, system upgrades, and other operational tasks
• .Continuously expand your technical knowledge through training and hands-on experience, adapting to new tools, software, and systems

Preferred Requirements

• :Experience
• :2+ years of work experience in help desk support or a similar technical support role
• .Hands-on experience with setting up and troubleshooting Windows OS environments (Windows 10/11). Experience with Mac OS is a plus
• .Proficiency in Active Directory for adding and disabling users
• .Office 365 Admin experience, including managing user accounts, Exchange Online, and basic troubleshooting
• .Working knowledge of computer peripherals such as printers, scanners, and other devices
• .Technical Skills
• :Knowledge of network security practices and experience with anti-virus programs
• .Experience with Intune and Autopilot for device management and deployment
• .Basic Firewall Management: Understanding of firewall configurations and troubleshooting network-related issues
• .Azure Active Directory (Azure AD) management experience for managing users, groups, and access control
• .Experience with SharePoint Online Management, including site creation, permissions, and troubleshooting
• .Experience with remote troubleshooting and the ability to provide clear, easy-to-follow instructions for clients
• .Office 365 and Exchange Online user management (add/remove users, password resets, etc.)
• .Communication & Problem Solving
• :Strong verbal and written communication skills, with the ability to explain complex technical issues to non-technical users
• .Excellent problem-solving skills and the ability to manage multiple tasks simultaneously in a fast-paced environment
• .Certifications (Preferred but not Required)
• .Microsoft MD-102: Microsoft Certified: Windows 10 Exam
• .Network+: CompTIA Network+ Certification
• .ITIL: IT Infrastructure Library Certification

Soft Skill

• s:Customer-oriented attitude: Always focused on delivering the best service and ensuring a positive client experienc
• e.Self-motivated and reliable: Ability to work independently with minimal supervisio
• n.Adaptability: Comfortable working in a remote environment and able to stay focused during working hour

Benef

• its:Medical/Dental: Comprehensive medical and dental insurance plans to keep you and your family heal
• thy.Life Insurance: Company-paid life insurance cover
• age.401(k) Match: Company matching contribution to your retirement p
• lan.Paid Time Off: Generous paid vacation and paid holid
• ays.Company Cell Phone: A company-provided cell phone to stay connec
• ted.Company Laptop: A company-provided laptop for work-related ta
• sks.Work from Home: Enjoy the flexibility of working remot
• ely.Bonus Opportunity: Eligible for performance-based bonu
• ses.Career Growth: Opportunity to advance into an Engineering Role as you grow your skills and expertise within the comp