Help Desk Support Technician

Axiom Path, Inc.; Charlotte (NC); On-site; USD 48,000 - 65,000; Full time

Job summary

Axiom Path is seeking an experienced Level 1 IT Support Technician for a fully onsite role in Charlotte, NC. The position supports a diverse user base, resolving issues across desktops, printers, applications, and connectivity while promoting a professional, customer-focused service experience.

Ideal candidates have 2+ years in help desk or IT support, strong Windows and AD skills, and the ability to work five days onsite.

Qualifications

• At least two years of professional Help Desk or IT Support experience.
• Experience supporting users via phone, ticket, and in-person channels.
• Working knowledge of Windows 10/11.
• Experience troubleshooting desktops, laptops, printers, peripherals, software, and basic connectivity.
• Hands-on with Active Directory, including password resets and basic account administration.
• Experience with an IT ticketing or service management platform.
• Familiarity with Microsoft Office applications.
• Basic understanding of TCP/IP, Wi-Fi, and network connectivity.
• Strong written and verbal communication skills.
• Patient, empathetic, and professional customer service approach.
• Ability to prioritize multiple incidents in a fast-paced environment.
• High school diploma or GED; IT-related education preferred.
• Ability to lift or move computer equipment up to 25 pounds.
• Ability to work onsite in Charlotte, North Carolina, five days per week.
• CompTIA A+, ITIL or comparable certification preferred but not required.

Responsibilities

• Serve as initial point of contact for employees requesting technical assistance by phone, ticket, or in person.
• Manage an active support queue while accurately recording, prioritizing, updating, and closing incidents.
• Diagnose and resolve Level 1 and Level 1.5 issues involving desktops, laptops, printers, Microsoft applications, user accounts, connectivity, mobile devices, and communication tools.
• Perform password resets and basic user or computer administration through Active Directory.
• Use internal documentation, knowledge articles, and available technical resources to troubleshoot issues efficiently.
• Escalate unresolved incidents to Level 2 technicians or specialized IT teams with complete and useful documentation.
• Help users understand self-service options and practical steps for avoiding recurring issues.
• Contribute to knowledge base articles and support documentation.
• Follow established IT security practices, service procedures, and escalation standards.
• Maintain a professional, patient, and customer-focused approach during every interaction.

Skills

Help Desk

Active Directory

Windows 10/11

Microsoft Office

TCP/IP & Networking

Education

High School Diploma

Tools

Ticketing System

Job description

Charlotte, United States | Posted on 10/06/2026

Axiom Path is an AI-first recruiting and staffing firm delivering RPO, MSP, and direct-hire solutions to enterprise clients across the U.S. Our team of experienced recruiters, supported by purpose-built automation, moves faster and communicates better so clients get qualified talent sooner and candidates get a clear, responsive process from first contact to start date.

Job Description

Be Part Of A High-Performing Team

Join an established internal IT support organization responsible for delivering dependable technology assistance across a large, diverse portfolio of brands. The service desk operates in a collaborative, customer-focused environment where technicians work together to resolve user issues, maintain productivity, and create a positive support experience.

This team values responsiveness, clear communication, practical problem-solving, and continuous learning. The position offers exposure to a broad range of users, devices, applications, and support situations, making it a strong opportunity for an experienced Level 1 technician who wants to continue developing toward Level 2 support or another internal IT specialty.

What's In Store For You

• Standard schedule of 8:00 AM to 5:00 PM.
  
• Fully onsite position in Charlotte, North Carolina, five days per week during the contract and after conversion.
  
• Direct exposure to a wide range of desktop, hardware, access, and end-user support issues.
  
• Opportunity to grow into Level 2 support or pursue advancement within other internal IT teams.
  
• Streamlined interview process consisting of one virtual interview with the hiring leaders.
  

How You Will Make An Impact

• Serve as an initial point of contact for employees requesting technical assistance by phone, ticket, or in person.
  
• Manage an active support queue while accurately recording, prioritizing, updating, and closing incidents.
  
• Diagnose and resolve Level 1 and Level 1.5 issues involving desktops, laptops, printers, Microsoft applications, user accounts, connectivity, mobile devices, and communication tools.
  
• Perform password resets and basic user or computer administration through Active Directory.
  
• Use internal documentation, knowledge articles, and available technical resources to troubleshoot issues efficiently.
  
• Escalate unresolved incidents to Level 2 technicians or specialized IT teams with complete and useful documentation.
  
• Help users understand self-service options and practical steps for avoiding recurring issues.
  
• Contribute to knowledge base articles and support documentation.
  
• Follow established IT security practices, service procedures, and escalation standards.
  
• Maintain a professional, patient, and customer-focused approach during every interaction.
  

Requirements

Do You Bring Proven Success in Help Desk and Desktop Support?

• At least two years of professional, hands-on Help Desk, Service Desk, Desktop Support, or IT Support experience.
  
• Experience supporting users through phone, ticket, and in-person channels.
  
• Working knowledge of Windows 10 or Windows 11.
  
• Experience troubleshooting desktops, laptops, printers, peripherals, software, and basic connectivity issues.
  
• Hands-on experience with Active Directory, including password resets and basic account administration.
  
• Experience working in an IT ticketing or service management platform.
  
• Familiarity with Microsoft Outlook, Word, Excel, PowerPoint, and other commonly used workplace applications.
  
• Basic understanding of TCP/IP, Wi-Fi, and network connectivity.
  
• Strong written and verbal communication skills.
  
• Patient, empathetic, and professional customer service approach.
  
• Ability to prioritize multiple incidents and work effectively in a fast-paced support environment.
  
• High school diploma or GED required; additional education in information technology or a related field is preferred.
  
• Ability to lift or move computer equipment weighing up to 25 pounds.
  
• Ability to work onsite in Charlotte, North Carolina, five days per week.
  
• CompTIA A+, ITIL, or a comparable support certification is preferred but not required.