Help Desk Technician

cairo communication systems (ccs); Raleigh (NC); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Competitive salaries

Medical and dental plans

Vision coverage

Short and long-term disability plans

Flexible spending programs

Job summary

CCS is a growing IT company that provides network integration, support, products and applications services to clients in the northeast. The Help Desk Technician is the first point of contact for employees on technology issues, providing Tier 1 support for desktops, peripherals, printing, and user-level applications, with on-site and remote assistance as needed.

Responsibilities include onboarding, offboarding, imaging and deployment, asset inventory, telephony provisioning, ERP/CRM ticket

Qualifications

• 1–3 years of help desk or desktop support experience.
• Windows 11 and Microsoft 365 support experience.
• Basic user account support and password resets; MFA assistance a plus.
• Basic connectivity troubleshooting and printer issues.
• Experience with ticketing systems and documenting cases.

Responsibilities

• End-user support (Tier 1) on-site and remote for out-of-region users during coverage window.
• Onboarding: new-hire setup, account provisioning, workstation prep.
• Offboarding and asset recovery; deprovisioning and asset updates.
• Imaging and deployment of workstations; hardware refresh.
• Maintain endpoint asset records and inventory; stock readiness.
• Telephony setup: RingCentral user provisioning and basic config.
• Support warehouse devices and ERP/CRM tickets at Tier 1.
• Document procedures and resolutions in the knowledge base.

Skills

Help desk support

Windows 11 support

Microsoft 365 support

Ticketing system

Communication

Onboarding/offboarding

Account provisioning

Empathy/customer service

Tools

ManageEngine

RingCentral

Endpoint Central

Active Directory

Job description

We are a growing IT company; a great place to start and grow your career!

CCS is a leading technology consulting firm providing best in class solutions to our clients for over 45 years. Expressed simply in our tagline – Right People, Right Results, Right Careers! Our philosophy is, in fact, an obsession that drives our behavior, our culture and our work. It’s why we put tremendous emphasis on hiring individuals that embody the principles that align with our obsession. We continue to successfully provide network integration, support services, products solutions, and applications services to our valued clients in the northeast. Our focus is simple...our goal is to make technology easy and to help our clients use it as effectively as possible.

The Help Desk Technician is the first point of contact for employees on technology issues. The technician provides desk-side and remote Tier 1 support for endpoints, peripherals, printing, conferencing, and user-level application issues; executes onboarding and offboarding; and maintains the endpoint asset inventory. All work is tracked in ManageEngine environment and performed against approved processes.

What You'll Do:

• End-user support (Tier 1): Receive, triage, resolve, and document incidents and service requests in ManageEngine — desktops, laptops, mobile devices, peripherals, printing, and conferencing/meeting-room equipment. Desk-side on site; remote support for out-of-region users during the coverage window.
• Onboarding: Execute new-hire setup per the KIOTI-approved process — account provisioning, mailbox setup, workstation preparation, peripheral and access setup.
• Offboarding and asset recovery: Account deprovisioning, equipment collection, asset record updates, and return-to-stock or disposal staging.
• Imaging and deployment: Workstation/laptop imaging, configuration, and deployment; hardware refresh execution; mobile device setup.
• Asset inventory: Maintain endpoint asset records (assignment, serial numbers, lifecycle status); keep deployable stock ready.
• Telephony (user level): RingCentral user provisioning and basic configuration — extensions, voicemail, softphone setup, headset support.
• Warehouse-area devices: Support endpoints, barcode scanners, label printers, and terminals located in warehouse areas, in compliance with KIOTI site safety requirements and PPE specifications.
• ERP/CRM first-line handling: Receive and triage user-level ERP and CRM tickets — login and access issues, client-side errors, basic how-to questions. Resolve what is resolvable at Tier 1 and elevate substantive application issues to KIOTI internal administrators. ERP/CRM administration and configuration are out of scope.
• User enablement: Guide employees on standard hardware and software usage.
• Documentation: Document procedures, resolutions, and knowledge-base articles in ManageEngine.

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What You Bring:

• 1–3 years of help desk / desktop support experience, or equivalent certifications
• Windows 11 and Microsoft 365 support experience
• Basic user account support - password resets, account lockouts, MFA assistance (exposure to Entra ID / Active Directory is a plus)
• Basic connectivity troubleshooting - Wi-Fi, wired network, and printer issues at the user level
• Experience working in a ticketing system with documented case handling
• Clear written and verbal communication with non-technical users
• General understanding of how a corporate IT environment fits together - network, servers, identity, business applications - enough to describe issues accurately and elevate to the right team. Specialist knowledge is not expected.
• Ability and willingness to learn KIOTI-specific systems and, with training and documented procedures, take on additional routine tasks in these areas over time.

Preferred, but not required:

• ManageEngine ServiceDesk / Endpoint Central experience
• Basic Exchange Online mailbox administration
• RingCentral or comparable cloud telephony administration
• Genuine interest in learning enterprise business applications (ERP/CRM) at the user-support level - prior experience not required
• Experience supporting warehouse or manufacturing environments (scanners, label printers, ruggedized devices)

#IND

CCS Offers:

• Competitive salaries
• Comprehensive benefits including:
  • Medical and dental plans
  • Company paid vision and short and long term disability plans
  • Flexible spending programs including Healthcare, Dependent