Help Desk Technician (Hybrid)

Advantage Surveillance LLC; Kannapolis (NC); Hybrid; USD 27,552 - 30,307; Full time

Job summary

Advantage Surveillance LLC in Kannapolis, NC is hiring a Help Desk Technician (Tier 1) to provide timely IT support and end-user assistance. This hybrid role covers on-site and remote support, with a schedule of Monday–Friday, 10:00 AM–6:00 PM EST in the Charlotte, NC area.

The ideal candidate will have 1 year of IT help desk experience, strong Windows/Azure/M365 knowledge, basic networking, and experience with ITSM ticketing systems. Strong communication and attention to detail are essential.

Qualifications

• 1 year of Help Desk or IT Support experience
• Strong knowledge of Windows OS, Azure and Microsoft 365 Applications
• Basic networking knowledge (Wi-Fi, DNS, VPN)
• Experience with ticketing systems (ITSM tools)
• Strong communication and problem-solving skills
• High attention to detail and organizational skills

Responsibilities

• Provide first-level technical support via phone, email, remote tools, and in person
• Troubleshoot Windows devices, Microsoft 365, printers, and basic networking issues
• Monitor, log, prioritize, and resolve help desk tickets
• Escalate advanced issues with proper documentation
• Install, configure, and support hardware and software
• Assist with device imaging, deployment, and asset/inventory tracking
• Document work, resolutions, and follow IT policies and procedures
• Assist with onboarding tasks and collaborate with the IT team

Skills

Strong communication

Problem solving

Attention to detail

Customer service

Education

Associate's degree in information technology

Tools

ITSM tools

Remote support tools

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Help Desk Technician (Hybrid)

Kannapolis, NC, US

4 days ago Requisition ID: 2343

Salary Range: $20.00 To $22.00 Annually

Department: Information Technology

Reports To: IT Manager / Systems Administrator

Location: Hybrid (3 days on-site / 2 days remote - Charlotte, NC area)

Schedule: Monday - Friday, 10:00 AM - 6:00 PM EST

Hourly Rate: $20-$22 an hour

Position Summary

The Help Desk Technician (Tier 1) serves as the first point of contact for all IT support requests and delivers timely, high-quality technical assistance to end users. This role focuses on troubleshooting routine issues, managing support tickets, and ensuring consistent user support across systems, applications, and devices.

Key Responsibilities

• Provide first-level technical support via phone, email, remote tools, and in person
• Troubleshoot Windows devices, Microsoft 365, printers, and basic networking issues
• Monitor, log, prioritize, and resolve help desk tickets
• Escalate advanced issues with proper documentation
• Install, configure, and support hardware and software
• Assist with device imaging, deployment, and asset/inventory tracking
• Document work, resolutions, and follow IT policies and procedures
• Assist with onboarding tasks and collaborate with the IT team

Required Qualifications

• 1 year of Help Desk or IT Support experience
• Strong knowledge of Windows OS, Azure and Microsoft 365 Applications
• Basic networking knowledge (Wi-Fi, DNS, VPN)
• Experience with ticketing systems (ITSM tools)
• Strong communication and problem-solving skills
• High attention to detail and organizational skills

Preferred Qualifications

• Associate's degree in information technology or related field
• Experience with remote support tools
• Experience working in a 24/7 on-call schedule