IT Helpdesk Technician

Rimkus-; Chapel Hill (NC); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Private Healthcare Plan

Pension Plans

Life Assurance

Leave Package

Training & Development

Employee Assistance Programme

Job summary

Rimkus is seeking an IT Helpdesk Technician to deliver frontline support to employees across the organization in a dynamic, enterprise environment. You will troubleshoot hardware, software, OS issues, and assist with Microsoft 365 apps, Active Directory tasks, and VPN connectivity.

The role requires 2–3 years in a service desk, CompTIA A+ certification, and strong customer-facing communication. On-site operations in Chapel Hill, NC, with potential for growth and professional development.

Qualifications

• Associate degree, diploma, or certificate in Information Technology or related field; equivalent combo may be considered.
• 2–3 years of experience in a Service Desk, Help Desk, Desktop Support, or similar IT support role.
• CompTIA A+ certification required.
• ITIL 4 Foundation certification preferred.
• Microsoft certifications (MSCE/365) are assets.
• Experience supporting Windows OS and hardware.
• Experience with Microsoft 365 applications.
• Working knowledge of Active Directory and user administration.
• Basic networking concepts such as TCP/IP, DNS, DHCP, Wi-Fi, VPN.
• Experience with IT service management or ticketing systems.
• Familiarity with IT security best practices.
• Ability to explain technical info clearly to users at all levels.
• Eligible to work in the United States.
• Experience with VDI or endpoint management tools is a plus.

Responsibilities

• Provide first-level technical support to employees via phone, email, chat, and ticketing system.
• Troubleshoot and resolve common hardware, software, OS, printing, and connectivity issues.
• Support Windows laptops/desktops, monitors, printers, mobile devices, and peripherals.
• Assist with Microsoft 365 apps: Outlook, Teams, Word, Excel, OneDrive.
• Assist users with password resets, access, and Active Directory tasks.
• Troubleshoot VPN, Wi‑Fi, network connectivity, and remote access issues.
• Install, configure, and maintain computers, software, and peripherals.
• Maintain accurate IT tickets with troubleshooting notes and resolutions.
• Escalate complex issues to Tier 2 or other teams as needed.
• Follow IT support procedures, standards, and security policies.
• Assist with onboarding/offboarding and equipment preparation.
• Maintain IT asset records and documentation.
• Contribute to knowledge base and support documentation.
• Participate in IT projects and system deployments.
• Collaborate to identify recurring issues and improve processes.
• Provide professional, timely, customer-focused support to all staff.

Skills

First-level support

Windows troubleshooting

Microsoft 365

Active Directory

Networking basics

VPN & remote access

IT ticketing system

IT security best practices

Customer service

Communication skills

Education

Associate degree or higher in IT

Tools

IT ticketing software

VDI / remote desktop

Microsoft 365 admin tools

Job description

Join Rimkus and unlock your potential with endless opportunities for growth, learning, and making a difference!

Rimkus is a worldwide leader in Engineering and Technical Consulting. Rimkus experts specialize in building envelope, engineering, forensic consulting, dispute resolution, construction management services, and solutions built for the environment.

NOW IS THE TIME to join this growing and stable company!

The IT Helpdesk Technician provides frontline technical support to Rimkus employees across the organization. This position is responsible for responding to user requests, troubleshooting hardware and software issues, resolving common technical problems, and escalating more complex issues to the appropriate IT teams.

Duties and Responsibilities

• Provide first-level technical support to employees by phone, email, chat, and through the IT ticketing system.
• Troubleshoot and resolve common hardware, software, operating system, printing, and connectivity issues.
• Support Windows laptops, desktops, monitors, printers, mobile devices, and other IT equipment.
• Provide support for Microsoft 365 applications, including Outlook, Teams, Word, Excel, and OneDrive.
• Assist users with password resets, account access, permissions, and basic Active Directory tasks.
• Troubleshoot VPN, Wi-Fi, network connectivity, and remote-access issues.
• Install, configure, update, and maintain computers, software, and peripheral equipment.
• Create, update, and maintain IT support tickets with accurate troubleshooting notes and resolution details.
• Escalate issues that cannot be resolved at Tier 1 to the appropriate Tier 2, infrastructure, security, or application support teams.
• Follow established IT support procedures, standards, and security policies.
• Assist with new employee onboarding, including computer setup, software installation, account access, and equipment preparation.
• Assist with employee offboarding by collecting equipment and following established account and access procedures.
• Maintain accurate IT asset and equipment records.
• Contribute to and maintain the IT knowledge base and support documentation.
• Participate in IT projects, technology implementations, equipment testing, software upgrades, and other departmental initiatives.
• Work collaboratively with other IT team members to identify recurring issues and improve service desk processes.
• Provide professional, timely, and customer-focused support to employees at all levels of the organization.
• Protect confidential company and employee information and follow IT security best practices.
• Perform other IT support duties and projects as assigned.

• Associate degree, diploma, or certificate in Information Technology, Computer Science, or a related field; equivalent combination of education and relevant experience may be considered.
• 2–3 years of experience in a Service Desk, Help Desk, Desktop Support, or similar IT support role.
• CompTIA A+ certification required.
• ITIL 4 Foundation certification preferred.
• Microsoft certifications or MCSE/Microsoft 365 certifications are considered an asset.
• Experience supporting Windows operating systems and general computer hardware and software.
• Experience supporting Microsoft 365 applications.
• Working knowledge of Active Directory and user account administration.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and network connectivity troubleshooting.
• Experience troubleshooting laptops, desktops, monitors, printers, and other computer peripherals.
• Experience using an IT service management or ticketing system.
• Experience following IT support practices and IT security best practices.
• Experience supporting employees at all levels of the organization and explaining technical information clearly to users with different levels of technical knowledge.
• Eligibility to work in the United States.
• Experience with VDI, remote desktop technologies, or endpoint management tools is an asset.

Physical Demands

Standard office environment. The position may require occasional lifting, moving, or setting up of computer equipment and other IT hardware.

Overtime

Occasional overtime may be required based on business needs, IT projects, system implementations, or urgent technical issues.

Travel Requirements

• In Field: Occasional travel to Rimkus offices or locations may be required for equipment deployment, troubleshooting, or IT projects.

• Competitive salary of 60000-75000 USD/year
• Private Healthcare Plan
• Pension Plans
• Life Assurance
• Leave Package
• Training & Development
• Employee Assistance Programme - Counseling