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 seeks an IT Helpdesk Technician to provide frontline support across the organization, handling user requests, troubleshooting hardware and software, and escalating complex issues to Tier 2 teams.

You will support Windows devices, Microsoft 365 apps, Active Directory, VPN, and network connectivity while helping with onboarding and offboarding, maintaining assets and the knowledge base.

Qualifications

• Associate degree or equivalent in IT or related field.
• 2-3 years in service/help desk or desktop support.
• CompTIA A+ certification required.
• ITIL 4 Foundation preferred.
• Experience with Windows and Microsoft 365.
• Active Directory user administration.
• Networking basics (TCP/IP, DNS, DHCP, VPN).
• Ability to explain technical information to non-technical users.
• Eligibility to work in the United States.
• Experience with VDI or endpoint management is a plus.

Responsibilities

• Provide first level IT support via phone, email, chat, and ticketing.
• Troubleshoot hardware, software, OS, printing, and connectivity issues.
• Support Windows laptops, desktops, monitors, printers, and mobile devices.
• Assist with onboarding and offboarding and manage assets.
• Escalate complex issues to Tier 2 teams and follow IT procedures.
• Maintain IT knowledge base and support documentation.

Skills

Windows OS

Microsoft 365

Active Directory

IT security

Customer support

Network troubleshooting

Ticketing system

Education

Associate degree in IT or related field

Tools

Ticketing system (ITSM)

VDI/Remote Desktop

Endpoint management

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

Requirements

• 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

Benefits

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