IT Helpdesk Technician: Growth, Training & Benefits

Rimkus Consulting Group, Inc

Chapel Hill (NC)

On-site

USD 60,000 - 75,000

Full time

5 days ago

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Benefits offered by this job

Private Healthcare Plan

Pension Plans

Life Assurance

Leave Package

Training & Development

Employee Assistance

Job summary

Rimkus Consulting Group, Inc. is seeking an IT Helpdesk Technician to provide frontline technical support for Rimkus employees. You will troubleshoot hardware/software issues, assist with password resets, and escalate complex problems to Tier 2 teams.

The role emphasizes IT security and ITIL practices, with daily use of Microsoft 365 apps, Windows OS, and VPN. An associate degree and 2–3 years' service desk experience are required; CompTIA A+ is required and ITIL 4 Foundation is preferred.

Qualifications

Associate degree or certificate in Information Technology, Computer Science, or 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.

Responsibilities

Provide first-level technical support to Rimkus 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.