IT Service Desk

Southminster; Charlotte (NC); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Medical/ Dental/ Vision

403(b) match

Paid time off

Employee assistance program

Meal benefit

Fitness center

Education assistance

Tickets at Work discounts

Job summary

Southminster in Charlotte, NC seeks an entry-level IT Service Desk team member to provide responsive, high-quality support to employees and residents. You will be the first point of contact, troubleshoot first-level issues, and maintain accurate ticket records.

Ideal candidates have at least two years of relevant IT education or experience, an associate's degree or ongoing college study, and strong customer service and communication skills.

Qualifications

• Must possess an associate's degree or be currently enrolled in college or university pursuing a degree.
• Minimum of two years of relevant IT education, training, or professional IT experience.
• Entry-level IT role emphasizing customer service and problem solving.

Responsibilities

• Serve as the first point of contact for employees and residents needing technology assistance, delivering prompt, friendly support with first-call resolution.
• Troubleshoot, diagnose, and resolve first-level issues involving computers, telephones, common software applications, and other organizational technology systems.
• Create and maintain accurate ticket records, documenting incidents, troubleshooting actions, resolutions, and follow-up needs.
• Escalate complex or unresolved issues to appropriate IT team members while ensuring clear communication and continuity of service.
• Provide a positive, service-oriented technology experience that helps users use organizational systems confidently and effectively.

Skills

Customer service

Communication

Windows OS

Office 365

Active Directory

Troubleshooting

Documentation

English proficiency

Education

Associate's degree

High school diploma / GED with ongoing study

Tools

Office 365

Windows Server

Job description

paid time off, long term disability, 403(b), retirement plan

United States, North Carolina, Charlotte

We are seeking a customer focused IT Service Desk team member to provide responsive, high quality support to employees and residents. The ideal candidate enjoys solving problems, communicating clearly with users of all technical skill levels, and takes ownership of issues. This is an excellent opportunity for an entry level IT professional who values both technical troubleshooting and exceptional customer service.

Location: Onsite in Charlotte, NC

Reports to: IT Director

Southminster Benefits and Perks:

• Competitive pay
• Medical, dental, vision, life, short-term disability, and long term disability insurance
• 403(b) retirement plan with up to 6% employer match after a year of service
• Generous paid time off
• Free Employee Assistance Program
• Onsite $5 team member meal benefit
• Onsite fitness center, consignment shop, and pharmacy
• Biweekly pay through direct deposit
• Education assistance for eligible team members
• Discount on tickets, travel, etc. through Tickets at Work program

About Southminster:

We are an award winning, non-profit life plan community recognized for excellence and outstanding service. We offer independent living, assisted living, and skilled nursing on one campus. Make a difference every shift in our community where teamwork, respect, and resident centered care come first.

What You'll Do:

• Serve as the first point of contact for employees and residents needing technology assistance, delivering prompt, friendly support with an emphasis on first call resolution.
• Troubleshoot, diagnose, and resolve first-level issues involving computers, telephones, common software applications, and other organizational technology systems.
• Create and maintain accurate ticket records, documenting reported incidents, troubleshooting actions, resolutions, and follow-up needs.
• Escalate complex or unresolved technical issues to the appropriate IT team members while ensuring clear communication and continuity of service.
• Provide a positive, service oriented technology experience that helps employees and residents use organizational systems confidently and effectively.
• Support departmental objectives, IT projects, and resident technology outreach initiatives as assigned.

Qualifications:

• Must possess an associate's degree; OR a high school diploma/GED and be currently enrolled in an accredited college or university pursuing a degree.
• Minimum of two years of relevant technical education, training, or professional IT experience.

Skills and Abilities

• Demonstrated excellent customer service, hospitality, interpersonal, and verbal and written communication skills.
• Ability to provide courteous, patient, and effective technical support to end users with varying levels of technical knowledge.
• Working knowledge of Microsoft Windows operating systems, Microsoft Office applications, and Microsoft 365/Office 365 services.
• Familiarity with Active Directory, Microsoft 365, Office 365, and other Microsoft related systems, services, and administrative tools.
• Ability to support and troubleshoot desktop applications, end user devices, home internet equipment, and other common technology systems.
• Familiarity with Windows Server environments.
• Strong troubleshooting, analytical, and problem-solving abilities, with the capacity to identify issues, determine appropriate solutions, and elevate concerns when necessary.
• Ability to create and maintain clear, accurate, and timely technical documentation, support records, and knowledge base materials.
• Preferred experience of at least two years supporting Microsoft Office applications, Windows operating systems, Office 365/Microsoft 365, or comparable end user technologies.
• Ability to read, write, and speak English proficiently.
• Ability to work independently and collaboratively, manage multiple support requests, prioritize responsibilities, and adapt to changing operational needs.
• Willingness to assume additional duties and responsibilities as assigned.

Our Service Commitment

C.A.R.E. First: Centered Around Residents' Experience. Team members are expected to demonstrate this commitment in every interaction and aspect of their work.

Southminster is open year round, which will require availability to work evenings, some weekends, and holidays. Make a difference where it matters. Apply today and become a part of a team that truly cares.

Drug-free workplace. EEO & EVerify employer.