IT Service Desk Specialist II — End-User Support Pro

SMART IT People; Charlotte (NC); On-site; USD 40,000 - 50,000; Full time

Job summary

SMART IT People has an onsite contract-to-hire opportunity in Charlotte, NC for an IT Service Desk Specialist II. The role supports local end users and enterprise-wide IT inquiries, diagnosing and resolving issues to ensure high customer satisfaction.

The ideal candidate has a technical degree and 1–3 years of Level 1 support experience, with strong communication and problem-solving skills. This position emphasizes timely incident resolution and thorough ticket documentation.

Qualifications

• Technical degree in Information Systems, Computer Science or related field.
• 1–3 years of Level 1 remote and desk-side end user support; 2–4 years preferred.
• Experience with Windows, macOS, iOS and iPadOS.
• Knowledge of M365, Teams, SharePoint and OneDrive.
• Excellent verbal and written communication.
• Strong troubleshooting and problem-solving abilities.
• Customer-centric, responsive service mindset.

Responsibilities

• Provide on-site and remote IT support to end users; diagnose and resolve issues.
• Escalate complex problems with clear information and timelines.
• Document detailed notes in the ticketing system for reference.
• Communicate with users via phone, email, and chat to ensure understanding.
• Maintain asset tracking and lifecycle management for hardware/software.

Skills

End user support

Communication

Troubleshooting

Customer service

Remote support

Education

Technical degree in Information Systems or Computer Science

Tools

Windows

macOS

iOS

iPadOS

Microsoft 365

Teams

SharePoint

OneDrive

Job description

SMART IT People has an onsite contract-to-hire opportunity in Charlotte, NC for an IT Service Desk Specialist II. The role supports local end users and enterprise-wide IT inquiries, diagnosing and resolving issues to ensure high customer satisfaction.

The ideal candidate has a technical degree and 1–3 years of Level 1 support experience, with strong communication and problem-solving skills. This position emphasizes timely incident resolution and thorough ticket documentation.