IT Service Desk Technician

Intratek Computer INC; Charlotte (NC); Hybrid; USD 25,000 - 36,000; Full time

Benefits offered by this job

Medical benefits

Paid vacation

Paid holidays

Job summary

Intratek Computer, Inc. seeks an IT Service Desk Technician for remote IT support in Charlotte, NC. Training is on-site for the first two weeks, with subsequent remote work.

The role involves phone support across multiple departments and Office 365 tasks, including troubleshooting and user assistance. Candidates should have strong customer service skills, knowledge of Windows 10/11, and familiarity with Office 365 apps. Training schedules vary by shift (first and third shifts available).

Qualifications

• Experience answering Tier 1 tech support in a call center
• Proficient with Office 365 suite (Excel, Word, PowerPoint, Outlook, Teams)
• Strong communication and active listening skills

Responsibilities

• Answering Tier 1 technical support questions in a call center environment
• Record incidents and resolutions in the ticketing system (Cherwell / Ivanti Neurons ITSM)

Skills

Customer service

Windows 10/11

Office 365

Remote help desk experience

Tools

Cherwell

Ivanti Neurons ITSM

Job description

Job description: Intratek Computer, Inc., an Irvine, California based company, was founded and incorporated in 1989 as a computer service, support, and networking firm to provide state-of-the-art customized information technology solutions. From our many offices nationwide we have comprehensive experience providing IT support services, including hardware and software support, maintenance and repair, programming, networking, web design and development, and helpdesk implementation and management.

Intratek Computer, Inc. seeks an IT Service Desk Technician for remote IT support in Charlotte, NC.

• IT Service Desk Technician (phone support)
• Remote (first 2 weeks of training will be on-site)
• Charlotte, NC
• Pay rate depends on experience
• Medical benefits
• Paid vacation
• Paid holidays

Please note that training typically happens Monday-Friday 8am-5pm for the first 2 weeks.

Multiple openings are available:

• First shift : Monday -Friday 7 am to 4 pm
• 3rd shift : Sunday through Thursday, 11 pm to 7 am the next day. (off Friday night and Saturday night)

ESSENTIAL FUNCTIONS:

• Answering Tier 1 technical support questions in a call center environment
• Accurately record support incidents and resolutions within ticketing system (currently Cherwell soon to be Ivanti Neurons ITSM)

ESSENTIAL DUTIES:

• Answering phones from end users across 21 departments providing technical support on department specific applications, in addition to Enterprise level support for Office 365

EXPERTISE WITH THE FOLLOWING TECHNOLOGIES (REQUIRED):

• Good customer service skills: (ie. telephony skills, communication skills, active listening and customer-care)

• Knowledge and understanding of Windows 10, 11
• Working knowledge of Microsoft Office 365: (Excel, Word, PowerPoint, Outlook, Teams)

DESIRED KNOWLEDGE/SKILLS:

• Service desk experience in a remote technical call center
• Self-discipline and ability to learn and adapt in an ever-changing environment
• Office 365 support

Equal Opportunity Employer:

Intratek Computer Inc. is an equal opportunity employer. “All qualified applicants will receive consideration for employment without regard to their race, religion, ancestry, national origin, sex, sexual orientation, age, disability, marital status, domestic partner status, or medical condition.”

Veterans Preference:

Special preference will be given returning war veterans when hiring new employees in an attempt to recognize their service, sacrifice, and skills.