IT Support Technician

Sproutup; Charlotte (NC); Hybrid; USD 45,000 - 65,000; Full time

Job summary

Sprout, a global IT hardware retirement provider, is seeking an IT Support Technician to deliver comprehensive support for employees and keep IT systems running smoothly.

The role covers troubleshooting hardware and software, maintaining network systems, and upholding cybersecurity measures across Sprout locations and remote users. Travel to warehouses is expected as needed.

Qualifications

• 3+ years of hands-on IT support experience (Tier 1–2).
• Provides on-site and remote IT support across Sprout locations and work-from-home users as part of normal job responsibilities.
• Strong Windows 10/11 troubleshooting (hardware, software, login issues).
• Experience with a ticketing system (ServiceNow or similar).
• Comfortable with both remote and on-site support.
• Strong documentation habits (tickets, fixes, procedures).
• Reliable transportation and valid driver’s license.
• Comfortable working in a warehouse / production environment.

Responsibilities

• Provide first-level support for users experiencing IT issues via phone, email, or in-person.
• Diagnose and resolve hardware and software problems quickly and effectively.
• Install, configure, and maintain computer systems, printers, and related peripherals.
• Assist in the setup of new user accounts and workstations.
• Maintain inventory of IT equipment and supplies.
• Monitor network performance, conduct routine maintenance, and perform system updates.
• Provide training and support to staff on software applications and IT policies.
• Document issues and resolutions to build a knowledge base and assist future troubleshooting.
• Ensure data security protocols are followed, including backups and encryption.
• Collaborate with other IT professionals on projects and improvements for infrastructure.
• Stay up-to-date on emerging technologies and best practices in IT support.

Skills

IT support experience

Windows troubleshooting

Ticketing system (ServiceNow)

Documentation

Communication with non-technical users

Driver’s license

Tools

ServiceNow

Job description

Overview

Sprout is a global IT hardware retirement provider for hyperscaler and enterprise clients. We leverage a nationwide footprint (and international partner network) combined with proprietary software to enable efficient end-to-end IT asset disposition (ITAD) with a focus on data-bearing devices from the client to the cloud. The company is headquartered in Charlotte, NC with additional operations near Sacramento, Dallas, and Boston. Sprout provides software and services to clients in the form of our IT Asset Disposition, Certified Destruction, and Responsible Recycling solutions.

Since our founding as an electronic waste startup from a Duke University dorm room in 2014, we have been expanding at an average rate of >66% each year. By adhering to our 3 values (One Sprout, Deliver Excellence, and Integrity Matters), we are proud of our culture to move at #SproutSpeed to become the emerging leader in our industry. For more information, please visit: www.sproutup.com.

The IT Support Technician will provide comprehensive technical support to our employees and ensure the smooth operation of all IT systems. The successful candidate will be responsible for troubleshooting hardware and software issues, maintaining network systems, and ensuring cybersecurity measures are upheld

Responsibilities

Key Responsibilities:

• Provide first-level support for users experiencing IT issues via phone, email, or in-person.
• Diagnose and resolve hardware and software problems quickly and effectively.
• Install, configure, and maintain computer systems, printers, and related peripherals.
• Assist in the setup of new user accounts and workstations.
• Maintain inventory of IT equipment and supplies.
• Monitor network performance, conduct routine maintenance, and perform system updates.
• Provide training and support to staff on software applications and IT policies.
• Document issues and resolutions to build a knowledge base and assist future troubleshooting.
• Ensure data security protocols are followed, including backups and encryption.
• Collaborate with other IT professionals on projects and improvements for infrastructure.
• Stay up-to-date on emerging technologies and best practices in IT support.

Qualifications

• 3+ years of hands-on IT support experience (Tier 1–2)
• Provides on-site and remote IT support across all Sprout locations and work-from-home users as part of normal job responsibilities
• Strong Windows 10/11 troubleshooting (hardware, software, login issues)
• Desktop & laptop break/fix experience (Dell/HP/Lenovo preferred)
• Experience with a ticketing system (ServiceNow or similar)
• Comfortable with both remote and on-site support
• Willing to travel to warehouses as needed
• Strong documentation habits (tickets, fixes, procedures)
• Ability to work independently with minimal supervision
• Clear communication with non-technical users
• Reliable transportation and valid driver’s license
• Comfortable working in a warehouse / production environment
• Supports IT projects under the direction of the IT Manager by executing assigned tasks and maintaining accurate tickets, documentation, and asset records

EEO – Equal Employment Opportunity

The Company is an equal opportunity employer and does not discriminate on the basis of and all qualified applicants will receive consideration for employment without regard to race, creed, color, sex, affectional or sexual orientation, gender identity or expression, gender, ethnicity, religion, national origin, ancestry, nationality, age, disability, marital status, veteran status, genetic information, or on any other basis prohibited by law (except where an attribute is a bona fide occupational qualification)