Onsite Help Desk Technician: Grow to Level 2 IT

Zohorecruit

Charlotte (NC)

Sur place

USD 48 000 - 65 000

Plein temps

Il y a 5 jours

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Résumé du poste

Axiom Path is seeking an experienced Level 1 IT Support Technician for a fully onsite role in Charlotte, NC. The position supports a diverse user base, resolving issues across desktops, printers, applications, and connectivity while promoting a professional, customer-focused service experience.

Ideal candidates have 2+ years in help desk or IT support, strong Windows and AD skills, and the ability to work five days onsite.

Qualifications

At least two years of professional Help Desk or IT Support experience.
Experience supporting users via phone, ticket, and in-person channels.
Working knowledge of Windows 10/11.
Experience troubleshooting desktops, laptops, printers, peripherals, software, and basic connectivity.
Hands-on with Active Directory, including password resets and basic account administration.
Experience with an IT ticketing or service management platform.
Familiarity with Microsoft Office applications.
Basic understanding of TCP/IP, Wi-Fi, and network connectivity.
Strong written and verbal communication skills.
Patient, empathetic, and professional customer service approach.
Ability to prioritize multiple incidents in a fast-paced environment.
High school diploma or GED; IT-related education preferred.
Ability to lift or move computer equipment up to 25 pounds.
Ability to work onsite in Charlotte, North Carolina, five days per week.
CompTIA A+, ITIL or comparable certification preferred but not required.

Responsabilités

Serve as initial point of contact for employees requesting technical assistance by phone, ticket, or in person.
Manage an active support queue while accurately recording, prioritizing, updating, and closing incidents.
Diagnose and resolve Level 1 and Level 1.5 issues involving desktops, laptops, printers, Microsoft applications, user accounts, connectivity, mobile devices, and communication tools.
Perform password resets and basic user or computer administration through Active Directory.
Use internal documentation, knowledge articles, and available technical resources to troubleshoot issues efficiently.
Escalate unresolved incidents to Level 2 technicians or specialized IT teams with complete and useful documentation.
Help users understand self-service options and practical steps for avoiding recurring issues.
Contribute to knowledge base articles and support documentation.
Follow established IT security practices, service procedures, and escalation standards.
Maintain a professional, patient, and customer-focused approach during every interaction.