Onsite IT Services Specialist: Advanced Troubleshooter

CTC; Durham (NC); On-site; USD 55,000 - 70,000; Full time

Job summary

CTC in Durham, NC seeks an IT Services Specialist to deliver advanced troubleshooting and hands-on support for hardware, software, OS, networking, and collaboration tools. This onsite role focuses on resolving escalated incidents from the Global Helpdesk and maintaining service quality in ServiceNow.

The ideal candidate will have 3–5 years of hands-on IT experience, AWS or Azure certification, and strong customer service.

Qualifications

• 3–5 years hands-on experience troubleshooting and repairing computer hardware, software, network connectivity, and operating systems.
• Must have AWS Certified or Azure Certified.
• Proficiency with Windows OS (Windows 10+).
• Excellent written and verbal English communication; ability to explain technical issues clearly to non-technical users.

Responsibilities

• Troubleshoot and resolve complex incidents escalated from the Global Helpdesk or junior support team members.
• Diagnose, configure, and repair computer hardware, printers, software, operating systems, and network connectivity issues.
• Provide hands-on and remote support to end users, with professionalism and responsiveness.
• Perform hardware installations, maintenance, and repairs on client devices.
• Maintain clear documentation of incidents and resolutions in ServiceNow.

Skills

Windows OS

Active Directory

Azure AD

ServiceNow

Remote support

Education

AWS/Azure Certification

Tools

Intune

Microsoft Office 365

SharePoint

Zoom/Teams

Job description

CTC in Durham, NC seeks an IT Services Specialist to deliver advanced troubleshooting and hands-on support for hardware, software, OS, networking, and collaboration tools. This onsite role focuses on resolving escalated incidents from the Global Helpdesk and maintaining service quality in ServiceNow.

The ideal candidate will have 3–5 years of hands-on IT experience, AWS or Azure certification, and strong customer service.