Remote IT Help Desk Specialist | Windows & Network Support

GDI Infotech; Charlotte (NC); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Medical & dental insurance

Life insurance

401(k) match

Paid time off

Company cell phone

Company laptop

Remote work

Bonus opportunity

Career growth

Job summary

GDI Infotech in Charlotte, NC seeks a motivated Help Desk Support Specialist to provide exceptional technical support for our clients. You will troubleshoot hardware, software, and network issues, document incidents, and maintain high customer satisfaction.

The role involves using Autotask, logging time, remote troubleshooting with RMM tools, and guiding users with clear instructions, plus participation in an on-call rotation and IT project work.

Qualifications

• 2+ years of work experience in help desk or similar technical support role.
• Hands-on setup and troubleshooting Windows OS environments (Windows 10/11).
• Mac OS knowledge a plus.
• Proficiency in Active Directory for managing users.
• Office 365 Admin including Exchange Online management.
• Strong communication and problem-solving abilities.
• Ability to work independently and manage multiple tasks.

Responsibilities

• Provide outstanding customer service with every client interaction and maintain a professional support experience.
• Troubleshoot hardware, software, and network issues in Windows environments; Mac OS knowledge is beneficial.
• Log incidents in the service desk system (e.g., Autotask) for tracking and reporting.
• Ensure complete documentation of issues to facilitate resolution.
• Keep clients and teams updated on incident status; communicate clearly.
• Guide users through troubleshooting steps with clear, step-by-step instructions.
• Record and log time on tickets in Autotask for accurate billing and reporting.
• Perform remote troubleshooting using RMM tools to minimize onsite visits.
• Diagnose problems, escalate when needed, and participate in on-call rotations.
• Contribute to special IT projects and continuous learning to expand skills.

Skills

Customer service

Technical support

Windows OS knowledge

Mac OS knowledge

Active Directory

Office 365 Admin

Network security practices

Intune

Azure Active Directory

SharePoint Online Management

Remote troubleshooting

Communication

Problem solving

Teamwork

Tools

Autotask

RMM tools

Intune

Autopilot

Azure AD tools

SharePoint Online management tools

Job description

GDI Infotech in Charlotte, NC seeks a motivated Help Desk Support Specialist to provide exceptional technical support for our clients. You will troubleshoot hardware, software, and network issues, document incidents, and maintain high customer satisfaction.

The role involves using Autotask, logging time, remote troubleshooting with RMM tools, and guiding users with clear instructions, plus participation in an on-call rotation and IT project work.