Senior IT Support Lead - End-User Tech & Security

TRC Talent Solutions; Charlotte (NC); On-site; USD 68,000 - 83,000; Full time

Job summary

TRC Talent Solutions seeks a Senior IT Support Specialist in Charlotte to provide hands-on end-user support for desktops, laptops, mobile devices, printers, and conference room tech. The role covers problem solving, hardware/software deployment, and security best practices.

You will assist with account administration, MFA, and access requests while collaborating with vendors and MSPs to resolve issues and implement upgrades. This position requires a Bachelor's degree and 5+ years of experience.

Qualifications

• Bachelor's degree required.
• 5+ years in end-user IT support.
• Strong written and verbal communication skills.

Responsibilities

• Troubleshoot and document end-user technology issues.
• Ship, configure, and support end-user hardware and software for individuals and groups across local and remote offices, and hybrid work environments.
• Assist with user account administration, access requests, group membership, mailbox support, password resets, MFA, and basic identity-related tasks.
• Support VoIP, Teams Phone, conferencing equipment, meeting room technology, and other communication tools used throughout the organization.
• Evaluate end-user hardware, software, and cloud-based tools to determine effectiveness, usability, security, and alignment with company standards.
• Track, recommend, and perform hardware and software upgrades, replacements, and lifecycle refreshes.
• Work with third-party vendors, MSPs, software support teams, and hardware support technicians to resolve issues efficiently.
• Contribute resolutions, recommendations, and process improvement ideas to the IT team
• Promote cybersecurity best practices with end users, including phishing awareness and password security
• Assist users with approved AI-enabled tools, large language model services, and automation features with guidance on secure use.
• Participate in an after-hours on-call rotation supporting multiple locations and critical services

Skills

End-user support

Troubleshooting

Hardware support

VoIP & Teams Phone

Cybersecurity awareness

On-call rotation

Documentation

Communication skills

Education

Bachelor's Degree

Tools

VoIP systems

Teams Phone

Conference room tech

Mobile devices

Printer management

Job description

TRC Talent Solutions seeks a Senior IT Support Specialist in Charlotte to provide hands-on end-user support for desktops, laptops, mobile devices, printers, and conference room tech. The role covers problem solving, hardware/software deployment, and security best practices.

You will assist with account administration, MFA, and access requests while collaborating with vendors and MSPs to resolve issues and implement upgrades. This position requires a Bachelor's degree and 5+ years of experience.