Service Desk Technician I

Catapult; Raleigh (NC); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

Profit sharing

On-call rotation

Volunteer time benefit

Job summary

ThinkTech in Raleigh/Greensboro is seeking a Service Desk Technician I to deliver first-level technical support for clients and act as the initial contact for service requests.

You will troubleshoot Windows workstations, Microsoft 365, printers, connectivity issues, and common business apps, while onboarding users and handling routine installations. This fully in-office role emphasizes clear communication and accurate ticketing in ConnectWise.

Qualifications

• Foundational IT knowledge gained through hands-on support or coursework.
• Experience troubleshooting Windows workstations, Microsoft 365, or common end-user tech.
• Strong customer service and ability to explain tech to non-technical users.
• Interest in building a long-term IT support career.

Responsibilities

• Serve as the first point of contact for client service requests by phone and ticketing system
• Troubleshoot Windows workstations, Microsoft 365, printers, connectivity issues, and common business applications
• Assist with user onboarding, account administration, software installation, and routine support requests
• Resolve issues whenever possible and escalate more complex problems appropriately
• Provide clear, professional communication throughout the support process
• Document work performed and maintain accurate ticket records in ConnectWise
• Collaborate with teammates to deliver a consistent client experience

Skills

Foundational IT knowledge

Windows troubleshooting

Microsoft 365

Customer service

Communication skills

Onsite Raleigh/Greensboro

Education

IT coursework

Technical training

Certifications

Job description

Raleigh, NC or Greensboro, NC Full-time

ThinkTech is a Managed IT Services Provider helping businesses operate more securely, efficiently, and confidently through technology.

We're looking for a Service Desk Technician I to provide first-level technical support for our clients and serve as the initial point of contact for incoming service requests.

This role is ideal for someone who enjoys helping people, solving technical problems, and is building a career in IT support. Whether you've worked in a Service Desk environment, supported users internally, or are looking for an opportunity to apply your technical training in a professional setting, this role offers exposure to a wide variety of technologies, businesses, and support challenges.

If you're the type of person who enjoys figuring things out, communicates well with others, and takes pride in helping people get back to work, we'd like to talk with you.

What You'll Do

• Serve as the first point of contact for client service requests by phone and ticketing system
• Troubleshoot Windows workstations, Microsoft 365, printers, connectivity issues, and common business applications
• Assist with user onboarding, account administration, software installation, and routine support requests
• Resolve issues whenever possible and **escalate** more complex problems appropriately
• Provide clear, professional communication throughout the support process
• Document work performed and maintain accurate ticket records in ConnectWise
• Collaborate with teammates to deliver a consistent client experience

Who Thrives Here

You'll likely succeed if you:

• Enjoy solving problems and approaching troubleshooting in a logical, methodical way
• Stay calm under pressure and can effectively prioritize competing requests
• Communicate clearly with both technical and non-technical users
• Take ownership of your work and pay attention to details, including documentation and ticket updates
• Can balance speed with quality in a fast-paced support environment
• Know when to continue working through an issue and when escalation is the right next step
• Genuinely enjoy helping people and delivering a positive support experience
• Are motivated to continue building your technical knowledge and skills

What We're Looking For

• Foundational IT knowledge gained through hands-on support experience, IT coursework, technical training, certifications, or a combination of the above
• Experience or exposure to troubleshooting Windows workstations, Microsoft 365, basic networking, or common end-user technology issues
• Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users
• A demonstrated interest in building a long-term career in IT support or managed services
• Ability to work onsite in our Raleigh or Greensboro office

Bonus Points For:

• Help Desk, Service Desk, MSP, or technical support experience
• Experience working in a ticketing system
• CompTIA A+ or Network+

Work Environment

• Fully in-office position
• Fast-paced support environment with a mix of phone and ticket-based support
• Participation in an on-call rotation (approximately one week every three months)

Compensation

• Base salary: $40,000 - $50,000
• Eligible for profit sharing
• Overtime eligibility as applicable

Why ThinkTech?

At ThinkTech, you'll gain hands‑on experience supporting a wide variety of businesses, technologies, and real‑world IT challenges. We invest in employee development through training, certifications, and continuing education, and you'll work alongside experienced teammates who are committed to helping each other learn and grow

Plus, you'll receive 16 hours of paid volunteer time each year to support causes that matter to you.

Equal Opportunity Employer

ThinkTech is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, natural hair or hairstyles, ethnicity, creed, color, sex, pregnancy, marital or familial status, sexual orientation, gender identity or expression, national origin or ancestry, veteran status, religion, age, disability, genetic information, or any other protected status.

Reasonable accommodations are available for applicants with disabilities or sincerely held religious beliefs.

Employment with ThinkTech is at-will.