Technical Support Engineer

Vaco by Highspring

Raleigh (NC)

On-site

USD 37,195 - 38,572

Full time

14 days+

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Job summary

A technology staffing company is seeking an Entry-level Desktop Support Technician in Raleigh. The role involves providing technical assistance, troubleshooting hardware and software issues, and supporting end-user systems in a fast-paced environment. Candidates should have a degree in IT or Computer Science and some customer service experience. The position offers full-time employment with a competitive salary range.

Qualifications

1-3 years of experience in a desktop support or help desk role.
Strong knowledge of Windows and/or macOS environments.
Familiarity with Active Directory and Microsoft 365.

Responsibilities

Serve as the first point of contact for technical support requests.
Diagnose and resolve basic hardware and software issues.
Troubleshoot and resolve complex technical issues.

Skills

Problem-solving

Communication

Customer service

Multitasking

Education

Associate's or Bachelor's degree in IT or Computer Science

Tools

ServiceNow

Jira

Zendesk

Job description

Overview

This range is provided by Vaco by Highspring. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$27.00/hr - $28.00/hr

Direct message the job poster from Vaco by Highspring

Job title

Director, Talent Solutions/Technology - Jacksonville

Summary

Technical Support Technician (Onsite, Hours 8am-5pm)

We are seeking a motivated and customer-focused Desktop Support Technician (Level 1/2) to provide technical assistance, troubleshoot issues, and ensure smooth operation of end-user systems. This role will handle first-line support (Level 1) and escalate or resolve more complex technical problems (Level 2) related to desktops, laptops, applications, and peripherals.

Responsibilities

Level 1 (Frontline Support):

Serve as the first point of contact for incoming technical support requests via phone, email, chat, or ticketing system.
Diagnose and resolve basic hardware and software issues (password resets, connectivity issues, printer support, application access, etc.).
Log, track, and document incidents in the IT service management system.
Escalate unresolved issues to Level 2 or higher-level support teams when necessary.
Provide step-by-step technical assistance to non-technical users.
Follow standard operating procedures (SOPs) and knowledge base documentation.

Level 2 (Advanced Support):

Troubleshoot and resolve more complex technical issues related to desktops, laptops, mobile devices, and supported applications.
Install, configure, and maintain operating systems, software, and hardware.
Perform system imaging, upgrades, patching, and security updates.
Support network connectivity issues (VPN, Wi-Fi, LAN).
Collaborate with infrastructure, network, or application teams for escalated issues.
Document solutions for recurring issues and contribute to the knowledge base.
Provide on-site support as needed, including setup and deployment of new hardware.

Qualifications

Associate's or Bachelor's degree in Information Technology, Computer Science, or equivalent experience.
1-3 years of experience in a desktop support or help desk role.
Strong knowledge of Windows and/or macOS environments.
Familiarity with Active Directory, Microsoft 365, and common business applications.
Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).
Strong problem-solving, communication, and customer service skills.
CompTIA A+, Microsoft, or ITIL certifications preferred.

Competencies