Desktop Technician

Our employee relationship managers support you throughout your engagement, providing career guidance and reemployment assistance.

About the role

We are seeking a qualified Desktop Technician to join our client’s team onsite in Charlotte, NC and provide end-user support. This role involves day-to-day local desktop support, handling inbound calls, troubleshooting hardware, software, and application issues, and documenting resolutions in a ticketing system. The technician will facilitate customer resolution, engage supervisors and managers to ensure operational consistency across all shifts within the IT Support Center, and provide break-fix support, fault diagnosis, and resolution for core operating systems and platforms.

Responsibilities

• Provide first/second level contact and problem resolution for customer issues
• Work with third-party vendors to remediate complex AV issues as needed
• Provide timely communication on issue status and resolution
• Maintain ticket updates for all reported incidents
• Install, upgrade, support, and troubleshoot Windows XP, Windows 7, Windows 8.1, Windows 10, Microsoft Office 2010, Cisco Jabber, and other authorized desktop applications
• Support Apple PC users with basic knowledge of the Mac operating system
• Install, upgrade, support, and troubleshoot printers and computer hardware
• Perform general preventative maintenance tasks on computers, laptops, and printers
• Perform remedial repairs on desktops, laptops, printers, and other authorized peripheral equipment
• Use diagnostic tools to troubleshoot network connectivity and workstation hardware/software issues
• Mentor and assist technicians in their work and provide support in resolving tickets
• Perform other duties as assigned

Requirements

• 1 to 2 years of experience in Windows Desktop support
• Bachelor’s Degree or equivalent in Computer Science or related field
• CompTIA A+ and Microsoft Certified Professional (MCP) certifications
• Minimum of 1+ years of IT experience
• Knowledge of Windows 7-10, Microsoft Active Directory, utilization of GPOs, MS Office 365, PC hardware installation and troubleshooting, enterprise anti-virus solutions, and helpdesk ticketing systems
• Experience with mobile device management including iOS and Android devices, enterprise encryption solutions, and Windows PC/laptop management via Active Directory
• Proven analytical, troubleshooting, and problem-solving skills
• Ability to multi-task, effectively determine priorities, and meet SLAs
• Excellent communication, relationship-building, and internal customer service skills
• Adaptable and flexible in a fast-changing industry and work environment
• Willing to work off-hours and weekends when required for projects or emergency support
• Broad experience in IT with a basic understanding of networks, servers, audio/visual, smart devices, and telecoms
• Ability to work in a project-based environment requiring flexibility and teamwork

Pay

The rate for this position is between $26.25 - $35.00 per hour, unless local minimum wage is higher. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits

The Company offers a comprehensive benefit package that you can elect into, including but not limited to:

• Medical, dental, and vision insurance
• Life insurance and AD&D insurance
• Disability plans
• Employee Assistance Program
• Paid holidays (up to 6 days annually)
• Paid time off (minimum of 10 days annually)
• Paid parental leave (minimum of 10 days annually)
• 401(k) retirement plan
• FSA/HSA pre-tax benefits

W2 employment only, no Corp to Corp.