Help Desk Specialist

Job Title : Helpdesk Support Technician (Level 1)

Location : Charlotte, NC (Onsite / Hybrid options available)

Type : Contract-to-Hire / Full-time

Overview

We are seeking a Level 1 Helpdesk Support Technician to join a growing IT team supporting end users across desktop, laptop, and mobile environments. The ideal candidate will have a passion for technology, strong troubleshooting skills, and a customer-first attitude. This position provides the foundation for future growth into systems, networking, or cybersecurity roles.

Key Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network connectivity issues for desktops, laptops, and peripherals.
• Perform password resets, user account management, and basic Active Directory administration.
• Support Windows 10 / 11, Microsoft 365 (O365 / M365), and basic VPN connectivity issues.
• Escalate complex incidents to Level 2 or specialized teams following standard escalation procedures.
• Document issues, solutions, and troubleshooting steps accurately within the ticketing system (ServiceNow, Jira, or equivalent).
• Assist with onboarding / offboarding, including device setup, email configuration, and access provisioning.
• Maintain professionalism and provide exceptional customer service to end users at all times.
• Participate in routine system maintenance tasks and contribute to continuous improvement initiatives.

Required Skills & Experience

1–2 years of experience in IT support, service desk, or technical assistance (or equivalent internship / training experience).

Working knowledge of :

Preferred Qualifications