Help Desk Technician

Salary: $39,520 - 56,160 per year

Requirements:

• At least one year of professional IT support or comparable technical experience
• Working knowledge of Windows desktop operating systems
• Basic familiarity with Microsoft 365 applications and services
• Basic understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, and Wi‑Fi
• Ability to troubleshoot technical issues independently and research practical solutions
• Strong written and verbal communication skills
• Excellent customer service skills and the ability to explain technical concepts to non-technical users
• Ability to juggle multiple tickets and priorities in a fast-paced environment
• Ability to follow established procedures and document completed work accurately
• Willingness to learn new technologies and unfamiliar client environments
• Must be at least 18 years old
• Must be a U.S. citizen or resident alien and able to complete the enhanced background check required by the North Carolina Alarm Systems Licensing Board
• Preferred: prior MSP or IT service provider experience
• Preferred: experience supporting multiple client environments and working in a ticket-based service desk
• Preferred: experience with RMM, PSA, remote support, and documentation platforms
• Preferred: experience administering Microsoft 365, Active Directory, and Microsoft Entra ID
• Preferred: familiarity with Microsoft Intune, endpoint management, VPNs, switches, routers, firewalls, wireless access points, endpoint security, backup, cybersecurity tools, and computer repair
• Preferred: relevant certifications such as CompTIA A+, Network+, Security+, Microsoft Fundamentals, or similar

Responsibilities:

• Deliver Tier 1 technical support through phone, email, remote tools, and the ticketing system
• Troubleshoot Windows 10/11 and macOS workstation issues
• Diagnose hardware, software, operating system, and peripheral problems
• Support printers, scanners, mobile devices, monitors, docking stations, and other end-user equipment
• Resolve login, password, application, performance, and connectivity issues
• Install, configure, and troubleshoot approved business applications
• Carry out basic workstation setup, configuration, and deployment
• Support users remotely while maintaining professional communication
• Assist with Microsoft 365 applications such as Outlook, Teams, OneDrive, and SharePoint
• Troubleshoot Exchange Online and other email-related issues
• Perform user account administration, including password resets, lockouts, and access issues
• Carry out basic Active Directory and Microsoft Entra ID administration
• Support Microsoft 365 onboarding and offboarding processes
• Troubleshoot licensing, activation, and multi-factor authentication issues
• Resolve basic LAN, WAN, Wi‑Fi, and VPN connectivity problems
• Use tools such as ping, ipconfig, nslookup, and tracert for network troubleshooting
• Assist with switches, wireless access points, firewalls, and other network-connected devices
• Recognize when issues should be escalated to senior technicians or network engineers
• Support multiple client environments with differing requirements and configurations
• Work tickets according to priorities, procedures, and service expectations
• Own tickets from initial diagnosis through resolution or escalation
• Prioritize workload and communicate when support or escalation is needed
• Follow client-specific procedures and internal standard operating procedures
• Use RMM, PSA/ticketing, documentation, and remote-access platforms
• Spot recurring issues and share trends with senior technicians or service desk leadership
• Participate in an on-call rotation after the training period
• Document troubleshooting steps, findings, actions taken, and resolutions in the ticketing system
• Maintain accurate client and technical documentation
• Provide clear, professional updates throughout the support process
• Create or update internal documentation when new solutions or procedures are identified
• Record unresolved issues clearly before escalation

Technologies:

• Active Directory
• Cloud
• Hardware
• Support
• LAN
• macOS
• Microsoft 365
• Microsoft Intune
• Mobile
• Network
• Security
• SharePoint
• TCP/IP
• VPN
• Windows
• Office 365

More:

We are Haigler Systems, a North Carolina-based managed service provider delivering IT support, networking, cybersecurity, cloud, Microsoft 365, backup, and broader technology solutions to businesses across multiple industries. This is a full-time, on-site Service Desk role in Concord, NC, with Monday to Friday, 8-hour shifts, and participation in an after-hours on-call rotation following training. We offer additional on-call compensation, pay of $19 to $27 per hour depending on experience and technical proficiency, and benefits that include paid time off, paid holidays, employee discounts, professional development assistance, hands-on training, and mentorship. We focus on helping technicians build a broad IT career, with opportunities to grow into Tier 2 support, systems administration, networking, cybersecurity, cloud, project work, and other technical paths as the company expands.

last updated 34 week of 2026