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Help Desk Technician

Location : Charlotte, NC, 28210
Job Type : Direct
Reference Code : RW-HD
Hours : Full Time
Required Years of Experience : 3+
Required Education : Computer Science degree
Travel : No
Relocation : No
Industry : Information Technology

Job Description :

Our client is seeking a Tier I/II Help-desk Technician for an exciting full-time opportunity. This role is critical to the ongoing business of technology operations and client service. This role requires a high level of analytics and the ability to see the big picture for client needs. Problem solving, and exceptional customer service are core skills in this essential role.


  • Provide tier 1 and tier 2 support and service to internal end-users

  • Maintain ticketing system with updates and configurations

  • Repair and re-image existing laptop and desktop computers in accordance with best practices

  • Maintains a professional attitude and works with integrity and responsibility

  • Partners with clients to provide excellent service and proactively identify concerns

  • Troubleshoot and resolve all problems related to individual laptop and desktop computers in a service desk environment

  • Routes and classifies incoming service orders and handles escalations as needed

  • Installs, configures, and maintains end user software and hardware

  • Routinely solves mid to high level support requests with little to no supervision

  • Offers cross functional support for all technology needs including IT and telephony

  • Actively pursues continuous improvement and education as a technology professional

  • Works in a streamlined manner on independent and collaborative tasks


Required Qualifications :

  • 3+ years of overall IT Service Desk experience

  • MCP, A+, ITIL 4, or ITSM certification desired

  • 2+ years of experience with  installation, upgrade and repair of Windows OS, Windows 7,8,& 10 

  • High positive energy in a high tempo environment 

  • Hands-on experience within a technical environment maintaining laptop and desktop computers along with software in a networked infrastructure

  • Experience with Microsoft BitLocker



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