Desktop Support Technician

VXI Global Solutions•Charlotte, NC

1d•$41,600•Onsite

About The Position

We are seeking a reliable, experienced Mid-Level Desktop Support Technician to join our IT Operations team. This role is responsible for providing technical support across a high-volume call center environment, ensuring agents, supervisors, and administrative staff maintain optimal workstation performance. The ideal candidate is detail-oriented, customer-focused, and capable of managing multiple priorities in a fast-paced setting.

Requirements

Minimum 5 years of hands-on Desktop Support experience.
Strong knowledge of Windows 10/11 OS, system logs, and troubleshooting tools.
Experience with Windows Deployment Services (WDS).
Ability to work through ticket queues and meet SLAs.
Excellent written and verbal communication.
Experience installing software, hardware, and performing upgrades.
Experience troubleshooting VoIP and softphone applications.
Familiarity with Active Directory basics.
Experience with remote support tools.
Understanding of call-center workstation performance needs.
Strong customer service mindset
Ability to manage multiple tasks
Self-motivated and able to work independently or as part of a team
High attention to detail
Excellent problem-solving and time-management skills
No active PIP within the last 6 months
Good Attendance Record, 85% or higher for the last 90 days
QA Scores, 85% or higher average for the last 90 days
LOB KPIs at or above goal for the last 90 days
For lateral transfers, 6 months in current role/LOB
For promotions, no minimum tenure required
Must be located onsite in Charlotte, NC.

Nice To Haves

Experience supporting RingCentral, Genesys Cloud, or similar platforms.
Familiarity with PDQ Deploy/Inventory, Intune, SCCM.
Basic understanding of network topologies and VPN clients.
Experience supporting Chrome browser tools.
Knowledge of asset management systems.
Prior call center IT experience.

Responsibilities

Troubleshoot and resolve issues with Windows PCs, including OS-level errors, application performance, drivers, and user profiles.
Deploy, image, and configure systems using Windows Deployment Services (WDS) or similar imaging tools.
Work support tickets end-to-end within a ticketing system, ensuring timely resolution and clear communication.
Communicate effectively via email, chat, and in person with users and team members.
Document troubleshooting steps, resolutions, and workarounds thoroughly and accurately.
Install, configure, and maintain software and hardware, including desktops, laptops, peripherals, and specialized call-center equipment.
Troubleshoot VoIP systems, softphones, and headset/audio issues.
Perform regular inventory management for PCs and peripherals.
Support new-hire setup, workstation preparation, and onboarding processes.
Participate in break/fix tasks, device refresh cycles, and equipment moves (IMAC).
Provide basic network troubleshooting.
Assist with printer installations, driver updates, and troubleshooting.
Follow IT policies, security protocols, and data-handling standards.