Help Desk Support Technician

Axiom Path • Charlotte, NC

3d • Onsite

About The Position

Join an established internal IT support organization responsible for delivering dependable technology assistance across a large, diverse portfolio of brands. The service desk operates in a collaborative, customer-focused environment where technicians work together to resolve user issues, maintain productivity, and create a positive support experience. This team values responsiveness, clear communication, practical problem-solving, and continuous learning. The position offers exposure to a broad range of users, devices, applications, and support situations, making it a strong opportunity for an experienced Level 1 technician who wants to continue developing toward Level 2 support or another internal IT specialty.

Requirements

• At least two years of professional, hands-on Help Desk, Service Desk, Desktop Support, or IT Support experience.
• Experience supporting users through phone, ticket, and in-person channels.
• Working knowledge of Windows 10 or Windows 11.
• Experience troubleshooting desktops, laptops, printers, peripherals, software, and basic connectivity issues.
• Hands-on experience with Active Directory, including password resets and basic account administration.
• Experience working in an IT ticketing or service management platform.
• Familiarity with Microsoft Outlook, Word, Excel, PowerPoint, and other commonly used workplace applications.
• Basic understanding of TCP/IP, Wi-Fi, and network connectivity.
• Strong written and verbal communication skills.
• Patient, empathetic, and professional customer service approach.
• Ability to prioritize multiple incidents and work effectively in a fast-paced support environment.
• High school diploma or GED required.
• Ability to lift or move computer equipment weighing up to 25 pounds.
• Ability to work onsite in Charlotte, North Carolina, five days per week.

Nice To Haves

• Additional education in information technology or a related field is preferred.
• CompTIA A+, ITIL, or a comparable support certification is preferred but not required.

Responsibilities

• Serve as an initial point of contact for employees requesting technical assistance by phone, ticket, or in person.
• Manage an active support queue while accurately recording, prioritizing, updating, and closing incidents.
• Diagnose and resolve Level 1 and Level 1.5 issues involving desktops, laptops, printers, Microsoft applications, user accounts, connectivity, mobile devices, and communication tools.
• Perform password resets and basic user or computer administration through Active Directory.
• Use internal documentation, knowledge articles, and available technical resources to troubleshoot issues efficiently.
• Escalate unresolved incidents to Level 2 technicians or specialized IT teams with complete and useful documentation.
• Help users understand self-service options and practical steps for avoiding recurring issues.
• Contribute to knowledge base articles and support documentation.
• Follow established IT security practices, service procedures, and escalation standards.
• Maintain a professional, patient, and customer-focused approach during every interaction.

Benefits

• Six-month contract-to-hire opportunity.
• Standard schedule of 8:00 AM to 5:00 PM.
• Fully onsite position in Charlotte, North Carolina, five days per week during the contract and after conversion.
• Direct exposure to a wide range of desktop, hardware, access, and end-user support issues.
• Opportunity to grow into Level 2 support or pursue advancement within other internal IT teams.
• Streamlined interview process consisting of one virtual interview with the hiring leaders.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED