Help Desk Technician

Ginkgo Residential • Charlotte, NC

22h • Onsite

About The Position

As a Level 1 Help Desk Technician, you will provide frontline technical assistance to internal employees and external customers. You will resolve a range of hardware, software, and network issues, support user satisfaction, and help maintain smooth organizational operations. The position includes on-site visits to client locations at least once a week and work at the Corporate Office in Uptown Charlotte four days per week when not on-site. You will work with the IT team, take part in meetings and projects, document support activity, assist with Active Directory and Office 365, and perform after-hours server backups once per week.

Requirements

• Proven experience in technical support or a related field is advantageous but not mandatory.
• Proficiency with the Windows 11 operating system.
• Strong troubleshooting skills for diagnosing and resolving hardware and software issues.
• Critical-thinking and problem-solving abilities to address technical challenges independently and creatively.
• Excellent communication and customer service skills, including the ability to explain technical concepts clearly and patiently to non-technical users.
• Ability to work autonomously and as part of a team, with adaptability and versatility.
• Strong organizational skills and attention to detail for managing support activities and documentation.
• Flexibility to travel to client locations as needed.
• Valid driver's license.

Nice To Haves

• Experience writing and using basic scripting languages such as PowerShell is preferred but not mandatory.
• Basic knowledge of Active Directory, including user account management and group policies, is preferred.
• Familiarity with Office 365 administration and troubleshooting is a plus.

Responsibilities

• Respond to support requests by phone, email, and ticketing system, providing prompt assistance or escalating issues as needed.
• Diagnose and resolve hardware and software problems to minimize downtime.
• Visit client locations at least once per week to address issues that cannot be resolved remotely.
• Report to the Corporate Office in Uptown Charlotte four days per week when not on-site, work alongside the IT team, attend team meetings, and contribute to projects.
• Record support activities, solutions, and user interactions in the ticketing system.
• Assist with basic Active Directory tasks, including user account management and group policy adjustments.
• Administer and support Office 365 applications.
• Collaborate with IT team members to resolve complex technical challenges and support end users.
• Suggest improvements to IT processes and procedures.
• Perform after-hours server backups once per week.

Benefits

• Competitive pay with performance incentives.
• Medical, dental, and vision benefits, including company-paid coverage.
• Generous paid time off and holidays, Work Anniversary Day Off, and paid volunteer time.
• 401(k) with match.
• Stock options.
• Professional growth opportunities.
• Supportive, dynamic work environment with housing perks and parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed