Helpdesk Technician

The Marwin Company•West Columbia, SC

9h•Onsite

About The Position

We are seeking a highly motivated and customer-focused Traveling Helpdesk Level 1 Technician to join our support team. This role is crucial for maintaining efficient IT operations across our key regional offices. The technician will be based out of the Columbia, SC office but will require travel to our other locations in Fort Mill, SC, Atlanta, GA, and Raleigh, NC, to provide hands-on, face-to-face technical support as needed

Requirements

5-10 years of experience in a Helpdesk or Desktop Support role.
Associate’s or Bachelor’s degree in Information Technology or a related field.
Proven ability to troubleshoot and resolve issues related to PC and Mac hardware, software, and operating systems.
Strong working knowledge of Microsoft 365 (Teams, Exchange Online, SharePoint)
Excellent customer service and interpersonal communication skills.
Ability to work independently and manage time effectively while traveling and supporting multiple locations.
Must possess a valid driver's license and be willing to travel up to 30% of the time.

Nice To Haves

Industry certifications such as CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST).
Experience with Active Directory/Azure AD for user and group management.
Prior experience using a centralized helpdesk ticketing system.

Responsibilities

Serve as the first point of contact for all technical support issues, including hardware, software, network, and peripheral problems.
Perform remote and on-site diagnosis and resolution of common issues such as password resets, software installation/updates, email configuration, and connectivity problems.
Install, configure, and troubleshoot Windows and macOS operating systems, along with common business applications (e.g., Microsoft 365/Google Workspace).
Provide basic support for network connectivity (VPN, Wi-Fi, basic IP issues) and printer/scanner functionality.
Escalate complex or unresolved issues to Level 2/3 support teams and management following defined protocols.
Perform hands-on setup and deployment of new user workstations (desktop and laptop imaging).
Assist with inventory management and tracking of all IT assets at regional offices, including procurement and disposal processes.
Support conference room A/V equipment, including troubleshooting projectors, video conferencing systems, and collaboration tools.
Create, update, and maintain detailed technical documentation and knowledge base articles for both technical staff and end-users.
Ensure all support requests are logged, tracked, and updated promptly within the helpdesk ticketing system (e.g., Zendesk, Freshdesk).
Communicate clearly and effectively with non-technical staff, providing professional and empathetic customer service.