IT Help Desk Operator

S&Me•Brentwood, NC

19d

About The Position

S&ME is looking for a motivated and passionate Help Desk Operator to join our Information Technology (IT) team to support the whole company. You may reside anywhere within our footprint. Are you ready to contribute your education and knowledge to meaningful projects? Join us at S&ME! As a Help Desk Operator , you will be the first point of contact for technical support requests, ensuring timely assistance and troubleshooting for internal users. In this role, you'll help drive the successful rollout of Luma AI by resolving hardware, software, and network issues, documenting support interactions, and collaborating with IT team members to implement long-term solutions. This position offers an excellent opportunity to build foundational IT skills while delivering exceptional customer service and supporting innovative technology initiatives.

Requirements

An Associate's degree in computer science, information technology, or related field required, or equivalent combination of education and experience
Strong knowledge of Windows operating systems and Microsoft Office suite
Familiarity with basic networking concepts and troubleshooting techniques
Candidates must comply with our Fleet Management, Substance Policy, and Reference Check requirements.
Only candidates with valid employment eligibility (I-9) will be considered.
Visa assistance is not available.

Nice To Haves

Experience in a technical support role or similar customer service position with demonstrated proficiency in troubleshooting complex IT issues, a plus
Relevant certifications (e.g., CompTIA A+, Microsoft Certified Professional), a plus

Responsibilities

First-Level Support: Provide technical assistance to end users via phone, email, or ticketing system, ensuring prompt and courteous service.
Issue Troubleshooting: Diagnose and resolve hardware, software, and network problems using advanced troubleshooting techniques and tools.
Documentation & Escalation: Record all support interactions, including issue details and resolution steps, and escalate complex issues when necessary.
Account & System Management: Assist with user account setup, password resets, access permissions, and routine system maintenance tasks.
User Education & Collaboration: Educate end users on basic troubleshooting and best practices, while working with IT teams to identify recurring issues and implement long-term solutions.

Benefits

Medical, Dental & Vision Plans with HSA and FSA options - with no medical premium increase in 2026
Wellness Program - $50 off per month on your 2027 premiums!
Pet Insurance
Term Life & Long-Term Care Coverage - available Spring 2026
100% Employee Stock Ownership Plan (ESOP) with a 5% company contribution
401(k) Retirement Plan
Paid Holidays and Paid Time Off (PTO) - with rollover options
Paid Maternity & Paternity Leave
Mentorship & Career Development Programs
Credential Incentive Program - get rewarded for advancing your skills
Tuition Reimbursement
Employee Recognition Program
Company Vehicle & Fuel Card - for project-based roles
$2,000 Employee Referral Bonuses - and more!