IT Service Desk

Nationwide Marketing Group LLC•Winston-Salem, NC

7h•Onsite

About The Position

The IT Service Desk plays a key role in developing, maintaining, and improving systems, policies, and procedures that support a remote workforce. This role requires strong attention to detail, a customer-focused mindset, and a commitment to identifying and resolving the root cause of technical issues. Beyond resolving immediate user concerns, the IT Service Desk proactively builds scalable solutions, documentation, and processes to improve efficiency, reduce recurring issues, and enhance the overall support experience. This position is classified as on-site and requires the employee to report to NMG’s Winston-Salem, North Carolina office five (5) days per week for the full duration of their scheduled shift. Remote or hybrid work arrangements are not available for this role. The position also requires participation in an on-call rotation, which may include evenings, weekends, or holidays, as business needs dictate. Work schedules and on-call requirements are subject to change based on operational needs, in accordance with applicable laws.

Requirements

Basic understanding of IT fundamentals
Hands-on experience supporting users in a Windows-based environment, including troubleshooting hardware, software, and operating system issues
Strong customer service orientation communicating technical information clearly to non-technical users
Experience documenting issues, resolutions, and support activities using ticketing or service management systems
Problem-Solving & Troubleshooting: Demonstrates the proficiency to diagnose technical issues, analyze root causes, and implement effective solutions in a timely manner.
Research & Continuous Improvement: Proactively researches unfamiliar issues, tools, and technologies to design practical, scalable solutions.
Collaboration & Service Orientation: Works effectively with end users and internal teams to resolve issues while maintaining a high standard of service and responsiveness.
Learning Agility & Growth Mindset: Shows a strong desire to learn, adapt, and expand technical expertise to meet evolving business and technology needs.
Communication & Interpersonal Skills: Communicates clearly and professionally with users of varying technical skill levels; builds rapport and maintains a customer-focused, approachable demeanor.
Task and Time Management: Effectively prioritizes and manages multiple tasks in a fast-paced environment

Nice To Haves

Working knowledge of IT infrastructure and endpoint fundamentals
Foundational hardware and software troubleshooting skills
Basic experience with IT ticketing and/or asset management systems
Introductory knowledge of networking concepts (IP addresses, DNS, basic connectivity)
Familiarity with user account management in Active Directory and Microsoft 365
Exposure to remote access and support tools
General awareness of IT security fundamentals, including common threats and best practices

Responsibilities

Provides first-level technical support to end users across hardware, software and network systems
Primary point of contact for IT related issues, requests and tickets
Troubleshoots hardware, software and endpoint connectivity issues
Assists users with account setup, passwords and permissions
Documents issues, resolutions and procedures in IT workspaces
Install, configure, and maintains operating systems and standard applications
Identifies issues, and effectively problem solves as issues occur
Assist Systems Administrators with projects and tasks as required
Participation in an on-call rotation is required to support operational continuity and timely service delivery

Benefits

Competitive base pay and performance bonus, dependent on role
Medical, dental, and vision benefits with low-cost coverage options
Employer paid basic life and AD&D
Employer paid short-term and long-term disability
MetLife supplemental insurance options
Matching 401(k) with 100 percent vesting
Open PTO policy, paid holidays, and ten weeks of paid parental leave
Business casual work environment
Rewards and recognition platform where you can earn points and redeem for merchandise
Discounts on electronics, cell phones, travel, wellness, health and auto, pet insurance, and more