IT Help Desk Technician

Position Summary:The Help Desk Technician is the first point of contact for all IT-related inquiries and issues.

This role is crucial in providing excellent customer service and technical support to our internal customers.

The ideal candidate will be a highly motivated, customer-focused individual with a strong desire to learn and contribute to a positive customer experience.

This is an on-site position based in Charlotte, NC, requiring daily attendance.

Key Responsibilities:


* Provide first-line technical support to end-customers via phone, tickets, and in-person for hardware, software, and network-related issues.


* Log, prioritize, and track all support requests in the IT Service Management (ITSM) system.


* Diagnose and resolve common technical problems, including password resets, software installations, printer issues, and basic network connectivity.


* Escalate complex or unresolved issues to Level 2 technicians or other appropriate IT teams with clear and detailed documentation.


* Perform basic troubleshooting of VoIP phones and other communication tools.


* Guide customers through self-help solutions and best practices for common IT issues.


* Contribute to the creation and maintenance of knowledge base articles and support documentation.


* Adhere to IT policies, procedures, and security best practices.


* Maintain a high level of customer satisfaction through professional and courteous interactions.

Qualifications:


* High school diploma or GED required.

Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.


* 0-2 years of experience in a help desk, technical support, or customer service role.


* Basic understanding of computer hardware components (desktops, laptops, printers).


* Familiarity with Windows operating systems (Windows 10/11) and Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).


* Basic knowledge of network concepts (TCP/IP, Wi-Fi).


* Excellent verbal and written communication skills.


* Strong problem-solving and analytical abilities.


* Exceptional customer service skills with a patient and empathetic approach.


* Ability to work independently and as part of a team in a fast-paced environment.


* Ability to lift and move computer equipment up to 25 pounds.


* Must be able to work on-site in our Charlotte, NC office 5 days a week.

Preferred Qualifications:


* CompTIA A+ certification or equivalent.


* Experience with an IT Service Management (ITSM) system (Manage Engine Service Desk Plus).


* Familiarity with Active Directory for user and computer management.


* Basic understanding of mobile device support (iOS/Android).

#flowcontrolgroup
#LI-onsite
#LI-DC
#FCG-M

#manycompaniesoneteam #fcgcareers #flowcontrolgroup

Why Build a Career with Us?

Everyone's an Owner of the Company: Because every team member contributes to Flow Control Group's success, everyo...