Help Desk Support Technician

The Help Desk Support Technician will support end users and assist in the management of the internal IT environment. This role is considered to be the company’s front IT line contributor and will solve basic to complex technical software and hardware problems for the company’s software, as well as third party software. He/She will respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions under the guidance of the IT Department’s short and long term goals. The successful employee in this role will have a passion for technology and problem-solving, while working closely with both team members and departments to provide quick resolution of issues.

Primary Job Functions:

• Provide technical assistance and support for computer hardware and software issues
• Monitor the performance of computer systems and respond promptly to any issues
• Address and resolve user tickets related to hardware, software, and networking problems
• Deliver support via phone, remote tools, or in-person visits as required
• Track, document, and manage customer issues and their resolutions in ticketing systems
• Follow up with users to ensure their systems are operating effectively
• Assist in creating and maintaining internal technical documentation and procedures
• Manage assigned tasks, projects, and support tickets efficiently and on time
• Occasionally travel to client locations
• This role includes a rotating on-call schedule where you will be available to respond to urgent incidents outside of regular working hours.
• This is not an all-inclusive of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties assigned. Employees are expected and must perform all such duties and tasks.

Qualifications:

• Experience supporting and troubleshooting mobile devices (iOS, Android – hardware & software)
• Strong troubleshooting and critical thinking abilities
• Proficiency in supporting the Microsoft Office Suite
• Experience working in and supporting an Active Directory-integrated environment
• Familiarity with Citrix connectivity and troubleshooting
• Cyber threat investigation and resolution experience is a significant plus
• Ability to ask targeted questions to diagnose technical issues (network, hardware, software, or electrical)
• Hands-on experience with Windows 10, Windows 11, and Windows Server (MacOS experience is a bonus)
• Strong written and verbal communication skills
• Knowledge of network architecture and remote service/installation support
• Positive, professional demeanor with a strong customer service orientation
• Experience in the transportation industry is helpful but not required

Technical Knowledge:

• AAS or BS – Computer Science, Computer Engineering Technology or similar field (equivalent background experience will be considered)
• Relevant certifications (e.g., Microsoft Certified Solutions Associate (MCSA), CompTIA Network , CompTIA Security , etc.) are a plus.

Physical Requirements:

• These duties are performed in an office setting.
• Must be able to remain in a stationary position 50% of the time, up to 10 hours/day.
• The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
• Constantly operates a computer and other office productivity machinery such as a calculator, copy machine and computer printer.
• The person in this position frequently communicates with office staff, drivers and customers. Must be able to exchange accurate information in these situations.
• Occasionally able to lift and carry moderate weights, as needed.
• Reliable transportation is required

Additional Requirements:

• Valid driver’s license, CDL a plus
• Position may require some local travel

Benefits:

• Sign-on bonus
• Referral bonuses
• Health Insurance
• Telehealth (no fees for virtual doctor visits)
• Dental & Vision coverage
• FSA (Flexible Spending Plan)
• HSA (Health Savings Account
• Life and short- and long-term disability insurance
• Accident Insurance
• Critical Illness Insurance
• Holiday and bereavement pay
• 401K with a dollar-for-dollar company match after 6 months of service
• Paid time off (PTO)
• Milestone incentive program

#hilcom

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Referral program
• Vision insurance

Education:

• Associate (Preferred)

Experience:

• Help Desk: 1 year (Required)

Ability to Commute:

• Greensboro, NC 27409 (Required)

Work Location: In person

Salary : $45,000 - $55,000