Help Desk Support Specialist

We are seeking a proactive and customer-oriented Help Desk Support Specialist to join our IT team. The ideal candidate will provide technical assistance and support to end-users, troubleshooting hardware and software issues, and ensuring smooth IT operations. This role requires a strong technical aptitude, excellent communication skills, and a customer-first mindset to ensure our internal and external users receive prompt and effective support working in a fast pace and growing MSP. The position reports to the Help Desk Lead/Dispatcher. The position is a full-time/permanent role with Paladin Business Consulting, LLC, a sister company of Davidson, Holland, Whitesell & Co., PLLC, and is based in Hickory, NC.

Key Responsibilities:

• Technical Support: Provide first-line support for internal and external users, responding to inquiries regarding IT systems, software, hardware, and network issues.
• Issue Resolution: Troubleshoot and resolve technical issues related to computers, mobile devices, printers, software applications, email, and network connectivity.
• Ticket Management: Record and track all support requests through the help desk ticketing system, ensuring proper documentation of the issue, steps taken, and resolution.
• Escalation: Identify and escalate complex or unresolved issues to the appropriate technical teams or senior IT staff, following internal escalation procedures.
• Remote Assistance: Provide remote troubleshooting and support using remote desktop tools, guiding users through resolution steps as necessary.
• User Training: Assist with training users on common IT tools, software, and best practices to enhance their technical proficiency and minimize recurring issues.
• Hardware and Software Setup: Assist with the setup, installation, and configuration of new hardware, software, and systems for end-users.
• System Maintenance: Perform routine maintenance on user devices, including software updates, patches, and system backups, ensuring all systems remain secure and functional.
• Customer Service: Deliver exceptional customer service through timely, polite, and professional communication with users, ensuring a positive experience.
• Documentation: Create and maintain clear, concise documentation for troubleshooting procedures, system setups, and common issues to aid in future resolutions.

Qualifications:

• High school diploma or equivalent (Associate or Bachelor’s degree in Information Technology, Computer Science, or a related field preferred).
• Proven experience in an IT help desk, customer support, or technical support role.
• Basic understanding of IT systems, hardware, and software.
• Familiarity with common operating systems (Windows, macOS, Linux) and office productivity tools (e.g., Microsoft Office Suite, Google Workspace).
• Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer-oriented mindset with a focus on providing high-quality service.
• Ability to manage multiple tasks and prioritize requests in a fast-paced environment.
• Basic knowledge of networking concepts (Wi-Fi, VPN, TCP/IP) is a plus.

Preferred Skills:

• IT certifications such as CompTIA A , ITIL Foundation, or similar are desirable.
• Experience with help desk ticketing systems such as Autotask and remote support tools.
• Familiarity with Active Directory, email troubleshooting, and remote desktop solutions.
• Basic knowledge of Windows Servers 2016,2019,2022
• Basic knowledge of virtual environments.

Work Environment:

• Ability to work both independently and as part of a team in a dynamic, fast-paced environment.
• Flexibility to work outside regular hours as required to support system upgrades or resolve critical issues.
• Opportunities for professional development and growth in the IT support field.

Excellent pay and benefits with great opportunity for growth and advancement. Vacation/personal/sick time, paid health insurance, 401(k) match up to 4% of salary, half-day Fridays from April 16-Labor Day, and much more.

Compensation commensurate with experience.

Applicants for positions with Paladin Business Consulting, LLC must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person