IT Support Specialist (Helpdesk)

About Us: Queen City IT Professionals is an innovative, bootstrapped startup with a mission to transform the way small and medium-sized businesses (SMBs) view and utilize technology. We're passionate about providing top-notch IT solutions that empower our clients, and we’re looking for driven individuals who are excited to grow with us as we disrupt the IT services industry. As we continue to expand, there will be immense opportunities for career advancement, training, and personal development. If you’re ready to make a real impact and take your career to the next level, we want you on our team!

The Role: We are seeking a dynamic IT Support Specialist to join our growing team. This role is perfect for someone with a foundational understanding of helpdesk support, who is eager to expand their technical expertise and help businesses optimize their IT systems. As a key player on our Helpdesk team, you’ll be the first line of defense, assisting with troubleshooting, supporting our clients, and helping improve business processes through technology. You’ll gain hands-on experience with a variety of IT systems and technologies while working in a fast-paced, collaborative environment.

Key Responsibilities:

• Provide exceptional customer service while troubleshooting complex IT issues (both remotely and in-person when necessary).
• Manage and respond to helpdesk tickets in a timely manner, using industry-standard ticket management systems.
• Assist clients with hardware, software, and networking problems, leveraging RMM tools to provide remote support.
• Document troubleshooting steps and resolutions to build comprehensive Standard Operating Procedures (SOPs).
• Continuously identify opportunities to improve business processes and help clients optimize their IT systems.
• Collaborate with senior technicians to solve advanced technical issues and implement solutions.
• Assist with remote and on-site troubleshooting, including emergency response for critical issues.
• Maintain clear and effective communication with clients to ensure a smooth and positive experience.

What We’re Looking For:

• Prior Helpdesk Experience: You should have experience in a helpdesk or IT support role, managing ticket systems and providing remote support to end-users. Experience with RMM (Remote Monitoring and Management) tools and ticket management platforms is highly preferred.
• Strong customer service skills: You’ll be dealing directly with clients, so a positive attitude, patience, and clear communication are key.
• Basic IT knowledge: Experience with Windows, Mac, networking basics, and troubleshooting hardware/software issues is a plus.
• Problem-solving ability: You’ll need to think critically and work independently to diagnose and resolve a variety of technical issues.
• Desire to learn and grow: As a junior role, we’re looking for someone who’s eager to develop their skills and take on new challenges.
• Excellent documentation skills: The ability to document troubleshooting steps and contribute to the development of SOPs is essential.

Why Join Us?:

• Incredible growth potential: As a startup, we offer a unique opportunity for you to grow alongside the company. This is more than just a job—it’s a chance to build a career in a fast-paced, rewarding industry.
• A collaborative and supportive team: You’ll be joining a tight-knit group where your voice matters. We believe in supporting each other and growing together.
• Exciting challenges: Every day brings new challenges that will test and expand your technical and customer service skills.
• Training & Development: We believe in investing in our team’s growth. Expect ample opportunities for professional development and certifications.

Requirements:

• Prior experience in a helpdesk or IT support role with exposure to ticket management systems and RMM tools.
• Ability to work remotely with occasional travel to client sites in the Charlotte, NC area for emergency situations.
• Must be available to respond quickly to urgent IT issues that may arise.
• A passion for technology and a strong interest in helping businesses improve through IT solutions.

Ready to Apply?: If you’re excited about this opportunity and ready to start a career with Queen City IT Professionals, please send your resume and a brief cover letter explaining why you’d be a great fit for the role.

We can’t wait to meet you!

Job Type: Part-time

Pay: $15.00 - $25.00 per hour

Expected hours: 5 – 30 per week

Schedule:

• Monday to Friday

Education:

• High school or equivalent (Required)

Ability to Commute:

• Charlotte, NC 28206 (Required)

Ability to Relocate:

• Charlotte, NC 28206: Relocate before starting work (Required)

Work Location: Hybrid remote in Charlotte, NC 28206

Salary : $15 - $25