Help Desk Support Specialist

We are seeking a motivated and customer-oriented Help Desk Support Specialis
t to provide exceptional technical support for our clients in Charlotte, North Carolina. This role involves troubleshooting technical issues, providing user support, maintaining accurate records, and ensuring a high level of customer satisfaction. The ideal candidate will have a strong technical background, excellent communication skills, and the ability to work independently

• :
  
  Provide outstanding customer service with every client interaction, ensuring a positive, professional, and efficient support experience
• .Assist users by troubleshooting and resolving issues related to hardware, software, and network problems, with a focus on Windows-based environments (but also Mac OS knowledge is beneficial)
• :
  
  Record all incidents and service requests in the service desk management platform (e.g., Autotask) to ensure efficient ticket tracking, follow-ups, and reporting
• .Ensure that all necessary details are captured to facilitate accurate documentation and problem resolution
• :
  
  Maintain clear and consistent communication with clients, internal teams, and third-party vendors, providing regular updates on incident status
• .Engage with users in a professional and empathetic manner to guide them through technical troubleshooting steps
• .Time Tracking & Reporting
• :
  
  Log all time worked on specific tickets and tasks in Autotask, ensuring accurate billing and productivity reporting
• .Remote Troubleshooting
• :
  
  Use Remote Monitoring and Management (RMM) tools to perform remote troubleshooting and issue resolution, minimizing the need for onsite visits
• .Provide clear, step-by-step instructions for users to follow, ensuring they can perform tasks with confidence
• .Problem Diagnosis & Resolution
• :
  
  Ask targeted questions to accurately diagnose and resolve problems, offering both quick fixes and longer-term solutions where necessary
• .Escalate issues that cannot be resolved at your level to higher-tier support or other relevant teams
• .On-Call Rotation
• :
  
  Participate in an on-call rotation for after-hours support, responding promptly to urgent issues or incidents
• .Special Projects & Continuous Learning
• :
  
  Work on special IT projects as assigned, including software deployments, system upgrades, and other operational tasks
• .Continuously expand your technical knowledge through training and hands-on experience, adapting to new tools, software, and systems

• :
  
  Experience
• :2+ years of work experience in help desk support or a similar technical support role
• .Hands-on experience with setting up and troubleshooting Windows OS environment
  s (Windows 10/11).
  
  Experience with
  Mac OS is a plus
• .Proficiency in Active Director
  y for adding and disabling users
• .Office 365 Admi
  n experience, including managing user accounts, Exchange Online, and basic troubleshooting
• .Working knowledge of computer peripherals such as printers, scanners, and other devices
• .Technical Skills
• :
  
  Knowledge of network security practice
  s and experience with anti-virus programs
• .
  
  Experience with
  Intun
  e and Autopilo
  t for device management and deployment
• .Basic Firewall Managemen
  t:
  Understanding of firewall configurations and troubleshooting network-related issues
• .Azure Active Directory (Azure AD
  ) management experience for managing users, groups, and access control
• .
  
  Experience with
  SharePoint Online Managemen
  t, including site creation, permissions, and troubleshooting
• .
  
  Experience with
  remote troubleshoot in
  g and the ability to provide clear, easy-to-follow instructions for clients
• .Office 36
  5 and Exchange Onlin
  e user management (add/remove users, password resets, etc.)
• .Communication & Problem Solving
• :
  
  Strong verbal and written communication skills, with the ability to explain complex technical issues to non-technical users
• .Excellent problem-solving skills and the ability to manage multiple tasks simultaneously in a fast-paced environment
• .Certifications (Preferred but not Required)
• .Microsoft MD-10
  2:
  Microsoft Certified:
  Windows 10 Exam
• .Network
  +:
  CompTIA Network+ Certification
• .ITI
  L: IT Infrastructure Library Certification

• s:
  
  Customer-oriented attitu
  de:
  Always focused on delivering the best…