Deskside Technician; IT

Job Title and Details

Deskside Technician (IT)

Pay Rate: $23‑$26/hr

Location:

Clayton, NC (Area Code 919, 984; ZIP 27520)

Start Date:

Right Away

In this role, you will be the point of escalation for the NA Service Desk for all issues that require an onsite visit or problems that cannot be resolved within Service Desk time requirements. You will respond to Level 1‑3 technical support incidents and requests, perform troubleshooting procedures, and solve problems on Microsoft Office, Windows, and various commercial and proprietary client software.

You will also use remote access to client PCs to resolve complex issues and manage customer contacts via telephone, web, email, chat, or the Service Desk ticketing system. This position will primarily be at the Clayton, NC site and then at the RTP, NC site as needed.

• Troubleshoot and resolve hardware and software problems on desktops, laptops, and related computing equipment and devices.
• Diagnose hardware issues, order parts, and replace faulty components.
• Perform functions on GxP systems according to documented SOPs.
• Support enterprise video conference systems, including Polycom and Microsoft Teams integrated systems.
• Repair meeting room video conference system issues.
• Work closely with external vendors for AV control system smart hands support during maintenance and upgrades.
• Answer user questions about Windows, Microsoft Office, and other supported applications.
• Use SCCM to push and install approved corporate applications.
• Resolve software and hardware compatibility issues.
• Provide face‑to‑face, hands‑on troubleshooting.
• Resolve software issues remotely using tools such as Team Viewer and SCCM Remote.
• Follow detailed technical instructions to adhere to corporate quality standards.
• Document all issues in the Service Desk ticketing system.
• Escalate unresolved calls to the next level support team via the ticketing system.
• Take ownership of user problems and follow up on status and progress.
• Maintain high customer service for all support queries and adhere to service management principles.
• Publish support documentation and provide staff training if required.
• Use Active Directory and Exchange Management Console for user, group, and computer management.
• Reimage laptops, desktops, and thin clients as needed following company policy.
• Install network printers.
• Deploy Cisco IP phones.

• 3+ years of experience providing end‑user support in an enterprise environment.
• Hardware and software troubleshooting experience required.
• Experience with video conferencing rooms/equipment and associated systems.
• Prior experience on enterprise systems with 500 or more users preferred.
• Associate’s degree preferred or equivalent experience and certifications.
• MCSA Windows 10 certification or equivalent.
• Experience in a GxP or FDA regulated environment (preferred).

• Excellent verbal and written communication skills.
• Ability to multi‑task in a fast‑paced, high‑pressure environment.
• Quick learner of new technologies.
• Strong technical troubleshooting skills.
• Effective interaction with employees at all levels.
• Ability to help end users in stressful situations.
• Travel between and work at multiple sites.
• Strong knowledge of Windows and Microsoft Office.
• Knowledge of network and PC operating systems.
• Knowledge of TCP/IP.
• Conversational proficiency in Spanish (desired).

Position is located in Clayton, NC, but will involve working at RTP/Durham, NC as needed.

Belcan is a team‑driven Equal Opportunity Employer committed to workforce diversity.