Help Desk Technician

Haigler Systems is a North Carolina-based Managed Service Provider (MSP) delivering IT support, networking, cybersecurity, cloud, Microsoft 365, backup, and technology solutions to businesses across a variety of industries.

As a member of our Service Desk, you will support users across multiple client environments and gain hands‑on experience with a wide range of technologies. Our technicians are expected to provide excellent customer service, take ownership of assigned issues, document their work thoroughly, and continuously develop their technical skills.

This position is ideal for an IT professional with foundational support experience who is ready to develop into a well‑rounded technician in a fast‑paced MSP environment.

• Provide Tier 1 technical support to users through phone, email, remote support, and our ticketing system.
• Troubleshoot Windows 10/11 and macOS workstation issues.
• Diagnose common hardware, software, operating system, and peripheral problems.
• Support printers, scanners, mobile devices, monitors, docking stations, and other end‑user equipment.
• Troubleshoot user login, password, application, performance, and connectivity issues.
• Install, configure, and troubleshoot approved business applications.
• Perform basic workstation setup, configuration, and deployment.
• Assist users remotely while maintaining professional and effective communication.

• Support Microsoft Outlook, Teams, One Drive, SharePoint, and other Microsoft 365 applications.
• Troubleshoot common Exchange Online and email‑related issues.
• Assist with user account administration, password resets, account lockouts, and access issues.
• Perform basic Active Directory and Microsoft Entra  administration.
• Assist with Microsoft 365 user onboarding and offboarding according to established procedures.
• Troubleshoot Microsoft 365 licensing and application activation issues.
• Support multi‑factor authentication (MFA) enrollment and common authentication issues.

• Troubleshoot basic LAN, WAN, Wi‑Fi, and VPN connectivity issues.
• Demonstrate a working understanding of TCP/IP, DNS, DHCP, gateways, and subnetting fundamentals.
• Perform basic network troubleshooting using tools such as ping, ipconfig, nslookup, and tracert.
• Assist with troubleshooting switches, wireless access points, firewalls, and other network‑connected devices.
• Identify when an issue requires escalation to a higher‑level technician or network engineer.

• Support multiple client environments with different configurations, applications, policies, and business requirements.
• Work assigned tickets according to established priorities, procedures, and service expectations.
• Take ownership of assigned tickets from initial troubleshooting through resolution or appropriate escalation.
• Properly prioritize workload and communicate when assistance or escalation is required.
• Follow documented client‑specific procedures and internal Standard Operating Procedures (SOPs).
• Use Remote Monitoring and Management (RMM), PSA/ticketing, documentation, and remote‑access platforms.
• Identify recurring issues and communicate potential trends to senior technicians or Service Desk leadership.
• Participate in an on‑call rotation after completing the required training period.

• Document troubleshooting steps, actions taken, findings, and resolutions clearly within the ticketing system.
• Maintain accurate client and technical documentation.
• Provide users with clear and professional updates throughout the lifecycle of a support request.
• Create or update internal documentation when new solutions or procedures are identified.
• Properly document unresolved issues before escalating them to another technician.

Candidates must meet the…