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IT Support Technical Support HelpDesk/Support Systems Administrator

Desktop Support Technician L1

Remote / Online - Candidates ideally in
Cary, Wake County, North Carolina, 27518, USA
Listing for: Artech Information System LLC
Remote/Work from Home position
Listed on 2025-12-22
Job specializations:
  • IT/Tech
    IT Support, Technical Support, HelpDesk/Support, Systems Administrator
Salary/Wage Range or Industry Benchmark: 60000 - 80000 USD Yearly USD 60000.00 80000.00 YEAR
Job Description & How to Apply Below

Artech is the 10th Largest IT Staffing Company in the US, according to Staffing Industry Analysts' 2012 annual report. Artech provides technical expertise to fill gaps in clients' immediate skill-sets availability, deliver emerging technology skill-sets, refresh existing skill base, allow for flexibility in project planning and execution phases, and provide budgeting/financial flexibility by offering contingent labor as a variable cost.

Job Description

Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and require skills specific to this unique form of customer contact.

Qualifications
  • Exceptional communication and customer handling skills
  • Experience working with ticketing system.
  • Strong analytical skills and quality conscious
  • Should work in 24/7 rotational shift timing
  • Should resolve technical problem (over a phone/Chat or remote systems support)
  • Basic Understanding of Windows XP/Win 7.
  • Basic Understanding of Email configuration and support on MS office tools.
  • VPN troubleshooting and Incident Management.
  • Basic Understanding of Microsoft Office products (Excel, Word and Power Point Etc.)
  • Basic Understanding of Network Concepts
  • Basic Understanding of AD
  • Basic Understanding of troubleshooting Mobile Devices
  • Independently resolve tickets within SLA Adheres to standard operating procedures / work instructions
  • Follow the escalation process
  • Follow the shift hand-over process
  • Update work logs
  • Update the knowledge base
  • Coaching fresher’s to be independent
  • Coaching analysts for correct routing of tickets, capturing critical information
  • Technically upgrade across versions of environment when required
  • Adhere to organization policies and procedures
    • Additional Information

    Client: HCL America;
    This is a Contract-to-Hire role.

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