The Helpdesk Specialist provides technical support by troubleshooting issues related to hardware, software, and networks while ensuring user satisfaction.
Role Summary
The Helpdesk Specialist provides technical support and assistance to users experiencing hardware, software, or network issues. This role is responsible for troubleshooting problems, resolving incidents, and ensuring smooth IT operations while delivering excellent customer service. This role is fully in person at our Charlotte, NC office.
Essential Duties & Responsibilities
- Respond to and assist associates with all technology-related issues and requests
- Promote relationships with the end-user community to ensure that expectations are set and fulfilled appropriately
- Diagnose and troubleshoot hardware, software, and network problems
- Document processes and procedures to promote an organized approach to problem management
- Install and maintain computers, printers, and other IT applications or hardware
- Help ensure that support tickets are entered, picked up, worked and closed in an effective and efficient manner
- Support the allocation of technology resources to ensure an optimal business environment
- Work well within a team environment but also be able to be self-sufficient when needed
- Work closely with the Technology Experience team to ensure timely deployment of assets
- Assist with system upgrades, updates and maintenance
- Use a ticket management system to effectively document all work
Experience
Required:
- High School Diploma
- Windows and/or Mac OS usage and troubleshooting experience
- Problem solving, technical learning, integrity and trust, listening, ability to work with a team
- Basic understanding of networking, Active Directory, and troubleshooting
- Familiarity with ticketing systems (ServiceNow, Jira, Zendesk, etc.)
- 2+ years of technical support experience
Preferred:
- Bachelor’s degree in information technology, Computer Science, or related field
- Experience with Active Directory accounts/security/light management
- Experience with and knowledge of Office 365 products and other cloud platforms
- Experience with remote support tools and enterprise IT environments
- Familiarity with ManageEngine’s ServiceDesk Plus and AD Manager
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Top Skills
Active Directory
JIRA
macOS
Manageengine'S Servicedesk Plus
Office 365
Servicenow
Windows
Zendesk
Fusable Charlotte, North Carolina, USA Office
1509 Orchard Lake Dr, Charlotte, North Carolina, United States, 28270 2446
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What you need to know about the Charlotte Tech Scene
Ranked among the hottest tech cities in 2024 by CompTIA, Charlotte is quickly cementing its place as a major U.S. tech hub. Home to more than 90,000 tech workers, the city’s ecosystem is primed for continued growth, fueled by billions in annual funding from heavyweights like Microsoft and RevTech Labs, which has created thousands of fintech jobs and made the city a go-to for tech pros looking for their next big opportunity.
Key Facts About Charlotte Tech
- Number of Tech Workers: 90,859; 6.5% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Lowe’s, Bank of America, TIAA, Microsoft, Honeywell
- Key Industries: Fintech, artificial intelligence, cybersecurity, cloud computing, e-commerce
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (CED)
- Notable Investors: Microsoft, Google, Falfurrias Management Partners, RevTech Labs Foundation
- Research Centers and Universities: University of North Carolina at Charlotte, Northeastern University, North Carolina Research Campus
