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Help Desk Associate

Charlotte, NC

Job Category: Information Technology Job Number: 48274 Full-time/Part-time: Full-time

Job Description

Salary: $40K

What is your perfect fit?

Are you new to the IT field and want to get a foot in the door?

Do you enjoy solving problems and technical challenges for clients?

If that describes you, we need to talk!

What your future day will look like:

  • Providing a first point of contact for customers through our helpdesk, be that via phone, email, or ticket
  • Delight our Clients with a Friendly, Quick and Helpful Experience
  • On-Site Hardware Maintenance and Support
  • Drive onsite and deliver equipment/troubleshoot issues while building rapport with clients.
  • Use our Ticketing System (FIFO, SLA based) to work on and resolve Helpdesk Tickets & Service Requests
  • Managing and recording all work though our Ticketing System
  • Make sure that Client Documentation is well maintained
  • Split tickets that have several issues into their own individual ticket
  • Make sure that tickets aren t stale throughout the process
  • Review RMM dashboard and apply remediation actions as indicated by our Processes
  • Review regularly scheduled/automated actions as indicated by our Processes
  • From time to time the projects team will need additional resources to help deliver projects either on site or remotely
  • When opportunities arise the Support Technician may be required to help with project delivery
  • Assist with Web and VoIP projects
  • Escalate tickets that require Senior Technician support
  • Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
  • Identify, Communicate and Mitigate potential risks to the Project Manager and Clients
  • Follow the schedule provided by the Project Manager
  • Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
  • Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
  • Identify opportunities for improvement and make constructive suggestions for change
  • Contribute to the process of innovative change effectively
  • Undertake other duties as required by the Project Manager or CTO

Benefits Offered:

  • Health / Dental / Vision and PTO after 90 days
  • Company laptop & cell phone and use of company vehicles
  • Fully stocked kitchen and your favorite snacks
  • An easy-going environment and culture (we all enjoy what we do)
  • The flexibility to work from home (we run a Hybrid office)
  • A Proactive Approach to Ongoing Training to help you develop life-long skills

Type: Direct Hire

To be a champion in this role, you will need:

  • A love of (and ability to) Solve Problems & Challenges
  • Great Communications skills, founded in being a good listener
  • Advanced understanding of support tools, techniques and how technology is used to provide services
  • Advanced understanding of operating systems, business applications, printing systems and network systems
  • Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
  • Advanced experience and understanding of structured cabling (tidy cable management is a must)
  • Advanced experience installing and maintaining networking and VoIP equipment
  • Advanced experience and knowledge of working with the Microsoft 365 Platform
  • Advanced experience in clean workstation installations (tidy cable management for end-user devices, such as computers, monitors, printers, etc)
  • Knowledge of IT Applications, Software & Hardware
  • Ability to simplify IT to clients through verbal and written correspondence
  • The ability to keep up with & adapt to the fast-paced IT world
  • A deep desire to deliver an amazing Client Experience
  • Driver's license

Nice to Have

  • Basic to intermediate understanding of AD, DNS, CLI
  • Experience using a Ticketing system / RMM Tool and PSA software
  • Experience working with any or all the following software/hardware: Standard Managed Services RMM and PSA tools
  • Understanding the OSI model, VLAN technology, and NAT configurations.
  • CompTIA Certifications such as A+, Network+, Security+ and/or Server+ with relevant practical experience
  • Experience and knowledge of working with the Microsoft 365 Platform
  • 2+ years' experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business

We know you are more than a resume and understand your next career move needs to be the right fit! If this is your first time considering Godshall as your trusted partner, welcome! Once you have applied, we ask that you give us 1-2 business days to review your experience and skills. You will then hear back from one of our recruiting professionals on your next step. If you are checking in to see what types of roles we have, please consider reaching out to your recruiter instead. We will happily update your file and make sure we are considering you for all roles your experience is a perfect fit for!

Godshall & Godshall Personnel Consultants, Inc. is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, status as a parent or protected veteran status.

Meet Your Recruiter

Michael Bays

Michael Bays has been an IT Recruiter with Godshall for 10 years. Originally from Pennsylvania, Michael fell in love with the south while obtaining his BS in Management and MS in Human Resource Development at Clemson University. He then went on to recruit for a software company and was a Director or HR for a computer hardware firm.  When he’s not at work, you can find this 2 time cancer survivor cheering on his alma mater and being the best father to his two boys, Lance and Jake.

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