Help Desk Technician
Location
Charlotte, NC
Job Type
Full-time
Category
other-general
Posted
June 05, 2026
Description
We are seeking a proactive Help Desk Analyst to serve as the first point of contact for internal users. This role focuses on troubleshooting technical issues, delivering excellent customer service, and helping improve overall support processes.
The ideal candidate is hands-on, solution-oriented, and looks for ways to prevent recurring issues—not just resolve tickets.
Key Responsibilities:
Technical Support
+ Respond to and resolve Level I hardware, software, and connectivity issues
+ Accurately log, prioritize, and manage tickets in the tracking system
+ Troubleshoot using knowledge bases and escalate when needed
+ Monitor open tickets and drive timely resolution
+ Maintain and improve support documentation and FAQs
User Experience & Communication
+ Provide clear, professional support to internal users
+ Gather detailed issue information and ensure full resolution
We are seeking a proactive Help Desk Analyst to serve as the first point of contact for internal users. This role focuses on troubleshooting technical issues, delivering excellent customer service, and helping improve overall support processes.
The ideal candidate is hands-on, solution-oriented, and looks for ways to prevent recurring issues—not just resolve tickets.
Key Responsibilities:
Technical Support
+ Respond to and resolve Level I hardware, software, and connectivity issues
+ Accurately log, prioritize, and manage tickets in the tracking system
+ Troubleshoot using knowledge bases and escalate when needed
+ Monitor open tickets and drive timely resolution
+ Maintain and improve support documentation and FAQs
User Experience & Communication
+ Provide clear, professional support to internal users
+ Gather detailed issue information and ensure full resolution