Title: IT Support Specialist - 1st/2nd Line
Location: Charlotte, NC (Uptown - 28202)
Working Structure: Fully Onsite, 5 days per week
Type: Contract, 12 Months+
Pay Rate: $25-35/hr
**Only those who do not require any current or future sponsorship can be considered, no 3rd parties**
We are seeking a proactive and detail-oriented IT Support Specialist. In this role, you will be the first & second line of support for users facing hardware and software challenges, ensuring timely and efficient resolutions. You will collaborate with a skilled IT team to provide top-tier technical support both in-person to onsite employees and remotely.
Key Responsibilities:
- Serve as a point of contact for level 1 & 2 technical support issues related to hardware, software, and system configurations.
- Troubleshoot and resolve technical problems, escalating issues when necessary.
- Maintain, configure, and upgrade computer systems, ensuring optimal functionality for all users.
- Perform repairs on a wide range of IT equipment, coordinating with external vendors for more complex hardware issues.
- Log, track, and resolve technical incidents using the Helpdesk ticketing system in a timely manner.
- Offer support for proprietary software and in-house web applications.
- Keep an up-to-date inventory of IT hardware and software assets.
- Create and maintain clear documentation of IT processes, procedures, and troubleshooting steps.
- Collaborate with IT Operations teams to resolve technical challenges and assist with technical projects from planning to execution.
- Provide high-quality, white-glove support for executives, ensuring their IT needs are met with urgency and professionalism.
- Foster positive relationships across departments to ensure excellent service delivery and user satisfaction.
Skills Needed:
- 1-3+ years of hands-on IT support experience in a professional environment.
- Familiarity with Microsoft Office 365, Active Directory, and Microsoft Exchange.
- Experience with troubleshooting and repairing desktop/laptop systems, printers, and other client hardware.
- Solid knowledge of Microsoft Windows 10, macOS, and Microsoft Office (O365).
- Experience with macOS support/troubleshooting and Jamf management is a plus.
- Exposure to Zoom AV support, administration, and troubleshooting is an advantage.
- Strong understanding of TCP/IP, LAN/WAN/VPN, and general networking principles.
- Ability to effectively communicate complex technical concepts to non-technical users.
- Excellent written and verbal communication skills.
- A customer-centric attitude with a focus on delivering high-quality service.
- Ability to work independently and remotely with minimal supervision, while adhering to company policies and procedures.
- Strong problem-solving skills and the ability to manage multiple tasks simultaneously.
- Willingness to continuously learn and grow within the IT field.
To be considered for the role please apply online or email an updated Resume to William Barclay at Oliver James - william.barclay@oliverjames.com
