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Experienced IT Help Desk Support Technician 

resume-library  |  United States  |  

United StatesUnited States (US)
Banking & Insurance/Insurance
Work Type:
Work Time:
Full Time


Experienced IT Help Desk Support Technician


We are looking for an IT Support Professional to join our fast-growing and dynamic team.

What you'll Do:

At Solace IT Solutions, our Help Desk Specialists focus on the ongoing and continuous operation of our Client's infrastructure entrusted to our Managed Services Team. The Managed Services Team is comprised of well-rounded, highly trained and certified engineers and specialists with expertise in Infrastructure, Cloud (Office 365 and Azure), and Business Continuity technologies including Microsoft Server and Workstation OS Virtualization (Microsoft Hypervisor), Networking, Security, Storage and Data Recovery.

As a member of this team, you will acts as the "First Point of Contact" and respond to our customers with a drive to Exceed Expectations. As a team member of Solace IT Solutions, you must follow our company core values and provide quality phone support to end-users experiencing hardware, software, or email related issues with outstanding customer service and in a timely manner. As a Help Desk Specialist, you will be expected to perform research, respond to and resolve complex questions in accordance with our service level agreements.

Job Duties:

Serves as the initial point of contact for customers and their end-users seeking technical assistance and escalate as necessary

Ability to triage and remedy issue on a First Call Resolution.

Support and assist end-users in an accurate, timely and professional manner

Administer end-user workstations and supports end-user activities utilizing TCP/IP on a primarily Microsoft Windows based local area network (LAN)

Recognize, identify, and prioritize incidents in accordance with SLA’s

Troubleshoots and provides remote technical support on customer networks, systems and applications to identify and correct malfunctions and other operational difficulties

Work through the problem-solving process with customers (when applicable)

Ask educated questions and listen to customers to determine the root cause of the issue(s) in order to provide the best solution

Create, update and maintain support tickets for all customer interactions throughout the lifecycle of the ticket

Follow-up and update support ticket statuses and information to ensure the end-user has the most current information regarding their ticket

Notify customers of company-wide issues, outages and remediation status

Report significant and recurring issues to the assigned escalation point and manager

Maintain and contribute to help desk processes and procedures documentation

Configure desktops, laptops, printers, and monitors for end-users

Provide after-hours support per On-Call rotation (if applicable)

Perform responsibilities in accordance with all company standards, policies and procedures

Maintain Confidentiality with regards to the information being processed, stored, or accessed by the end-users on the network.

Assist with projects as necessary


Windows 7/10 and Windows Server 2012, 2016 and 2019 OS platforms

Active Directory user administration

Office 365 user administration

Basic Knowledge of Windows Deployment Services

Office Application Administration (Word, Excel, Power Point, and Outlook

Networking Technologies including but not limited to:

Concepts of routing and switch

Wireless config concepts

DHCP Administration from Network devices

Knowledge of traffic flow concepts from end users to the public internet

Work Styles:

Technical Capacity

Problem Solving/Analysis

Time Management

Teamwork Orientation

Work Environment:

This job operates in a professional office environment. Hours are standard 8am to 5pm in our offices in Kernersvile, NC. The role routinely uses standard office equipment such as computers, phones, photocopiers, and filing cabinets

Work Values:

Exceed Expectations – Exceeding internal and external expectations

Passion for Technology – Self-motivated for new technology opportunities

Craftsmanship – Do your best quality work

Make it Fun – Positive attitude, work hard, and play hard

Accountability – Holding our employees, customers, and ourselves accountable


Customer Service and Communication Skills are a must.

1-3 years of experience in a PC/local area network support environment. Preferably for a Managed Service Provider

Strong technical knowledge of PCs, laptops, printers, and peripheral hardware devices

Maintain a professional image and demonstrate and understanding of and follow all Solace IT Solutions Polices and Procedures

Work under minimal supervision and be a self-starter

Effective management of tasks and follow-through on issues impacting task.

Completion, including the appropriate escalation of unresolved issues and persistence to ensure resolution and customer satisfaction

Exceptional organization and meticulous time management skills

Customer services skills are a must

Ability to work as a member of a team

Ability to work a weekly on-call rotation






Paid vacation