SATO America
SATO America provided pay range
This range is provided by SATO America. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $54,000.00/hr - $83,000.00/hr
Helpdesk Technician I As our sole Helpdesk Technician, you will be the first point of contact for all IT support needs within the organization. You’ll handle everything from basic user issues (Level I) up through more complex technical problems (Level II), including escalations, diagnostics, hardware deployment, and documentation. The person in this role must be skilled, adaptable, customer‑oriented, and comfortable taking initiative to resolve issues end‑to‑end or elevate appropriately.
Key Responsibilities
Serve as the primary point of contact for all user support requests via phone, email, ticketing system, in‑person or remote.
Troubleshoot and resolve Level I and Level II issues, including but not limited to:
Hardware issues: desktops, laptops, monitors, printers, peripherals
Operating system problems, software utilities, patches, OS updates
Account and permission issues (e.g. Active Directory/user directory tasks)
Deploy, configure, and maintain end‑user hardware and peripherals; perform imaging and setup for new machines; handle user onboarding/off‑boarding.
Maintain and update hardware/software inventory, asset tracking, and configuration documentation.
Manage ticket queue: prioritize, respond in a timely fashion, follow up, and elevate issues beyond your scope.
Create, maintain, and improve internal documentation, knowledge‑base articles, troubleshooting guides, and standard operating procedures.
Provide excellent customer service; communicate technical information clearly and kindly to non‑technical users.
Be proactive in identifying recurring problems and suggesting improvements to avoid repeated issues.
Occasionally assist with after‑hours or on‑call work for urgent issues if required.
Collaborate with other teams (network, security, infrastructure) when escalations or cross‑team issues arise.
Qualifications
High school diploma or GED; associate degree or relevant technical training preferred.
Minimum of 2‑4 years’ experience in technical support/helpdesk/desktop support roles.
Strong working knowledge of Windows (and ideally Mac) operating systems, standard desktop software (Office, email, browsers), printers/peripherals.
Experience with basic networking: Wi‑Fi, LAN, VPN, hostname/IP issues, etc.
Familiarity with user directory services (e.g. Active Directory), account creation, permissions, resets.
Experience using a helpdesk ticketing system; ability to manage your queue and log work clearly.
Good diagnostic/troubleshooting skills; ability to think through problems, ask clarifying questions, and elevate when necessary.
Strong customer service/communication skills; able to explain technical issues to non‑technical users.
Preferred / Nice‑to‑Have: Certifications such as CompTIA A+, Network+, Microsoft Modern Desktop, etc.; experience with imaging/deployment tools, remote support software; exposure to security best practices (patch management, endpoint protection, safe browsing).
Experience working alone as primary support for an organization or a small team.
Experience with maintaining hardware inventory, tracking, coordinating warranty repairs.
Self‑starter and ability to work independently and manage your own time.
Patient, helpful, customer‑oriented mindset.
Organized and detail‑oriented with good documentation practices.
Adaptable; able to switch between simple routine tasks and more complex troubleshooting.
Collaborative spirit; comfortable escalating to more senior staff when needed.
Experience working as an IT help‑desk technician or in a similar customer support role.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Industries Computer Hardware Manufacturing
Location & Salary Charlotte, NC $50,000 - $55,000 (as of 1 week ago)
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Base pay range $54,000.00/hr - $83,000.00/hr
Helpdesk Technician I As our sole Helpdesk Technician, you will be the first point of contact for all IT support needs within the organization. You’ll handle everything from basic user issues (Level I) up through more complex technical problems (Level II), including escalations, diagnostics, hardware deployment, and documentation. The person in this role must be skilled, adaptable, customer‑oriented, and comfortable taking initiative to resolve issues end‑to‑end or elevate appropriately.
Key Responsibilities
Serve as the primary point of contact for all user support requests via phone, email, ticketing system, in‑person or remote.
Troubleshoot and resolve Level I and Level II issues, including but not limited to:
Hardware issues: desktops, laptops, monitors, printers, peripherals
Operating system problems, software utilities, patches, OS updates
Account and permission issues (e.g. Active Directory/user directory tasks)
Deploy, configure, and maintain end‑user hardware and peripherals; perform imaging and setup for new machines; handle user onboarding/off‑boarding.
Maintain and update hardware/software inventory, asset tracking, and configuration documentation.
Manage ticket queue: prioritize, respond in a timely fashion, follow up, and elevate issues beyond your scope.
Create, maintain, and improve internal documentation, knowledge‑base articles, troubleshooting guides, and standard operating procedures.
Provide excellent customer service; communicate technical information clearly and kindly to non‑technical users.
Be proactive in identifying recurring problems and suggesting improvements to avoid repeated issues.
Occasionally assist with after‑hours or on‑call work for urgent issues if required.
Collaborate with other teams (network, security, infrastructure) when escalations or cross‑team issues arise.
Qualifications
High school diploma or GED; associate degree or relevant technical training preferred.
Minimum of 2‑4 years’ experience in technical support/helpdesk/desktop support roles.
Strong working knowledge of Windows (and ideally Mac) operating systems, standard desktop software (Office, email, browsers), printers/peripherals.
Experience with basic networking: Wi‑Fi, LAN, VPN, hostname/IP issues, etc.
Familiarity with user directory services (e.g. Active Directory), account creation, permissions, resets.
Experience using a helpdesk ticketing system; ability to manage your queue and log work clearly.
Good diagnostic/troubleshooting skills; ability to think through problems, ask clarifying questions, and elevate when necessary.
Strong customer service/communication skills; able to explain technical issues to non‑technical users.
Preferred / Nice‑to‑Have: Certifications such as CompTIA A+, Network+, Microsoft Modern Desktop, etc.; experience with imaging/deployment tools, remote support software; exposure to security best practices (patch management, endpoint protection, safe browsing).
Experience working alone as primary support for an organization or a small team.
Experience with maintaining hardware inventory, tracking, coordinating warranty repairs.
Self‑starter and ability to work independently and manage your own time.
Patient, helpful, customer‑oriented mindset.
Organized and detail‑oriented with good documentation practices.
Adaptable; able to switch between simple routine tasks and more complex troubleshooting.
Collaborative spirit; comfortable escalating to more senior staff when needed.
Experience working as an IT help‑desk technician or in a similar customer support role.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Information Technology
Industries Computer Hardware Manufacturing
Location & Salary Charlotte, NC $50,000 - $55,000 (as of 1 week ago)
#J-18808-Ljbffr