Vivid Resourcing
Job Title
Helpdesk Support Technician (Level 1)
Location Charlotte, NC (Onsite / Hybrid options available)
Providing Solutions in IT Infrastructure, Security & Cloud | Vivid USA | Cisco Partner | loui.cowles@vividresourcing.com | +1 252 283 0030 Base pay range $30.00/hr - $40.00/hr
Overview We are seeking a Level 1 Helpdesk Support Technician to join a growing IT team supporting end users across desktop, laptop, and mobile environments. The ideal candidate will have a passion for technology, strong troubleshooting skills, and a customer-first attitude. This position provides the foundation for future growth into systems, networking, or cybersecurity roles.
Key Responsibilities
Serve as the first point of contact for IT support requests via phone, email, or ticketing system.
Diagnose and resolve hardware, software, and network connectivity issues for desktops, laptops, and peripherals.
Perform password resets, user account management, and basic Active Directory administration.
Support Windows 10/11, Microsoft 365 (O365/M365), and basic VPN connectivity issues.
Escalate complex incidents to Level 2 or specialized teams following standard escalation procedures.
Document issues, solutions, and troubleshooting steps accurately within the ticketing system (ServiceNow, Jira, or equivalent).
Assist with onboarding/offboarding, including device setup, email configuration, and access provisioning.
Maintain professionalism and provide exceptional customer service to end users at all times.
Participate in routine system maintenance tasks and contribute to continuous improvement initiatives.
Required Skills & Experience 1–2 years of experience in IT support, service desk, or technical assistance (or equivalent internship/training experience).
Working knowledge of:
Active Directory & password resets
Excellent communication, problem-solving, and customer service skills.
Ability to multitask and prioritize in a fast-paced environment.
Preferred Qualifications
Experience with ServiceNow, Remedy, or Jira ticketing platforms.
Exposure to macOS or mobile device support.
Strong interest in IT career progression (systems admin, cybersecurity, or cloud)
Seniority level:
Entry level
Employment type:
Contract
Job function:
Information Technology
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Location Charlotte, NC (Onsite / Hybrid options available)
Providing Solutions in IT Infrastructure, Security & Cloud | Vivid USA | Cisco Partner | loui.cowles@vividresourcing.com | +1 252 283 0030 Base pay range $30.00/hr - $40.00/hr
Overview We are seeking a Level 1 Helpdesk Support Technician to join a growing IT team supporting end users across desktop, laptop, and mobile environments. The ideal candidate will have a passion for technology, strong troubleshooting skills, and a customer-first attitude. This position provides the foundation for future growth into systems, networking, or cybersecurity roles.
Key Responsibilities
Serve as the first point of contact for IT support requests via phone, email, or ticketing system.
Diagnose and resolve hardware, software, and network connectivity issues for desktops, laptops, and peripherals.
Perform password resets, user account management, and basic Active Directory administration.
Support Windows 10/11, Microsoft 365 (O365/M365), and basic VPN connectivity issues.
Escalate complex incidents to Level 2 or specialized teams following standard escalation procedures.
Document issues, solutions, and troubleshooting steps accurately within the ticketing system (ServiceNow, Jira, or equivalent).
Assist with onboarding/offboarding, including device setup, email configuration, and access provisioning.
Maintain professionalism and provide exceptional customer service to end users at all times.
Participate in routine system maintenance tasks and contribute to continuous improvement initiatives.
Required Skills & Experience 1–2 years of experience in IT support, service desk, or technical assistance (or equivalent internship/training experience).
Working knowledge of:
Active Directory & password resets
Excellent communication, problem-solving, and customer service skills.
Ability to multitask and prioritize in a fast-paced environment.
Preferred Qualifications
Experience with ServiceNow, Remedy, or Jira ticketing platforms.
Exposure to macOS or mobile device support.
Strong interest in IT career progression (systems admin, cybersecurity, or cloud)
Seniority level:
Entry level
Employment type:
Contract
Job function:
Information Technology
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