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Service Help Desk Jobs in Raleigh, NC (NOW HIRING)

Duke University

Service Desk Analyst II

Durham, NC

$19.75 - $27/hr

Service Desk Analyst II - Duke University OIT Be You. Be Bold. Choose Duke. Be You.Introduction The Office of Information Technology (OIT) at Duke University is seeking a Service Desk Analyst II to ...

Duke University

Service Desk Analyst II

Durham, NC · On-site

$19.75 - $27/hr

Service Desk Analyst II - Duke University OIT Be You. Be Bold. Choose Duke. Be You. Introduction The Office of Information Technology (OIT) at Duke University is seeking a Service Desk Analyst II to ...

TEKsystems

It Service Desk Technician

Morrisville, NC · On-site

$24 - $26/hr

... service,windows 11,Office 365,Technical support,Help desk support Additional Skills ... We help clients activate ideas and solutions to take advantage of a new world of opportunity. We ...

USM

Service Desk Tier 3 Agent

Cary, NC

$15.75 - $20.25/hr

... help customers around the globe, giving top of the line solid and practical IT benefits which are ... Service Desk Tier 3 Agent Location: Cary, NC Duration: 480 hours Primary Skills:software, desktop ...

US IT Solutions Inc

HelpDesk Engineer

Durham, NC

... services through high level cost effective solutions. We have a strong foundation built on legacy ... Help Desk staff by diagnosing the root cause and resolving isolated issues or, if required ...

Titan

Service Desk Engineer

Raleigh, NC · On-site

$55K - $65K/yr

What we're looking for * 1+ years in a service desk, help desk, or desktop support role (or equivalent hands-on experience). * Working knowledge of Windows, macOS, Active Directory / Entra ID, and ...

STI

Service Desk Specialist

Raleigh, NC · On-site

The Service Desk uses technical expertise in the Service Delivery of an Information Technology ... Has significant technical knowledge and serves as a resource for others to help solve complex ...

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All JobsService Help Desk JobsService Help Desk Jobs in Raleigh, NC

Service Help Desk information

See Raleigh, NC salary details

$10

$23

$35

How much do service help desk jobs pay per hour?

As of Jul 14, 2026, the average hourly pay for service help desk in Raleigh, NC is $23.22, according to ZipRecruiter salary data. Most workers in this role earn between $18.70 and $26.15 per hour, depending on experience, location, and employer.

What is the difference between Service Help Desk vs Technical Support Specialist?

AspectService Help DeskTechnical Support Specialist
CertificationsITIL, CompTIA A+CompTIA A+, Network+
Work EnvironmentHelp desk, call centers, remote supportOn-site, remote, technical troubleshooting
Employer & IndustryIT service providers, corporate IT departmentsIT companies, software vendors, hardware providers
Search & Comparison IntentCustomer support, troubleshooting, ticket managementTechnical problem solving, hardware/software issues

The Service Help Desk primarily handles customer inquiries, ticketing, and basic troubleshooting, often in a call center or remote setting. Technical Support Specialists focus more on diagnosing and resolving complex technical issues, often requiring deeper technical knowledge. While both roles support IT services, the Help Desk emphasizes customer service and issue logging, whereas Technical Support Specialists engage in detailed technical problem resolution.

What are the key skills and qualifications needed to thrive as a Service Help Desk professional, and why are they important?

To thrive as a Service Help Desk professional, you need a solid understanding of basic IT concepts, troubleshooting skills, and often a relevant certification such as CompTIA A+ or ITIL Foundation. Familiarity with ticketing systems, remote desktop tools, and knowledge base platforms is typically required. Strong communication, patience, and problem-solving abilities are crucial soft skills for resolving user issues effectively. These skills and qualities are important to ensure efficient technical support, high user satisfaction, and smooth IT operations.

What are Service Help Desk roles?

Service Help Desk roles involve providing technical support and assistance to users experiencing issues with hardware, software, or IT services. Help desk professionals are responsible for troubleshooting problems, answering queries, and ensuring issues are resolved efficiently, often via phone, email, or chat. They may also escalate more complex issues to specialized IT staff and help maintain documentation of recurring problems and solutions. The primary goal is to ensure smooth IT operations and a positive user experience.

How does a Service Help Desk professional typically collaborate with other departments to resolve user issues?

Service Help Desk professionals play a key role in bridging communication between users and technical teams. When an issue cannot be resolved at the first point of contact, they escalate and coordinate with specialized departments, such as network or software teams, to ensure a timely solution. Regular communication, ticket updates, and clear documentation are essential, as well as participating in cross-department meetings to discuss recurring problems and improve processes. This collaborative approach not only helps resolve issues efficiently but also fosters a supportive work environment.
What are popular job titles related to Service Help Desk jobs in Raleigh, NC? For Service Help Desk jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Service Help Desk jobs in Raleigh, NC look for? The top searched job categories for Service Help Desk jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Service Help Desk jobs? Cities near Raleigh, NC with the most Service Help Desk job openings:
Service Help Desk jobs near you
Infographic showing various Service Help Desk job openings in Raleigh, NC as of July 2026, with employment types broken down into 78% Full Time, 19% Part Time, 1% Temporary, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $48,301 per year, or $23.2 per hour.
Service Desk Analyst II

Service Desk Analyst II

Duke Clinical Research Institute

Durham, NC • On-site

$18.50 - $25.25/hr

Other

This job post has expired today. Applications are no longer accepted.

Job description

Service Desk Analyst II - Duke University OIT

Be You. Be Bold. Choose Duke.

Be You. Introduction

The Office of Information Technology (OIT) at Duke University is seeking a Service Desk Analyst II to join our frontline support team. You will provide exceptional customer service and technical assistance to the Duke community across phone, chat, email, and in-person support channels at The LINK. This position is onsite in Durham with rotating schedules to support campus needs.

Standard Hours:

* Monday-Friday, 8:00 AM - 5:00 PM

One week per month:

* Monday-Thursday, 10:00 AM - 7:00 PM

Minimum Requirements
  • Associate degree in a computer-related field or 2-3 years of relevant IT support experience, or equivalent.
  • Strong customer service orientation and professional communication skills.
  • Ability to work independently and collaboratively in a fast-paced environment.
  • Smartphone required for MFA and communication tools.
Preferred Qualifications
  • Familiarity with Duke's IT environment or similar higher-education IT support.
  • Experience using ServiceNow or comparable incident management systems.
  • Troubleshooting skills for Windows, macOS, and basic Linux/UNIX.
  • Understanding of networking, VPN, email clients, calendaring tools, and web technologies.
  • Ability to support enterprise services such as Duke Unlock, MFA/DUO, and device management tools.
  • Diagnostic skills for hardware and software.
  • Understanding of ITIL-based processes.
  • Ability to use and adapt to AI tools for troubleshooting and workflow automation.
Other Requirements
  • Strong organizational and multitasking abilities.
  • Dependable, self-motivated, and adaptable to evolving technologies.
  • Ability to supervise undergraduate student workers at the walk-up desk.
  • Commitment to documentation standards, SOPs, and security policies.
Position Type

Onsite - Work performed on-site at Duke University.

Be Bold. Essential Job Duties
  • Provide technical support via phone, chat, web, email, and in-person for accounts, networking, operating systems, enterprise apps, and supported software.
  • Monitor and manage ServiceNow incidents; document troubleshooting, assign tickets, and ensure SLA compliance.
  • Communicate status and resolutions directly with customers.
  • Leverage AI-powered tools to enhance troubleshooting accuracy and efficiency.
  • Follow up with users and resolver groups to ensure timely progress.
  • Recommend improvements to knowledge base articles and internal processes.
  • Serve as communication relay during major service outages.
  • Guide and supervise undergraduate workers at the walk-up desk.
  • Use tools such as Splunk, PowerShell, and dashboards to investigate issues.
  • Support student hardware/software issues including Duke's loaner laptop program.
  • Process rental equipment checkouts and returns using WebCheckout.
  • Participate in meetings, trainings, and service improvement initiatives.
  • Perform other related duties as assigned.
Choose Duke. Why Join Us

Duke's Office of Information Technology (OIT) provides critical IT services supporting teaching, research, and operations across the university. As a Service Desk Analyst II, you will play a key role in delivering high-quality support in a dynamic, collaborative, and service-focused environment.


Duke is an Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex (including pregnancy and pregnancy related conditions), sexual orientation or military status.


Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.


Essential Physical Job Functions:

Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.


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