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Help Desk Support Technician

Metro Systems Charlotte, NC

  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Help Desk Support Technician

MSI is seeking a Help Desk Support Technician to support our client located in Charlotte, NC.


•         Responsible for the technical support assisting end users with their day- to-day technical duties and issues.

•         Provide fast and useful technical assistance on computer systems.

•         Answer queries on basic technical issues and offer to solve them.

•         Strong technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

•         Customer-oriented and patient to deal with difficult users.

•         Must be focused on working with a team and coordinating with team members to solve complex issues.

•         First-level support of all inbound calls, generating an Incident for all new issues.

•         First contact resolution (1st call) of desktop issues or follow proper escalation procedures.

•         Provide accurate, timely, and professional resolution on all supported issues.

•         Proven experience as a Help Desk Analyst or other IT support role.

•         Provide a high level of professionalism and customer service.

•         Timely, accurate, thorough and professional follow-up on all Incidents.

•         Ability to diagnose and resolve basic to mid-level technical issues.

•         Quickly identify and escalate high-priority issues.

•         Accurately triaging/assigning/escalating tickets per current processes and standards.

•         Providing Tier 1 support for all user-level applications

•         Providing Tier 1 support for all user operating systems (Windows & MacOS).

•         Providing Tier 1 support for all remote access technologies (VPN, Cloud, etc).

•         Providing Tier 1 support for all client workstation hardware including desktop, laptops, tablets, printers, and cell phones (Apple and Android).

•         Providing Tier 1 support for all telecommunications

•         Assisting in all client workstation installations, configuration, deployments, and relocations.

•         The ability to effectively communicate technical matters to a non-technical audience while documenting customer interactions.

•         Ability to multitask while staying focused in a fast-paced competitive environment

•         Experienced in the use of remote access applications

•         Monitor Tier 1 ticket resolution

•         Update tickets with the latest status

•         Escalate the ticket to the correct group if the incident can’t be resolved

•         Willing to work additional hours and/or perform additional tasks



•         Prior Help Desk experience (2-4 years).

•         2-year Degree (AA) in computer science; or like experience.

•         Active Certification required: HDI, Windows 10, MCP, MCSA, Mac OS X Essentials

•         Experience working with computers and operating systems.

•         Experience with trouble ticketing system—currently using Zendesk

•         Thorough knowledge of desktop and business/technical support systems.

•         Experience with both Windows and Apple OS

•         Strong critical thinking skills that facilitate expedient problem solving.

•         Strong communication skills.

•         Document problems and resolutions worked on in a timely and efficient manner

MSI is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin.




Metro Systems

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Charlotte, NC



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