Desktop Support Technican

Desktop Support Technician

Charlotte, NC – Fully On-Site, 5 Days/Week

Contract Type: 12-Month Contract

About Our Client

Our client is a leading global financial technology and consumer software company with decades of experience helping millions of individuals and businesses manage important financial and tax-related needs. The company develops widely used digital products and services designed to simplify complex financial tasks through technology, data, and personalized experiences. With a large presence across the United States and a diverse workforce spanning technology, finance, customer support, and other business functions, the organization is committed to innovation, customer-centricity, collaboration, and delivering exceptional experiences for both customers and employees.

Job Description

We are seeking a Desktop Support Technician to provide high-touch, hands-on technical support to employees in a fast-paced corporate environment. This role will be fully onsite in Charlotte, NC, supporting users across all levels of the organization, from new employees to senior leadership. The ideal candidate will combine strong technical troubleshooting skills with excellent customer service, communication, and interpersonal skills.

The Desktop Support Technician will troubleshoot and resolve hardware, operating system, software, networking, mobile device, and collaboration-tool issues across Mac and Windows environments. This position will manage support tickets through resolution, meet established service-level expectations, document technical solutions, and collaborate with other IT and Engineering teams when escalation is required.

Success in this position requires more than technical knowledge. The ideal candidate is reliable, punctual, customer-focused, adaptable, and comfortable providing face-to-face support. Experience with every tool in the environment is not required, as training will be provided on company-specific technologies and processes.

Duties and Responsibilities

• Provide onsite technical support for employees across Mac and Windows environments.
• Diagnose and resolve hardware, software, operating system, networking, and connectivity issues.
• Provide desk-side and walk-up support in a corporate office environment.
• Support senior leaders and executives with a high level of professionalism and customer service.
• Troubleshoot and support iOS and Android mobile devices.
• Assist employees with collaboration and productivity tools, including Slack, Google Workspace, Microsoft 365, and Zoom.
• Manage and document technical issues through an enterprise ticketing system such as ServiceNow.
• Troubleshoot Active Directory, Exchange, shared mailboxes, distribution lists, and related enterprise technologies.
• Support endpoint management, software distribution, patching, and mobile device management technologies.
• Follow established SOPs, escalation procedures, security requirements, and SLAs.
• Maintain accurate and detailed ticket documentation to support effective handoffs and escalations.
• Take ownership of customer issues through resolution and proactively communicate status and next steps.
• Identify recurring technical issues and recommend process improvements, automation, or self-service solutions.
• Create, maintain, and improve knowledge-base documentation and technical support procedures.
• Collaborate with IT, Engineering, and other technical teams to resolve complex issues.
• Participate in team projects, retrospectives, process improvements, and technology initiatives.
• Share technical knowledge and troubleshooting approaches with other team members.
• Adapt quickly to new technologies, tools, configurations, and company processes.

Required Experience/Skills

• 3–5 years of experience in Desktop Support, Service Desk, IT Support, or a related technical support role.
• Hands-on experience troubleshooting Windows 10/11 and macOS environments.
• Experience providing onsite, desk-side, or face-to-face technical support.
• Strong troubleshooting and problem-solving skills.
• Experience supporting wired and wireless networking issues.
• Working knowledge of Active Directory.
• Familiarity with Exchange and enterprise email technologies.
• Experience with IT ticketing systems such as ServiceNow or comparable platforms.
• Working knowledge of collaboration tools such as Slack and Google Workspace.
• Familiarity with video conferencing platforms such as Zoom.
• Experience supporting iOS and Android mobile devices.
• Strong customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Ability to work independently while collaborating effectively with a technical team.
• Strong reliability, punctuality, organization, and attention to detail.
• Ability to work fully onsite five days per week in the Charlotte office.

Nice-to-Haves

• Experience supporting executives, senior leadership, or VIP users.
• Experience in a corporate walk-up, IT bar, or tech bar environment.
• Experience with Microsoft Intune, MDM, UEM, or similar endpoint-management platforms.
• Experience with software distribution and patch-management technologies.
• Experience supporting both Mac and Windows users in a large enterprise environment.
• Experience creating or maintaining technical knowledge-base articles.
• Experience with ITIL processes or IT service management frameworks.
• CompTIA, ITIL v4, ACMT, or CCT certification.
• Experience identifying recurring technical issues and recommending process improvements.

Education

• Associate’s degree in Computer Technology, Information Technology, or a related field, or equivalent education and experience.

Pay & Benefits Summary

• Pay Rate: $25/hour
• 12-month contract initially
• Approximately 3–4 weeks of training and ramp-up will be provided.
• Training includes knowledge-base review and hands-on learning of company-specific systems and processes.
• Fully onsite position in Charlotte, NC, five days per week.

Apply Now! If you are a customer-focused IT professional who enjoys solving technical problems and providing high-quality, face-to-face support, we encourage you to apply and join the team.

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