Jr IT Helpdesk Support Specialist

2 weeks ago

Durham, United States TCWGlobal Full time

Jr IT Helpdesk Support Specialist

Durham, NC 27701 (*Onsite, Local candidates only)

$23hr (Weekly pay)

12 month contract (Excellent potential for extension)

Full-time. M-F (Regular Business hours)

Benefits: Medical/Dental/Vision


The IT Support Specialist coordinates, diagnoses, and troubleshoots internal employee issues with technology. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users. Supports and maintains effective relationships with users. Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support. Responsible for supporting end-user technologies for company users as well as providing onsite support for our offices. The position supports all company standard systems, applications and software; including, but not limited to:

What excites you:

  • Receives requests through the IT ticketing system, via email, Slack, or phone for assistance on computer related problems including network, hardware, software, peripheral, and related equipment; determines severity of problems; troubleshoots, resolves or refers to appropriate technical staff as appropriate, trains users in resolving problems.
  • Participates in the acquisition, installation, upgrade, and maintenance of workstations, laptops, software, and related systems; installs, moves /relocates, and configures software for new users; Install, configure, and patch various operating systems (Windows 10, OSX) for laptops /desktops; manage hardware and software asset lists
  • Ensures quality customer service to Avalara staff; ensures proper and accurate feedback on technical problems; and coordinates communication between user and IT staff
  • Utilizes and maintains ticket tracking systems, software, and related systems to ensure efficient help desk and customer service operations, maintains forms, documentation, and logs
  • Escalates technical issues and coordinates with IT staff to resolve problems and provide solutions
  • Ensures conformance with established IT and company policies and procedures; recommends improvements in workflow, procedures, and use of equipment and forms; implements improvements as approved; and provides on-call support

What excites us:

  • 2-8 yrs experience Helpdesk/IT Support Specialist in a fast-paced environment
  • Experience troubleshooting employees onsite and remote; desktop, laptop etc
  • Must have passion, drive, ambition and wants to be part of a team
  • Some knowledge in school or work with troubleshooting skills for Windows and Mac based platforms, smart phones, and A/V equipment
  • Must be able to multi-task and take ownership of IT operations, handle multiple IT projects
  • Requires being organized, go getter and proactive
  • Must have excellent communication skills. People skills – ability to provide exceptions customer service
  • Ticketing system experience, preferably JIRA and/or Confluence or similar
  • Some Office365 experience or exposure on the administrative side Knowledge of domain management applications
  • Demonstrated knowledge of networking and hardware standards
  • Some understanding of security concepts, principles and practices
  • A+/Microsoft certification a plus (or working towards)

Experience, education or interest in learning below:

  • Microsoft Windows 10
  • Apple OSX
  • Microsoft Office 365
  • Anti-virus software
  • Software VPN
  • Mac and Windows laptops and workstations
  • RingCentral VOIP Software
  • Printers, MFP and Fax devices
  • Polycom and Zoom Video Conferencing technology


Please send your resume. Thank you

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