Helpdesk Tier 1 Support Agent

2 weeks ago

Charlotte, NC, United States AccruePartners Full time
HELPDESK SUPPORT AGENT (TIER 1)

THE TEAM YOU WILL BE JOINING:
  • Join a well-established global manufacturer headquartered in Gastonia, NC, with a proud century-long history of innovation and operational excellence.
  • The IT organization is undergoing an exciting transformation - shifting two senior resources toward strategic Security and Infrastructure initiatives and bringing on this Tier 1 Support Agent to take ownership of front-line support and daily service delivery.
  • You`ll be part of a tight-knit internal IT team that supports approximately 1,000 Windows and Microsoft 365 users, ensuring that business operations across offices and production facilities run smoothly.
WHAT THEY OFFER YOU:
  • A stable, long-standing organization that continues to invest in modern IT and digital infrastructure.
  • Direct exposure to Infrastructure and Security projects, providing a clear growth path into higher tiers of support.
  • Hands-on technical work in a modern Microsoft environment (M365, Windows 10/11, file servers, and printers).
  • The chance to gain the end-user experience, working onsite with both corporate and plant personnel.
  • A collaborative culture built on reliability, customer focus, and continuous improvement.
Where is it Located?
  • Onsite - Gastonia, NC
WHAT YOU WILL DO:
  • Serve as the first point of contact for incoming IT tickets (email and portal).
  • Triage, troubleshoot, and resolve Tier 1 issues across Windows and M365 applications (Outlook, Teams, OneDrive, etc.).
  • Escalate complex issues to Tier 2/Tier 3 while maintaining ownership of user communication.
  • Image and configure new devices, deploy standard software, and ensure corporate policy compliance.
  • Support user onboarding and offboarding (accounts, access, hardware).
  • Maintain accurate documentation of issues and resolutions within the ticketing system.
  • Provide exceptional customer service, helping users feel supported and confident in their IT interactions.
HOW YOU WILL QUALIFY:
  • 1-3 years of experience in IT Help Desk, Desktop Support, or Technical Support roles.
  • Proficiency with Windows 10/11, Microsoft 365, Active Directory, and basic file/printer troubleshooting.
  • Experience with device imaging, configuration, and software deployment.
  • Strong communication skills and a customer-first mindset.
  • (Bonus) Bilingual - Spanish/English and/or prior experience supporting users in a manufacturing or industrial setting.

#LI-TF1

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