Desktop Support Technician

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

We are seeking a reliable, experienced Mid-Level Desktop Support Technician to join our IT Operations team. This role is responsible for providing technical support across a high-volume call center environment, ensuring agents, supervisors, and administrative staff maintain optimal workstation performance. The ideal candidate is detail-oriented, customer-focused, and capable of managing multiple priorities in a fast-paced setting.

Key Responsibilities

• Troubleshoot and resolve issues with Windows PCs, including OS-level errors, application performance, drivers, and user profiles.

• Deploy, image, and configure systems using Windows Deployment Services (WDS) or similar imaging tools.

• Work support tickets end-to-end within a ticketing system, ensuring timely resolution and clear communication.

• Communicate effectively via email, chat, and in person with users and team members.

• Document troubleshooting steps, resolutions, and workarounds thoroughly and accurately.

• Install, configure, and maintain software and hardware, including desktops, laptops, peripherals, and specialized call-center equipment.

• Troubleshoot VoIP systems, softphones, and headset/audio issues.

• Perform regular inventory management for PCs and peripherals.

• Support new-hire setup, workstation preparation, and onboarding processes.

• Participate in break/fix tasks, device refresh cycles, and equipment moves (IMAC).

• Provide basic network troubleshooting.

• Assist with printer installations, driver updates, and troubleshooting.

• Follow IT policies, security protocols, and data-handling standards.

Required Qualifications

• Minimum 5 years of hands-on Desktop Support experience.

• Strong knowledge of Windows 10/11 OS, system logs, and troubleshooting tools.

• Experience with Windows Deployment Services (WDS).

• Ability to work through ticket queues and meet SLAs.

• Excellent written and verbal communication.

• Experience installing software, hardware, and performing upgrades.

• Experience troubleshooting VoIP and softphone applications.

• Familiarity with Active Directory basics.

• Experience with remote support tools.

• Understanding of call-center workstation performance needs.

Preferred Skills

• Experience supporting RingCentral, Genesys Cloud, or similar platforms.

• Familiarity with PDQ Deploy/Inventory, Intune, SCCM.

• Basic understanding of network topologies and VPN clients.

• Experience supporting Chrome browser tools.

• Knowledge of asset management systems.

• Prior call center IT experience.

Soft Skills

• Strong customer service mindset

• Ability to manage multiple tasks

• Self-motivated and able to work independently or as part of a team

• High attention to detail

• Excellent problem-solving and time-management skills

Internal Eligibility Criteria:

• No active PIP within the last 6 months

• Good Attendance Record, 85% or higher for the last 90 days

• QA Scores, 85% or higher average for the last 90 days

• LOB KPIs at or above goal for the last 90 days

• For lateral transfers, 6 months in current role/LOB

• For promotions, no minimum tenure required

• Must be located onsite in Charlotte, NC.

Pay Rate

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!