Help Desk Technician

Position Summary:
The Help Desk Technician is the first point of contact for all IT-related inquiries and issues. This role is crucial in providing excellent customer service and technical support to our internal customers. The ideal candidate will be a highly motivated, customer-focused individual with a strong desire to learn and contribute to a positive customer experience. This is an on-site position based in Charlotte, NC, requiring daily attendance.

Key Responsibilities:

• Provide first-line technical support to end-customers via phone, tickets, and in-person for hardware, software, and network-related issues.
• Log, prioritize, and track all support requests in the IT Service Management (ITSM) system.
• Diagnose and resolve common technical problems, including password resets, software installations, printer issues, and basic network connectivity.
• Escalate complex or unresolved issues to Level 2 technicians or other appropriate IT teams with clear and detailed documentation.
• Perform basic troubleshooting of VoIP phones and other communication tools.
• Guide customers through self-help solutions and best practices for common IT issues.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Adhere to IT policies, procedures, and security best practices.
• Maintain a high level of customer satisfaction through professional and courteous interactions.
  
  

Qualifications:

• High school diploma or GED required. Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• 0-2 years of experience in a help desk, technical support, or customer service role.
• Basic understanding of computer hardware components (desktops, laptops, printers).
• Familiarity with Windows operating systems (Windows 10/11) and Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Basic knowledge of network concepts (TCP/IP, Wi-Fi).
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Exceptional customer service skills with a patient and empathetic approach.
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to lift and move computer equipment up to 25 pounds.
• Must be able to work on-site in our Charlotte, NC office 5 days a week.
  
  

Preferred Qualifications:

• CompTIA A+ certification or equivalent.
• Experience with an IT Service Management (ITSM) system (Manage Engine Service Desk Plus).
• Familiarity with Active Directory for user and computer management.
• Basic understanding of mobile device support (iOS/Android).

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Why Build a Career with Us?

Everyone’s an Owner of the Company: Because every team member contributes to Flow Control Group’s success, everyone has the benefits of ownership! Flow Control Group has a broad-based employee ownership program extended to every employee within our portfolio companies. 
 

Competitive Benefits: Enjoy an attractive benefits package that includes Medical, Dental and Vision insurance (among other plans), competitive 401(k) matching program, career growth opportunities, employee referral program, paid time off and holidays, as well as parental leave.

Training: FCG University learning and training platform available to all employees offering over 80k courses.

Career Growth Opportunities: At Flow Control Group, we are committed to your professional development. With a vast network of over 100 brands across North America, we provide unparalleled opportunities for growth and advancement. Whether you're just starting your career or looking to take it to the next level, we offer custom training programs, mentorship, and a supportive environment to help you achieve your goals. Join us and be part of a dynamic team where your contributions make a real impact.

Equal Opportunity Employer: Flow Control Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other legally protected characteristics.