Senior IT Support Technician

We are seeking a Service Desk Technician II / Senior IT Support Technician to join a growing IT support team in Greensboro, NC. This hybrid role is ideal for someone with strong end-user support experience who thrives in a customer-facing environment and can bring process improvements to a team that is still building structure., * Provide Tier II service desk support for internal end users through phone, email, remote support, and in-person walk-ups.

• Troubleshoot and resolve software application issues, user access issues, and system-related problems with a focus on delivering excellent customer service.
• Support Windows 11 operating systems and troubleshoot end-user issues related to desktops, laptops, and business applications.
• Provide support for Microsoft 365 applications, including Outlook, Teams, OneDrive, and basic administrative tasks.
• Manage incidents and service requests from intake through resolution using ITSM platforms such as ServiceNow and TeamDynamix.
• Handle a consistent volume of service tickets while maintaining strong response and resolution times.
• Work closely with team members both in person and remotely to resolve issues and improve service delivery.
• Identify gaps in current processes and help create structure, documentation, and best practices where needed.
• Escalate complex technical issues when necessary while maintaining ownership of the user experience.

• 5+ years of hands-on experience in service desk, desktop support, or IT support roles.
• Strong troubleshooting experience with software applications and end-user systems.
• Experience supporting Windows 11 environments.
• Hands-on experience with Microsoft 365, including Outlook, Teams, and OneDrive.
• Experience managing tickets end-to-end within ITSM tools.
• Comfortable working in an environment with evolving processes and limited structure.
• Strong customer service mindset with excellent communication skills.
• Ability to collaborate effectively with teammates in both hybrid and remote settings.