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# Help Desk Technician

- **Company:** Custom Computer Specialists
- **Location:** Raleigh, NC, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Business Software, Desktop Computing, Issue Tracking Systems, User Provisioning Software, Wi-Fi Technology, Peripherals, Usage Tracking, Wired Networks, Laptops, User Administration, ManageEngine
- **Published:** August 23, 2026
- **Apply:** https://www.dice.com/job-detail/273384d7-af58-452c-8d66-ab8ccb0ac7df

## About the Role

* 1-3 years of help desk / desktop support experience, or equivalent certifications
 * Windows 11 and Microsoft 365 support experience
 * Basic user account support - password resets, account lockouts, MFA assistance (exposure to Entra ID / Active Directory is a plus)
 * Basic connectivity troubleshooting - Wi-Fi, wired network, and printer issues at the user level
 * Experience working in a ticketing system with documented case handling
 * Clear written and verbal communication with non-technical users
 * General understanding of how a corporate IT environment fits together - network, servers, identity, business applications - enough to describe issues accurately and escalate to the right team. Specialist knowledge is not expected.
 * Ability and willingness to learn KIOTI-specific systems and, with training and documented procedures, take on additional routine tasks in these areas over time.

Preferred, but not required:
ManageEngine ServiceDesk / Endpoint Central experience
Basic Exchange Online mailbox administration
RingCentral or comparable cloud telephony administration
Genuine interest in learning enterprise business applications (ERP/CRM) at the user-support level - prior experience not required
Experience supporting warehouse or manufacturing environments (scanners, label printers, ruggedized devices)

## Description

The Help Desk Technician is the first point of contact for employees on technology issues. The technician provides desk-side and remote Tier 1 support for endpoints, peripherals, printing, conferencing, and user-level application issues; executes onboarding and offboarding; and maintains the endpoint asset inventory. All work is tracked in ManageEngine environment and performed against approved processes., End-user support (Tier 1): Receive, triage, resolve, and document incidents and service requests in ManageEngine - desktops, laptops, mobile devices, peripherals, printing, and conferencing/meeting-room equipment. Desk-side on site; remote support for out-of-region users during the coverage window.
Onboarding: Execute new-hire setup per the KIOTI-approved process - account provisioning, mailbox setup, workstation preparation, peripheral and access setup.
Offboarding and asset recovery: Account deprovisioning, equipment collection, asset record updates, and return-to-stock or disposal staging.
Imaging and deployment: Workstation/laptop imaging, configuration, and deployment; hardware refresh execution; mobile device setup.
Asset inventory: Maintain endpoint asset records (assignment, serial numbers, lifecycle status); keep deployable stock ready.
Telephony (user level): RingCentral user provisioning and basic configuration - extensions, voicemail, softphone setup, headset support.
Warehouse-area devices: Support endpoints, barcode scanners, label printers, and terminals located in warehouse areas, in compliance with KIOTI site safety requirements and PPE specifications.
ERP/CRM first-line handling: Receive and triage user-level ERP and CRM tickets - login and access issues, client-side errors, basic how-to questions. Resolve what is resolvable at Tier 1 and escalate substantive application issues to KIOTI internal administrators. ERP/CRM administration and configuration are out of scope.
User enablement: Guide employees on standard hardware and software usage.
Documentation: Document procedures, resolutions, and knowledge-base articles in ManageEngine.


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