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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Service Desk - **Company:** Southminster Inc - **Location:** Charlotte, NC, United States - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Software Applications, Microsoft Office, Software Troubleshooting, Information Technology, Server Operating Systems & Platforms - **Published:** October 4, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18530937?backUrl=%2Fcareer%2F18530937%2FIt-Service-Desk-North-Carolina-Charlotte ## About the Role * Must possess an associate's degree; OR a high school diploma/GED and be currently enrolled in an accredited college or university pursuing a degree. * Minimum of two years of relevant technical education, training, or professional IT experience. Skills and Abilities * Demonstrated excellent customer service, hospitality, interpersonal, and verbal and written communication skills. * Ability to provide courteous, patient, and effective technical support to end users with varying levels of technical knowledge. * Working knowledge of Microsoft Windows operating systems, Microsoft Office applications, and Microsoft 365/Office 365 services. * Familiarity with Active Directory, Microsoft 365, Office 365, and other Microsoft related systems, services, and administrative tools. * Ability to support and troubleshoot desktop applications, end user devices, home internet equipment, and other common technology systems. * Familiarity with Windows Server environments. * Strong troubleshooting, analytical, and problem-solving abilities, with the capacity to identify issues, determine appropriate solutions, and escalate concerns when necessary. * Ability to create and maintain clear, accurate, and timely technical documentation, support records, and knowledge base materials. * Preferred experience of at least two years supporting Microsoft Office applications, Windows operating systems, Office 365/Microsoft 365, or comparable end user technologies. * Ability to read, write, and speak English proficiently. * Ability to work independently and collaboratively, manage multiple support requests, prioritize responsibilities, and adapt to changing operational needs. * Willingness to assume additional duties and responsibilities as assigned. ## Description We are seeking a customer focused IT Service Desk team member to provide responsive, high quality support to employees and residents. The ideal candidate enjoys solving problems, communicating clearly with users of all technical skill levels, and takes ownership of issues. This is an excellent opportunity for an entry level IT professional who values both technical troubleshooting and exceptional customer service., * Serve as the first point of contact for employees and residents needing technology assistance, delivering prompt, friendly support with an emphasis on first call resolution. * Troubleshoot, diagnose, and resolve first-level issues involving computers, telephones, common software applications, and other organizational technology systems. * Create and maintain accurate ticket records, documenting reported incidents, troubleshooting actions, resolutions, and follow-up needs. * Escalate complex or unresolved technical issues to the appropriate IT team members while ensuring clear communication and continuity of service. * Provide a positive, service oriented technology experience that helps employees and residents use organizational systems confidently and effectively. * Support departmental objectives, IT projects, and resident technology outreach initiatives as assigned., Southminster is open year round, which will require availability to work evenings, some weekends, and holidays. 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