IT Helpdesk Engineer

Diligente Technologies

Guilford County, NC, United States

about 2 months ago

Role details

Contract type

Temporary to permanent

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

2 years minimum

Working hours

Regular working hours

Job source

disabledperson.com

Tech stack

Microsoft Windows Active Directory Apple Mac Systems JIRA Cloud Computing Collaborative Software Dynamic Host Configuration Protocol Domain Name System (DNS) Identity and Access Management Issue Tracking Systems Virtual Private Networks (VPN) Networking Basics

+10 more

Windows PowerShell Remote Access Technology Software Deployment TCP/IP User Provisioning Software Scripting Enterprise Software Applications Information Technology Patch Management Servicenow

Job description

End-User Support Provide Level 1 / Level 2 technical support for hardware, software, and network-related issues
Troubleshoot Windows, macOS, mobile devices, and peripheral equipment
Support Microsoft 365, collaboration platforms, and enterprise applications
Diagnose and resolve remote access and VPN issues
Deliver both remote and on-site support as required
Incident & Service Request Management Log, track, and resolve tickets in accordance with SLA targets
Follow ITIL-based incident, request, and problem management processes
Escalate complex issues to appropriate technical teams
Document resolutions clearly in the ticketing system
Security & Compliance Enforce cybersecurity policies including MFA, endpoint protection, and patching standards
Support identity and access management (user provisioning, role-based access)
Assist with device encryption and compliance controls
Report and escalate potential security incidents
Infrastructure & Device Management Provision laptops, desktops, and mobile devices
Maintain asset inventory and lifecycle tracking
Assist with software deployment and patch management
Continuous Improvement Contribute to knowledge base documentation
Identify recurring issues and recommend automation or process improvements
Support IT projects such as system upgrades, migrations, and rollouts
Promote self-service capabilities and end-user enablement

Requirements

2-5 years of experience in IT support or service desk operations
Strong troubleshooting skills across Windows and/or macOS environments
Experience with Microsoft 365 and Active Directory / Entra ID
Familiarity with endpoint management tools
Understanding of networking fundamentals (DNS, DHCP, TCP/IP), * ITIL Foundation certification
Network+, or Security+ certification
Experience supporting hybrid or cloud-first environments
Familiarity with automation tools or scripting (PowerShell preferred)
Experience with enterprise ticketing systems (ServiceNow, Jira, Freshservice, etc.)
Strong customer service mindset
Clear written and verbal communication
Structured problem-solving skills
Ability to prioritize in a fast-paced environment
Attention to security and compliance requirements
Collaborative team player with a proactive attitude