Job Title: Helpdesk Support Technician (Level 1)
Location: Charlotte, NC (Onsite / Hybrid options available)
Type: Contract-to-Hire / Full-time
Overview
We are seeking a Level 1 Helpdesk Support Technician to join a growing IT team supporting end users across desktop, laptop, and mobile environments. The ideal candidate will have a passion for technology, strong troubleshooting skills, and a customer-first attitude. This position provides the foundation for future growth into systems, networking, or cybersecurity roles.
Key Responsibilities
• Serve as the first point of contact for IT support requests via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, and network connectivity issues for desktops, laptops, and peripherals.
• Perform password resets, user account management, and basic Active Directory administration.
• Support Windows 10/11, Microsoft 365 (O365/M365), and basic VPN connectivity issues.
• Escalate complex incidents to Level 2 or specialized teams following standard escalation procedures.
• Document issues, solutions, and troubleshooting steps accurately within the ticketing system (ServiceNow, Jira, or equivalent).
• Assist with onboarding/offboarding, including device setup, email configuration, and access provisioning.
• Maintain professionalism and provide exceptional customer service to end users at all times.
• Participate in routine system maintenance tasks and contribute to continuous improvement initiatives.
Required Skills & Experience
1–2 years of experience in IT support, service desk, or technical assistance (or equivalent internship/training experience).
Working knowledge of:
• Windows 10/11
• Microsoft 365 / Office 365 / Outlook
• Active Directory & password resets
• Remote desktop tools (RDP, AnyDesk, TeamViewer)
• Basic networking (DNS, DHCP, VPN)
• Excellent communication, problem-solving, and customer service skills.
• Ability to multitask and prioritize in a fast-paced environment.
Preferred Qualifications
• CompTIA A+ or Network+ certification.
• Experience with ServiceNow, Remedy, or Jira ticketing platforms.
• Exposure to macOS or mobile device support.
• Strong interest in IT career progression (systems admin, cybersecurity, or cloud)
Founded in 2020, Integra Marinas, a subsidiary of Integra Investments, is a leading marina owner, developer, and operator of premier marinas in the best boating markets along the east coast of the U.S. Today, Integra Marinas owns seven marinas and has plans to continue...
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