IT Service Desk Technician, Kernersville, NC

Job Details: Job Location: Kernersville

• Kernersville, NC, Salary Range: Undisclosed, Help Desk Technician Department: Information Technology Job Status: Full Time FLSA Status: Exempt Reports To: IT Manager Work Schedule: Monday through Friday Travel: About 75% during the initial 3-month training and startup period, dropping to 10% after January 2027 Positions Supervised: None Position Summary The Help Desk Technician is employees' first point of contact for technical support. This role sets up and maintains computers, mobile phones, and user accounts, resolves day-to-day technical issues, and helps keep company systems secure. The technician will also play a key role in launching new field and office contracts in Virginia and North Carolina.

Key Responsibilities

Receives, prioritizes, and documents support tickets and assignments from the IT Manager. Responds to employee technical questions and issues by phone, email, and in person, escalating to senior staff when needed. Sets up, images, and deploys laptops, desktops, mobile phones, and peripherals for new and existing employees.

Creates and maintains user accounts and access, including Microsoft 365, in line with company security policies. Resets passwords and supports multi-factor authentication. Installs and maintains antivirus, endpoint protection, and software updates. Troubleshoots hardware, software, printer, and network connectivity issues.

Monitors systems and network activity for security risks and reports concerns. Keeps an accurate inventory of IT equipment and assets. Maintains confidentiality of sensitive company and customer information. Performs other related duties as assigned. Startup and Travel Responsibilities Travels extensively during the first 3 months for training and onboarding in Virginia, with travel decreasing after January 2027.

Transports and delivers computers, phones, and company equipment between offices in Virginia and North Carolina. Supports the startup of new contracts, including equipment setup and onboarding for field technicians and office teams.

Qualifications

High school diploma or equivalent required. An associate's degree or coursework in IT is preferred. [1 to 2] years of help desk or technical support experience preferred. Working knowledge of Windows, Microsoft 365, and iOS and Android mobile devices. Strong customer service, communication, and problem-solving skills.

Ability to work independently and manage multiple priorities.

Requirements

Valid driver's license and an acceptable driving record. Able to travel overnight as required. Able to lift and carry equipment up to 50 lbs.

Qualifications

Skills and Experience:

• Excellent and accurate data entry and typing skills.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Office Suite or related software.
• Good organizational skills and attention to detail.
• Ability to keep information confidential.
• Ability to work independently and perform work in a timely manner.

Requirements

• High school diploma or equivalent required.
• Some data entry experience preferred. Work Environment:
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 25 pounds at times. This job description has been reviewed to ensure that essential functions and basic duties are included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Supervisors, as deemed appropriate, may assign additional functions and requirements. This job description may change at any time and without prior notice.