SATO America · 2 months ago
Helpdesk Technician II
Charlotte, NC
Full-time
Onsite
Entry, Mid Level
2+ years expSATO America is seeking a Helpdesk Technician II to serve as the primary point of contact for all IT support needs within the organization. This role involves troubleshooting and resolving user support requests, maintaining hardware and software inventory, and providing excellent customer service to non-technical users.
Information TechnologyInternetSoftwareTransportation
Responsibilities
Serve as the primary point of contact for all user support requests via phone, email, ticketing system, in person or remote
Troubleshoot and resolve Level I and Level II issues, including but not limited to: Hardware issues: desktops, laptops, monitors, printers, peripherals Operating System problems, software utilities, patches, OS updates Account and permission issues (e.g. Active Directory/user directory task
Deploy, configure, and maintain end-user hardware and peripherals; perform imaging and setup for new machines; handle user onboarding/offboarding
Maintain and update hardware / software inventory, asset tracking, and configuration documentation
Manage ticket queue: prioritize, respond in a timely fashion, follow up, escalate issues beyond your scope
Create, maintain, and improve internal documentation, knowledge base articles, troubleshooting guides, and standard operating procedures
Provide excellent customer service; communicate technical information clearly and kindly to non-technical users
Be proactive in identifying recurring problems and suggesting improvements to avoid repeated issues
Occasionally assist with after-hours or on-call work for urgent issues if required
Collaborate with other teams (network, security, infrastructure) when escalations or cross-team issues arise
Qualification
Required
High school diploma or GED; associate degree or relevant technical training preferred
Minimum of 2-4 years' experience in technical support / helpdesk / desktop support roles
Strong working knowledge of Windows (and ideally Mac) operating systems, standard desktop software (Office, email, browsers), printers/peripherals
Experience with basic networking: Wi-Fi, LAN, VPN, hostname / IP issues, etc
Familiarity with user directory services (e.g. Active Directory), account creation, permissions, resets
Experience using a helpdesk ticketing system; ability to manage your queue and log work clearly
Good diagnostic / troubleshooting skills; ability to think through problems, ask clarifying questions, escalating when necessary
Strong customer service / communication skills; able to explain technical issues to non-technical users
Preferred
Certifications such as CompTIA A+, Network+, Microsoft Modern Desktop, etc
Experience with imaging / deployment tools, remote support software
Some exposure to security best practices (patch management, endpoint protection, safe browsing)
Experience working alone as primary support for an organization or a small team
Experience with maintaining hardware inventory, tracking, coordinating warranty repairs
Company
SATO America
SATO (TSE:6287) is a leading global provider of Auto-ID solutions that connect people, goods and information.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Stephen S.
President & CEO
Recent News
2024-04-06
Supply Chain Quarterly
2023-12-25
Company data provided by crunchbase