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Robert Half Logo Robert Half · IT - Administration

Helpdesk Support Specialist

United States, Charlotte · Job Posted April 11, 2026
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Job Description

We are seeking a motivated and customer-focused Helpdesk Support Specialist to join our IT team. This role is pivotal in ensuring our associates and customers receive timely, professional support for all technology-related issues. You will manage incoming requests, provide first-level support, and escalate issues when necessary, helping drive productivity and operational efficiency across the organization.

Job Responsibility

  • Log and track all incoming calls and requests in the Helpdesk system
  • Respond promptly to Level I support calls and escalations
  • Troubleshoot hardware, software, and peripheral issues
  • Escalate complex issues to appropriate teams
  • Monitor voicemails, emails, and tickets
  • Access knowledge bases, FAQs, and documentation
  • Maintain and update Helpdesk documentation and knowledge resources
  • Contribute to the refinement of the Helpdesk Call Tracking system
  • Create help sheets and FAQs
  • Monitor open requests and ensure timely resolution
  • Conduct follow-up calls or surveys to assess client satisfaction
  • Maintain positive interactions and build rapport with customers
  • Identify areas for process improvement
  • Support special projects and cross-functional IT initiatives
  • Stay current on supported software, hardware, and system configurations

Requirements

  • High School Diploma or equivalent required
  • some college or technical training preferred
  • Minimum 1 year of help desk support experience
  • Familiarity with POS hardware, peripheral devices, and related software preferred
  • Experience with Call Tracking or Ticketing systems is a plus
  • Strong communication, problem-solving, and multitasking skills

Nice to have

  • Familiarity with POS hardware, peripheral devices, and related software
  • Experience with Call Tracking or Ticketing systems

What we offer

  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan
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