IT Service Desk Specialist
Location: near uptown Charlotte, NC (Onsite)
Duration: 6-month Contract
Pay: $28-30/hr
 

Job Summary

The IT Service Desk Specialist will serve as the first point of contact for technical support, providing timely and professional assistance to staff in resolving IT-related issues. This role requires strong troubleshooting skills, excellent communication, and the ability to manage incidents effectively in a fast-paced environment. The ideal candidate brings hands-on service desk experience, project management knowledge, and a commitment to organizational values of accountability, humility, and integrity.

Essential Functions

• Serve as the first point of contact for staff seeking technical assistance via phone, email, or in person.

• Perform remote troubleshooting using diagnostic techniques and targeted questioning.

• Manage service requests and incidents through the ticketing system, ensuring proper documentation, prioritization, and resolution.

• Determine best solutions based on user issues and details provided.

• Guide users step-by-step through problem-solving processes.

• Follow up and update customer status and information promptly.

• Escalate feedback and suggestions to the appropriate internal team.

• Identify and recommend improvements in IT procedures and workflows.

• Provide account setup, management, and auditing support.

• Troubleshoot issues involving software, hardware, and networking.

• Thoroughly document troubleshooting steps and resolutions in the knowledge base for future reference.

• Uphold organizational values of accountability, humility, and integrity in all work.

• Promote stewardship of financial and technical resources to maximize impact for those affected by or at risk of disaster.

• Perform other duties as assigned.

Qualifications

Required Experience:

• Two (2) years of IT service desk or similar technical support experience, preferably within the humanitarian sector and/or international context.

• Familiarity with project management practices.

Required Education:

• Bachelor’s degree in Information Technology, Computer Science, or related field preferred.

Licenses/Certifications (Preferred):

• CompTIA A+ certification.

• ITIL certification.

• Project Management certification.
  
  Category Code: JN008
  #LI-AK1