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IT Helpdesk Technician

Charlotte, NC
May 19, 2022

General Description

This hybrid position is a Helpdesk Technician supporting internal customers.  This role is part of a small team and is expected to work hands-on to solve problems and execute small projects as well as assisting others on the team, especially less experienced staff.  
The successful candidate would be a highly communicative, detail oriented, career minded individual, with the ability to multitask.  Must be customer service oriented with a positive attitude, always willing to tackle any task and go the extra mile.  This role includes troubleshooting hardware and software, assisting users with day to day software and computer functions, and setting up new systems.

Specific Responsibilities

  • Serve as the first point of contact for customers seeking IT assistance
  • Resolve helpdesk tickets, escalating to others as needed
  • Setup and deploy end-user systems according to our checklist standards
  • Support and maintain laptops, workstations, and printers
  • Troubleshooting and assisting users with Microsoft Office and other end-user software tools
  • Document findings and solutions
  • Train computer users
  • Work on small projects as assigned
  • Manage inventories of laptops and peripherals
  • Support AV systems in conference rooms
  • Assist end users with phone system issues

Required Competencies

  • Excellent communication and customer service skills
  • Tech savvy with strong problem-solving skills
  • Ability to diagnose and resolve basic technical issues
  • Ability to follow detailed instructions
  • Time management skills
  • Teamwork
  • Able to be onsite for a hybrid schedule 

Required Education & Experience

  • 2+ Years of hands-on experience in a help desk role using a ticketing system
  • Experience troubleshooting PC issues
  • Experience with Windows 7/10
  • Ability to troubleshoot MS Office Suite
  • Experience assisting end-users with IT challenges
  • Understanding of basic cyber security principles

Preferred Experience/Competencies

  • Associates Degree or equivalent experience
  • CompTIA A+ Certification helpful but not required
  • Basic understanding of networking protocols and network troubleshooting techniques
  • Experience using a ticketing system and a knowledgebase

Physical Requirements

Standing  Walking  Sitting
Kneeling  Reaching Overhead Climbing
Pushing and Pulling Lifting - 50 Pounds Using a Computer
Using a Telephone Driving  

About R.E. Mason

R.E. Mason is an Emerson Impact Partner and a leading provider of process control solutions and operational certainty for North Carolina, South Carolina and Virginia.  We have been serving Energy, Chemical, Pharmaceutical & Life Sciences, Pulp & Paper and Food & Beverage customers for over 75 years.  From capital projects to ongoing maintenance, our solutions include valves, automated process controls, reliability, safety and more.  We are dedicated to providing exceptional experiences and sustained value for our customers.
We believe our associates are the foundation of both our customers’ and R.E. Mason’s success.  Our strong company culture, and belief in continued investment in our associates, has helped us realize long associate tenures, as well as, long lasting relationships with our customers.