Desktop Support Technician

Job Title: Desktop Support Technician (Onsite – Charlotte, NC) Overview We are seeking a skilled and customer-focused Desktop Support Technician to join our onsite IT team at our Charlotte, NC.

This role is responsible for delivering high-quality technical support and exceptional customer service to internal users across the organization.

The ideal candidate is dependable, detail-oriented, and thrives in a fast-paced environment.

You bring a calm, methodical approach to troubleshooting, strong communication skills, and the ability to work both independently and collaboratively.

A process-driven mindset and the ability to engage effectively with stakeholders at all levels are essential.

Key ResponsibilitiesMonitor and manage ServiceNow ticket queues, ensuring timely updates, assignment, and resolutionProvide onsite support in Charlotte, NC, as well as remote support for distributed usersDiagnose and repair hardware, workstations, and printersDeliver walk-up support via Tech Bar for end usersParticipate in an on-call rotation, including occasional evenings and weekends for upgrades and project workCoordinate with external vendors and internal support teams for issue resolution and escalationMaintain a clean and organized workspace for equipment repair and testingBuild, configure, and deploy workstations, including installing necessary software and driversMaintain accurate hardware and software inventory recordsProvide supplemental Helpdesk support as neededSupport Business Continuity Planning (BCP) activities, including two annual testsAssist with video conferencing systems and meeting setup (Webex, Teams, VTC)Provide support coverage at additional locations when required Required Experience & TechnologiesServiceNowAsset Management toolsMicrosoft SCCMCisco Webex, Microsoft Teams, and video conferencing technologiesWindows 10 and 11 supportCitrix / virtual desktop environmentsApple iPhone and iPad supportPowerShell scripting and automation (preferred)Previous experience in banking or trading environments is a plus Qualifications & Skills3+ years of experience in an end-user support or desktop support roleRelevant certifications or education demonstrating core IT knowledgeStrong knowledge of Microsoft Active Directory (user, group, and computer management)Expertise in Windows desktop operating systems, including registry, Group Policy, and file security (NTFS/share permissions)Proficiency with Microsoft Office, SharePoint, Teams, and OneDriveExperience with SCCM and Citrix Workspace/XenDesktopUnderstanding of core networking concepts (DNS, DHCP, etc.)Excellent customer service and interpersonal skillsStrong written and verbal communication abilitiesAbility to follow direction, prioritize tasks, and meet deadlinesCapable of multitasking across multiple projects simultaneouslyStrong documentation and process creation skillsAbility to translate business needs into technical solutionsCollaborative team player with a proactive mindset Work EnvironmentFully onsite role based in Charlotte, NCOccasional travel to other locations may be requiredParticipation in after-hours support rotation