Helpdesk Tier 1 Support AgentAccruePartners • Charlotte, NC, United States

Helpdesk Tier 1 Support Agent

AccruePartners • Charlotte, NC, United States

12 days ago

Job type

Full-time

Job description

HELPDESK SUPPORT AGENT (TIER 1)

THE TEAM YOU WILL BE JOINING :

Join a well-established global manufacturer headquartered in Gastonia, NC, with a proud century-long history of innovation and operational excellence.
The IT organization is undergoing an exciting transformation - shifting two senior resources toward strategic Security and Infrastructure initiatives and bringing on this Tier 1 Support Agent to take ownership of front-line support and daily service delivery.
You`ll be part of a tight-knit internal IT team that supports approximately 1,000 Windows and Microsoft 365 users, ensuring that business operations across offices and production facilities run smoothly.

WHAT THEY OFFER YOU :

A stable, long-standing organization that continues to invest in modern IT and digital infrastructure.

Direct exposure to Infrastructure and Security projects, providing a clear growth path into higher tiers of support.

Hands-on technical work in a modern Microsoft environment (M365, Windows 10 / 11, file servers, and printers).

The chance to gain the end-user experience, working onsite with both corporate and plant personnel.

A collaborative culture built on reliability, customer focus, and continuous improvement.

Where is it Located?

Onsite - Gastonia, NC

WHAT YOU WILL DO :

Serve as the first point of contact for incoming IT tickets (email and portal).

Triage, troubleshoot, and resolve Tier 1 issues across Windows and M365 applications (Outlook, Teams, OneDrive, etc.).

Escalate complex issues to Tier 2 / Tier 3 while maintaining ownership of user communication.

Image and configure new devices, deploy standard software, and ensure corporate policy compliance.

Support user onboarding and offboarding (accounts, access, hardware).

Maintain accurate documentation of issues and resolutions within the ticketing system.

Provide exceptional customer service, helping users feel supported and confident in their IT interactions.

HOW YOU WILL QUALIFY :

1-3 years of experience in IT Help Desk, Desktop Support, or Technical Support roles.

Proficiency with Windows 10 / 11, Microsoft 365, Active Directory, and basic file / printer troubleshooting.

Experience with device imaging, configuration, and software deployment.

Strong communication skills and a customer-first mindset.

(Bonus) Bilingual - Spanish / English and / or prior experience supporting users in a manufacturing or industrial setting.

#LI-TF1

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Helpdesk Support • Charlotte, NC, United States

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