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Level 1/2 Desktop Support

Vaco
$25.00 - $30.00 / hr
United States, North Carolina, Raleigh
Sep 12, 2025
Technical Support Technician Onsite
Hours 8am-5pm

Summary:

We are seeking a motivated and customer-focused Desktop Support Technician (Level 1/2) to provide technical assistance, troubleshoot issues, and ensure smooth operation of end-user systems. This role will handle first-line support (Level 1) and escalate or resolve more complex technical problems (Level 2) related to desktops, laptops, applications, and peripherals.

Responsibilities:

Level 1 (Frontline Support):

  • Serve as the first point of contact for incoming technical support requests via phone, email, chat, or ticketing system.

  • Diagnose and resolve basic hardware and software issues (password resets, connectivity issues, printer support, application access, etc.).

  • Log, track, and document incidents in the IT service management system.

  • Escalate unresolved issues to Level 2 or higher-level support teams when necessary.

  • Provide step-by-step technical assistance to non-technical users.

  • Follow standard operating procedures (SOPs) and knowledge base documentation.

Level 2 (Advanced Support):

  • Troubleshoot and resolve more complex technical issues related to desktops, laptops, mobile devices, and supported applications.

  • Install, configure, and maintain operating systems, software, and hardware.

  • Perform system imaging, upgrades, patching, and security updates.

  • Support network connectivity issues (VPN, Wi-Fi, LAN).

  • Collaborate with infrastructure, network, or application teams for escalated issues.

  • Document solutions for recurring issues and contribute to the knowledge base.

  • Provide on-site support as needed, including setup and deployment of new hardware.

Qualifications:
  • Associate's or Bachelor's degree in Information Technology, Computer Science, or equivalent experience.

  • 1-3 years of experience in a desktop support or help desk role.

  • Strong knowledge of Windows and/or macOS environments.

  • Familiarity with Active Directory, Microsoft 365, and common business applications.

  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).

  • Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk).

  • Strong problem-solving, communication, and customer service skills.

  • CompTIA A+, Microsoft, or ITIL certifications preferred.

Competencies:
  • Ability to prioritize and multitask in a fast-paced environment.

  • Strong attention to detail and documentation practices.

  • Customer-first mindset with patience and empathy.

  • Willingness to learn and grow into higher-level IT roles.

Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

EEO Notice

Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.

Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .

Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.

By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.

Privacy Notice

Vaco by Highspring and its parents, affiliates, and subsidiaries ("we," "our," or "Vaco by Highspring") respects your privacy and are committed to providing transparent notice of our policies.

  • California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
  • Virginia residents may access our state specific policies here.
  • Residents of all other states may access our policies here.
  • Canadian residents may access our policies in English here and in French here.
  • Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice

Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:

  • the individual's skill sets, experience and training;
  • licensure and certification requirements;
  • office location and other geographic considerations;
  • other business and organizational needs.

With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.

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