IT Support Engineer

Role Overview

The IT Support Engineer position at FloresHR, located in Charlotte, NC, involves providing prompt and practical technical help related to computer systems. This role serves as the initial contact for colleagues experiencing technical difficulties, offering advice and resolving issues efficiently. It requires strong communication skills to understand problems and explain solutions clearly while maintaining excellent customer service and patience in complex situations. Reporting directly to the IT Manager, the role supports the company's core values and contributes to maintaining professional relationships and organizational goals.

Key Responsibilities

• Act as the primary point of contact for employees seeking technical support via phone or email.
• Conduct remote troubleshooting by utilizing diagnostic methods and asking relevant questions.
• Support new employee onboarding by providing necessary equipment and resources.
• Manage the assignment and tracking of hardware to staff, ensuring appropriate allocation and timely returns.
• Work alongside HR and other teams to facilitate employee separation processes.
• Install, modify, and repair computer hardware and software as needed.
• Identify the optimal solutions based on information given by users.
• Provide precise details regarding IT products and services.
• Document all incidents, problems, and resolutions in logs thoroughly.
• Relay user feedback and suggestions to the correct internal teams.
• Undertake additional tasks as assigned while upholding the company's core principles in all work produced.

Candidate Profile and Requirements

• At least two years experience in a help desk or technical support role.
• Bachelor's degree preferred, particularly in Computer Science or Management Information Systems, though not mandatory.
• Proficient with computer systems, mobile devices, and technology troubleshooting.
• Experience in cloud environments, especially with Azure/Entra, is desirable.
• Knowledgeable in device security tools such as Intune and Microsoft Defender, including endpoint detection and response.
• Detail-oriented and organized in tracking technical support issues.
• Excellent written and oral communication, with the ability to simplify technical concepts for non-technical users.
• Committed to delivering high-quality customer service.

Work Environment

The standard working hours are Monday through Friday, from 8:30 a.m. to 5:00 p.m. ET, with an hour lunch break. This role operates in a professional hybrid setup, requiring presence at the Charlotte office three days per week. The position involves mainly sedentary desk work using computers and common office equipment such as phones, copiers, and printers, and frequent communication with team members and candidates.

Employee Support and Benefits

• Competitive health insurance plans including medical, dental, and vision coverage for employees and their families.
• Company-funded Health Savings Accounts (HSAs) and 401(k) plans with up to 5% company match.
• Additional insurance options such as life, accident, and pet insurance.
• Work-life balance supported through a standard Monday to Friday schedule, generous vacation allowances, and a Life Balance Reimbursement Plan.
• Community involvement initiatives that encourage and support volunteer efforts by staff.

Company Values and Commitment

• Dedicated to ethical conduct and honesty.
• Strives to deliver remarkable service experiences.
• Fosters trust within the team as a foundational value.
• Encourages high-performance teamwork to achieve outstanding outcomes.
• Committed to simplifying benefits technology for users.
• Focuses on empowerment, empathy, and respect for both team members and the broader community.

Diversity and Inclusion

FloresHR is an Equal Employment Opportunity employer committed to fostering a diverse and inclusive workplace. The company prohibits discrimination based on various protected characteristics, ensuring a welcoming environment for all employees. This description encompasses the essential responsibilities and qualifications but is not exhaustive.