292 Help Desk jobs in Lake Wylie

• Serve as Level 1 & 2 support for end-users on Microsoft Windows, Office 365, and various business applications.
• Support desktops, laptops, mobile devices, and perform light hardware diagnostics, repairs, and upgrades.
• Handle new hire IT onboarding and intake process.
• Participate in Help Desk operations, maintaining accurate and timely updates to support tickets.
• Conduct Active Directory tasks including password resets, account unlocks, and group membership changes.
• Monitor and install software updates and operating system patches.
• Create and maintain technical documentation for systems and deployments.
• Stay current with IT trends and recommend hardware/software upgrades as needed.
• Travel as needed to support satellite offices (mostly day trips).

• 3-5 years of experience supporting Windows-based desktop/laptop environments.
• Strong working knowledge of Microsoft Windows 10, Office 365, and Active Directory.
• Familiarity with networking basics (TCP/IP, DNS, DHCP).
• Certifications such as A+, MCP, or MCITP highly preferred.
• Experience with software installation, updates, and patching.
• Basic troubleshooting of network, software, printing, and hardware issues.
• Excellent verbal and written communication skills-able to explain technical issues to non-technical users.
• Strong customer service orientation with a diplomatic, solution-driven mindset.
• Willingness to work flexible hours, including some weekends and occasional overtime.
• Audio/Video system support experience is a plus.

• Be part of a collaborative and diverse IT team
• Gain exposure to a wide range of technologies in a professional setting
• Make a meaningful impact by supporting teams across multiple locations
• Opportunities for continued learning and certification

Softrams, a Tria Federal company, prides itself in leading the charge for innovation and transformation in the federal government space. We offer technological implementations and build customer-centric services that are simple, intuitive, and usable across multiple industries. By partnering with federal agencies, our specialized digital services are reimagining and reshaping the digital landscape to bring positive change for millions of Americans.

Softrams, acquired in November 2024, forms the core of Tria Federal’s new Public Health business unit. Tria Federal (Tria) delivers mission-critical technical expertise and digital services informed by deep customer expertise to Health and Public Safety agencies across the federal sector.

At Tria, we are a dynamic professional community driven by a mission rooted in service to colleagues, customers, and the community. Tria invests in its employees with a top-tier benefits package to support their physical, mental, and financial well-being.

Job Description:

We are looking for a highly skilled bilingual (English/Spanish speaking) part-time Tier 1 Customer Support Analyst to deliver high quality support to our user community. This role will be responsible for providing initial support to all incoming inquiries delivered through a variety of communication mediums involving a variety of support requests. The ideal candidate should be highly focused, detail oriented, and able to multitask in a fast-paced federal healthcare information technology environment. If you are looking for challenges, problem solving, and working with the latest in technology then Softrams has a spot for you.

Basic Requirements:

• Ability to obtain a U.S. Federal Position of Trust clearance designation.
• Must reside in and be able to perform work in the United States.
• Must have lived in the United States for 3 of the last 5 years.
• One or more years of proven experience in an IT service desk and customer service environment.

Additional Qualifications:

• Experience using Help Desk ticketing systems and tools in a federal healthcare space (Centers for Medicare and Medicaid Services).
• Possess the motivation and initiative to adhere to timelines, Service Level Objectives, and manage incoming volumes.
• Demonstrate the adaptability and flexibility to ensure proper staffing requirements during established Help Desk Hours.
• Thrive in a collaborative environment and maintain a positive, professional demeanor.
• Excellent verbal and written communication skills.
• Previous experience working on a Federal Service Desk project.
• ServiceNow knowledge or experience is a big plus.
• Experience with cloud-based Call Center Software, specifically CXone.
• Knowledge and/or experience of Agile methodologies in a Service Desk environment.
• Experience with utilizing Atlassian tools like JIRA and Confluence.

Responsibilities:

• Provide administrative and technical support for the Center for Medicare & Medicaid Services (CMS) Technical Help Desk.
• Resolve incoming support requests and inquiries from customers. Requests include, but are not limited to, system access and/or account issues, system functionality and/or availability, and other inquiries received through various mediums such as phone, email, and other electronic submission methods.
• Review incoming Help Desk inquiries in a timely manner with a focus on delivering a first contact resolution.
• Adhere to established Help Desk workflows to ensure proper triage, research and escalation protocols are followed.
• Track incoming support requests from customers using a CMS‐approved tool (ServiceNow).
• Notify customers of system status such as planned and unplanned outages, service disruptions, and reduced functionality.
• Collaborate with Help Desk leadership and other teams to communicate potential issues affecting volumes.
• Support the development, management and use of customer support scripts.
• Assist with the preparation or maintenance of standard operating procedures and protocols.

Public Trust Clearance:

Many of our roles require the hired candidate to go through public trust clearance. A minimum of 3 years of stay in the U.S. within the last 5 years is required to be eligible to qualify for public trust clearance sponsorship.

Work Location:

Headquartered in Arlington, VA, we also have a primary office in Baltimore, MD for those who prefer to work on-site. However, with employees spread across 40+ states, we have many remote roles.

Why Tria?

What defines the Tria brand is more than just our dedication to excellence in our craft; it’s our incredible team of dedicated, talented, and passionate people that make Tria so exceptional. As people powering possible, we are all partners in our team’s shared success.

As a company that cares about people, we seek to cultivate a culture in which all can thrive personally and professionally. We offer a top-tier benefits package to invest in your physical, mental, and financial health and wellness so that you can be your best self - at work and in life. At Tria, we are growth-minded, entrepreneurial in spirit, and committed to fostering a culture of inclusion and opportunity for all. Whatever your background, your role, your department, or stage in your professional journey, here you will have opportunities to learn new skills, seize new challenges, and advance your career as we grow

EEO Statement:

Softrams, a Tria Federal Company, is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity, national origin, veteran status, or genetic information. Softrams is committed to providing access, equal opportunity, and reasonable accommodation for individuals with disabilities in employment, its services, programs, and activities. To request reasonable accommodation, or to participate in the job application or interview process, contact the Talent Acquisition Team at

Key Responsibilities:

• Provide first-line technical support to end-customers via phone, tickets, and in-person for hardware, software, and network-related issues.
• Log, prioritize, and track all support requests in the IT Service Management (ITSM) system.
• Diagnose and resolve common technical problems, including password resets, software installations, printer issues, and basic network connectivity.
• Escalate complex or unresolved issues to Level 2 technicians or other appropriate IT teams with clear and detailed documentation.
• Perform basic troubleshooting of VoIP phones and other communication tools.
• Guide customers through self-help solutions and best practices for common IT issues.
• Contribute to the creation and maintenance of knowledge base articles and support documentation.
• Adhere to IT policies, procedures, and security best practices.
• Maintain a high level of customer satisfaction through professional and courteous interactions.

• High school diploma or GED required. Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• 0-2 years of experience in a help desk, technical support, or customer service role.
• Basic understanding of computer hardware components (desktops, laptops, printers).
• Familiarity with Windows operating systems (Windows 10/11) and Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).
• Basic knowledge of network concepts (TCP/IP, Wi-Fi).
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Exceptional customer service skills with a patient and empathetic approach.
• Ability to work independently and as part of a team in a fast-paced environment.
• Ability to lift and move computer equipment up to 25 pounds.
• Must be able to work on-site in our Charlotte, NC office 5 days a week.

• CompTIA A+ certification or equivalent.
• Experience with an IT Service Management (ITSM) system (Manage Engine Service Desk Plus).
• Familiarity with Active Directory for user and computer management.
• Basic understanding of mobile device support (iOS/Android).

#manycompaniesoneteam #fcgcareers #flowcontrolgroup

Why Build a Career with Us?

Everyone's an Owner of the Company: Because every team member contributes to Flow Control Group's success, everyone has the benefits of ownership! Flow Control Group has a broad-based employee ownership program extended to every employee within our portfolio companies.

Competitive Benefits: Enjoy an attractive benefits package that includes Medical, Dental and Vision insurance (among other plans), competitive 401(k) matching program, career growth opportunities, employee referral program, paid time off and holidays, as well as parental leave.

Training: FCG University learning and training platform available to all employees offering over 80k courses.

Career Growth Opportunities : At Flow Control Group, we are committed to your professional development. With a vast network of over 100 brands across North America, we provide unparalleled opportunities for growth and advancement. Whether you're just starting your career or looking to take it to the next level, we offer custom training programs, mentorship, and a supportive environment to help you achieve your goals. Join us and be part of a dynamic team where your contributions make a real impact.

Equal Oppo rtunity Employer: Flow Control Group is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or any other legally protected characteristics.

Wray Ward is seeking a proactive, tech-savvy part-time Help Desk Apprentice to support our dynamic creative agency. This entry-level, hands-on opportunity is ideal for someone eager to gain real-world IT experience in a collaborative and fast-paced environment. You'll assist with day-to-day technical support across the agency, helping our team stay connected, productive, and problem-free.

Essential Duties & Responsibilities

• Provide first-level technical support to internal staff via in-person, email, and chat interactions
• Assist with setup, configuration, and troubleshooting of hardware and software on both Mac and PC systems
• Support common platforms including Zoom, Google Workspace (G-Suite), MS Suite, and agency-specific applications
• Help manage user accounts, permissions, and access across various systems
• Maintain IT equipment inventory and assist with hardware swaps, upgrades, and repairs
• Collaborate with the Technology Senior Director to document procedures and create user guides for common support issues and trainings
• Learn and grow through hands-on training, mentorship, and exposure to agency operations and tools

• At least 1 year of relevant technical experience (academic or professional), and/or
• Current enrollment in or recent completion of a technical training program, associate's degree, or similar coursework in information technology, computer science, or a related field
• A strong interest in technology and a desire to grow your IT knowledge
• Excellent communication and customer service skills
• Familiarity with Mac and Windows operating systems
• Exposure to platforms such as Zoom, Google Workspace (G-Suite), and Microsoft Office Suite
• Basic troubleshooting skills with the ability to follow step-by-step instructions
• A detail-oriented mindset and willingness to learn in a fast-paced environment
• A collaborative, can-do attitude
• Availability to work on-site in Charlotte

Non Instructional/Support Services

Job Number

Start Date

Open Date 06/11/2025

Closing Date 07/31/2025

Summary:

This position provides help desk support for the Lawson Business System and the Kronos Time and Attendance system to schools and administrative sites. This position assists with end-user training and on-site support. This position is responsible for working with the Business Systems Technology staff, Kronos Administrator, Finance and Human Resources staff, supporting departments such as Child Nutrition and Supply Services, school and department requesters, as well as consultants and contractors. This position works with the technical team to identify problems and issues and recommend solutions. This position is considered part of the project team and participates in system evaluation, upgrades, and testing.

Essential functions

• SUPPORTS Lawson Business System Software and End-Users

1. Determines and resolves problems for the end-user in the use of Lawson Business System and the Kronos time and attendance system. Forwards non-Business Systems related calls to the appropriate person or department.
2. Keeps schools and CMS departments informed on progress toward problem resolution.
3. Supports functional areas: Finance, Human Resources, Supply Services and Child Nutrition.
4. Creates and maintains user manuals
5. Assists with end-user training. (Instructs smaller classes or one-on-one training).
6. Maintains a call log and problem resolution log using the Cherwell ticketing system.
7. Analyzes call log to develop proactive solutions (ie. training, newsletter articles)
8. Communicates pertinent information on the use of the system through the newsletter or email communication.
9. Participates in staff meetings to plan and coordinate the work of the department.

1. Participates in project planning, testing and implementation of new or upgrade software (for example Lawson or Kronos software upgrade).
2. Suggests new solutions that represent cost-effective processes in supporting schools, departments, and administrative offices.
3. Participates in special projects as assigned.

1. Tracks budget.
2. Purchases all office equipment and supplies.
3. Acts as primary office contact for walk-ins.
4. Enters contract information into the system.

• Knowledge of the Lawson Business Systems software (Financial, Procurement, Inventory Control, and Human Resources)
• Knowledge of the Kronos timekeeping system including time card review and edits, scheduler and reporting
• Knowledge of administrative office computing environments
• Knowledge of computer workstations and operating systems
• Knowledge of Internet browsers
• Knowledge of workstation software (Microsoft Office; Microsoft Project)
• The ability to work independently without direct supervision in an effective way
• The ability to think critically and make decisions in an unstructured environment choosing among competing alternatives that may not be clearly differentiated
• The ability to deal with technology staff, principals, secretaries, department heads, vendors, consultants and contractors in an effective and timely manner
• The ability to communicate new information to school and administrative personnel
• Project management skills
• Written and verbal communication skills

• Bachelor's Degree or equivalent experience and two (2) years experience in supporting users in an ERP (Enterprise Resource Planning) system or
• High School Diploma and six (6) years experience in supporting users in an ERP system

• Two (2) years experience in supporting end-users in the Lawson Financial/
  Procurement/HR system and the Kronos time keeping system.

The Tier 1 Help Desk IT Specialist will be responsible for providing technical assistance and support related to computer systems, hardware, software, and network issues for a public sector client. This position will primarily operate within the ServiceNow platform to log, track, and resolve IT support tickets. The Tier 1 Help Desk IT Specialist will serve as the first point of contact for employees seeking technical assistance and will escalate issues as needed to Tier 2 support personnel.

This is a remote position.

Maximus TCS (Technology and Consulting Services) Internal Job Profile Code: TCS146, T2, Band 5

Job-Specific Essential Duties and Responsibilities:

- Professional Communication: Tier 1 staff are expected to maintain professionalism in all forms of communication with customers, Tier members, and associated contacts.

- Understanding of Help Desk Process: Ensure a complete understanding of the client's Help Desk process, including ticket assignment, categorization, proper escalation, and resolution.

- Issue Reporting: Bring any issues concerning employees to the attention of the Help Desk Team Lead, who will then notify the Help Desk Manager.

- Clear Communication: All written and verbal communication to all parties must be clear, concise, appropriate, and understandable.

- Systems Health Check: Conduct a systems health check every business day at 7 am and report findings to designated email recipients, primarily the operations team.

- Utilization of FAQs and Knowledge Base: Utilize provided FAQs and knowledge base to promptly address or route tickets, with the goal of resolving as many tickets on first contact as possible.

- Phone Answering Protocol: Use a provided script for answering phones for every incoming call to the Help Desk.

- Ticket Handling: Be prepared to handle tickets via email, phone, or other channels as they come into the Help Desk. Retrieve tickets at designated intervals throughout the business day.

- Understanding of Ticket Management System: Possess a complete understanding of the OTS Ticket management system used by the client's Help Desk.

- Information Gathering and Transfer: Obtain and provide all necessary information for tickets to be worked properly. Contact the client's employees who submitted tickets to obtain missing information prior to transferring tickets.

- Documentation: Include all information submitted by ticket submitters, including screenshots and attachments, when transferring ticket information to other parties. Document all communication regarding a ticket in the ticket management system in a timely manner.

- Security Access Requests: Ensure hard copy security access request documents have correct signatures before transferring to the next level for processing.

- Timely Communication: Communicate with all parties efficiently and timely to obtain necessary information.

- Ticket Transfer Coordination: Coordinate the transfer of tickets between Help Desk tiers/groups, including external Help Desks, to mitigate confusion/disagreements between parties.

- Aging Ticket Management: Ensure aging tickets (tickets over 5 days old) are actively addressed by daily follow-ups with assigned personnel.

- Acknowledgment of Requests: Acknowledge, with return communication, receipt and completion of requests for action from all parties.

- Defect and Resolution Approach Communication: Contact client's employees if another Tier identifies issues as defects, change requests, or other resolution approaches using provided scripted email resolution.

- Survey Response Review: Conduct a daily review of incoming ticket survey responses and follow up with client's employees needing further assistance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- Resolution Response Review: Conduct a daily review of all resolution responses from all Tiers to ensure quality assurance. Report findings to the Help Desk Lead, who will report consolidated findings to the Help Desk Manager.

- PII Recognition and Notification: Recognize and properly address Personally Identifiable Information (PII), following set protocols, and notify the Help Desk Lead, who will notify the Help Desk Manager.

- Out-of-Office Ticket Addressing: Address all tickets, including those assigned to other Tier 1 members who are out of the office, without delay.

- Urgent Ticket Handling: Recognize and address certain tickets as urgent, including but not limited to employee out-of-cycle pay requests, employee separation requests, OIG audit requests, and financial document processing issues.

Job-Specific Minimum Requirements:

- Bachelor's degree in Information Technology, Computer Science, or a related field preferred.

- 1+ years of work experience required.

- Proven experience in a technical support role, preferably in a Help Desk or Service Desk environment.

- Proficiency in using the ServiceNow platform for IT service management and ticketing.

- Strong knowledge of computer hardware, software applications, operating systems, and network protocols.

- Excellent troubleshooting and problem-solving skills with the ability to resolve technical issues efficiently.

- Effective communication skills with the ability to convey technical information clearly to nontechnical users.

- Customer-focused approach with a commitment to delivering high-quality IT support services.

- IT certifications such as CompTIA A+, Network+, or ITIL Foundation are a plus.

- Working Conditions:

- This position may require occasional evening or weekend work to support system upgrades or resolve critical issues.

-Contingent upon Individual's ability to obtain security clearance and approval of badging.

#techjobs #clearance

Minimum Requirements

TCS146, T2, Band 5

EEO Statement

Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.

Pay Transparency

Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.

Minimum Salary

$

45,000.00

Maximum Salary

$

60,000.00