Job Title:IT Service Desk Technician (Onsite - Morrisville, NC WFH Flexibility)
Location:Morrisville, NC (Onsite with potential for work-from-home flexibility)
Schedule:Full-time Monday-Friday 11:00 AM - 7:00 PM EST
Job Summary:We are seeking a skilled IT Service Desk Technician with 3-5 years of experience to join our North America IT team. This role is based in Morrisville, NC, and involves supporting end users with a wide range of IT-related issues. The ideal candidate has a strong background in Microsoft 365, is experienced with ticketing systems (preferably ServiceNow), and is comfortable working in a midmarket or enterprise environment.
You'll collaborate closely with our global IT department, including the central IT team in Stockholm, Sweden.
Key Responsibilities:
- Provide responsive IT support via phone and email (majority via email).
- Respond to email tickets within one hour and manage incoming support calls.
- Troubleshoot and resolve hardware, software, and Microsoft 365 issues.
- Support laptops (Windows), mobile devices (iPhones/iPads), AV equipment, and local servers.
- Document and close tickets using ServiceNow or similar ITSM tools.
- Meet defined SLAs and performance metrics for call handling and resolution.
- Collaborate with internal teams and vendors to resolve escalated technical problems.
- Maintain IT documentation and follow security and compliance standards.
Qualifications:- 3-5 years of experience in a Service Desk or IT Support role.
- Proficiency with Microsoft 365 (Teams, Outlook, SharePoint, OneDrive).
- Experience using a ticketing system like ServiceNow.
- Strong troubleshooting skills for Windows OS and iOS mobile devices.
- Familiarity with ITIL practices and SLA-driven support environments.
- Excellent communication and customer service skills.
- Experience working in Pharma, MedTech, or regulated environments is a plus.