IT Support

Hello,

SpiceOrb is looking for an IT Support n Charlotte, NC

Role: IT Support

Location: Charlotte, NC(Onsite)
Duration: 12+ Months Contract

Job Description
The Executive Leadership and Headquarters IT Support Specialist provides
dedicated, high-touch IT support to Brightspeed's C-suite, executive leadership
team, and employees based at the company's headquarters.
This role delivers a white-glove support experience across a broad range of
technology needs, ensuring issues are resolved quickly, thoroughly, and with
minimal disruption. Success requires a strong combination of technical
expertise, sound judgment, discretion, communication skills, empathy, and
patience.
The specialist will also partner closely with the Microsoft 365, Endpoint, and
Service Desk teams to support, manage, and improve Brightspeed's IT
environment.
Key Responsibilities
Provide dedicated IT support to the executive leadership team and
headquarters employees.
Deliver white-glove service by resolving technical issues promptly,
professionally, and completely.
Troubleshoot hardware, software, mobile device, connectivity,
collaboration, and access-related issues.
Create documentation and provide hands-on training for new systems,
tools, and features.
Support the rollout of new hardware and software, incorporating feedback
from executive users.
Partner with the Service Desk to create and maintain knowledge base
articles.
Identify recurring hardware and software issues and advise IT leadership
on trends, risks, and improvement opportunities.
Partner with the Microsoft 365 team to support the administration and
maintenance of SharePoint, Active Directory, Exchange, Microsoft Teams,
and related services, with the team providing technical guidance and
escalation support as needed.

Serve as an advanced escalation point for complex Service Desk issues at
approximately Tier 2.5 support.
Collaborate with the Endpoint team to support Windows, macOS, Android,
and iOS devices, while relying on the team for platform expertise, advanced
troubleshooting, and support with upgrades and device management.
Provide recommendations and user feedback related to device standards,
upgrades, and technology improvements.
Coordinate with internal IT teams and vendors to ensure executive issues
receive appropriate priority and follow-through.
Required Qualifications
Strong interpersonal skills, with demonstrated empathy, patience,
professionalism, and discretion.
Ability to remain calm and resourceful while resolving high-priority issues
under pressure.
Advanced web research skills and the ability to quickly identify reliable
technical solutions.
Exceptional verbal and written communication skills.
Strong knowledge of Windows 10 and 11, macOS, iOS, and Android.
Solid understanding of PC, Mac, and mobile device hardware.
Working knowledge of Microsoft 365 applications and services.
Familiarity with remote support and management tools such as
BeyondTrust Remote Support, formerly Bomgar, and Client vPro.
Demonstrated critical-thinking, troubleshooting, and problem-solving
skills.
Ability to manage multiple priorities while maintaining a high standard of
service.
Preferred Qualifications
Microsoft 365 administration experience.
Previous experience in a help desk, technical support, hospitality,
restaurant, or retail environment.
Experience creating reports and dashboards in ServiceNow.