L2 HelpDesk Technician | Hybrid - Raleigh/Durham, NC

Company Description

Would you like to contribute to exciting digital transformation projects alongside passionate innovators? With Teamwork, the possibilities are endless. We are a private, fast-growing company with a global reach, powered by the Swiss group TeamWork Corporate and 20 years of uninterrupted growth.   

Joining Teamwork Company means joining our North America-based team of more than 100 experts in an environment that values diversity and international talent. We offer opportunities for continuous learning, a robust benefits package, flexible remote work, and lots of company perks!

Who are we?

TeamWork is an independent international group, founded in 1999 in Geneva by our current CEO, Philippe Rey-Gorrez. We are your strategic partner in digital transformation, specializing in four core businesses: Management Consulting, SAP Business Solutions, Data Analytics, and Technology Platforms. Recognized by our clients for our expertise and experience, TeamWork supports both major international groups and SMEs. TeamWork Management, the group’s US subsidiary, was created in 2017.  

With North America offices in Boston, Fort Lauderdale, San Diego, Montreal, and Toronto, our approach is universal: supporting our clients in all aspects of their digital transformation projects

Job Description

Position Overview

As a HelpDesk Specialist, you will be the primary point of contact for resolving a wide range of technical issues both remotely and in person. Based in the Raleigh/Durham, NC area, this hybrid role offers 3 days of remote work per week with 2 days on-site. You will manage user accounts, troubleshoot application and access issues, and ensure seamless operation of on-site technology. In addition, you'll assist with hardware and software lifecycle management and may participate in cloud and on-premises projects as needed.

Key Responsibilities

• User Request / Incident Management: Provide troubleshooting for access issues, Office Suite problems, and other software-related challenges.
• Meeting Room Technology: Set up, troubleshoot, and maintain audiovisual and conferencing equipment.
• User Lifecycle Management: Assist with onboarding/offboarding, including provisioning/deprovisioning of devices and access rights.
• Hardware Support: Manage the complete hardware lifecycle, from deployment to disposal, including laptops, desktops, mobile devices, and peripherals.
• Device Management: Ensure endpoint devices (laptops, desktops, printers, copiers) are updated, secure, and functional.
• Laboratory Technology: Support any specific lab equipment or specialized devices as needed.
• Endpoint Security: Ensure all endpoint devices adhere to security policies, including antivirus and encryption tools.

Additional Responsibilities

Participate in various side projects related to cloud and on-premises infrastructure when needed. You'll collaborate with other teams to contribute based on workload and priority. In this hybrid role, strong written communication and remote collaboration skills are essential for seamless coordination across the team.

Qualifications

Essential Skills & Experience

• Bachelor's degree in Computer Science, Engineering, or a related field.
• 3+ years of experience in a HelpDesk or IT Support role, with both remote and on-site responsibilities.
• Hands-on experience with user account management tools (Office 365, JIRA, etc.).
• Strong troubleshooting skills in resolving issues related to Office Suite, connectivity, and other software applications.
• Hardware troubleshooting and maintenance skills, including laptops, desktops, and peripheral devices.
• Familiarity with device management systems and lifecycle processes.
• Excellent communication skills, both written and verbal — particularly important given the hybrid remote/on-site schedule.
• Ability to multitask and prioritize in a fast-paced environment while maintaining attention to detail.

Preferred Qualifications

• Certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certifications are highly desirable.
• Experience with endpoint security tools (e.g., antivirus, encryption) and device management best practices.
• Knowledge of cloud infrastructure (Azure, AWS) and on-premises solutions is a plus.
• Demonstrated ability to work independently in a remote setting with minimal supervision.

Personal Attributes

• Customer-Focused:<