Support Technician
Palmetto Clean TechCharlotte, North Carolina
Full Time
Posted November 26, 2025
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Job Description
A Support Technician responsible for providing technical assistance to employees, managing IT systems, troubleshooting hardware and software issues, and supporting remote onboarding and offboarding processes within a dynamic, environmentally-focused company.
Key Responsibilities
- Assist employees with technical support and troubleshooting for hardware and software issues.
- Manage and maintain core systems such as Google, OneLogin, Salesforce, Slack, Office 365, and others.
- Handle account management, onboarding, offboarding, and equipment ordering for employees.
- Respond promptly to support tickets via Salesforce Service Cloud, Slack, and email, ensuring SLA compliance.
- Troubleshoot and resolve technical issues including password resets, software installations, and hardware inquiries.
- Escalate complex issues to Tier 2 or other IT teams when necessary.
- Document and update internal policies, technical support procedures, and knowledge base articles.
- Set up and deploy new laptops and hardware for remote employees.
- Provide remote technical support and training to employees on applications and system tools.
Requirements
- Minimum 1-3 years of experience or similar work history in IT support or related roles.
- Possess industry technical certifications (preferred but not mandatory).
- Strong communication skills both written and verbal.
- Ability to confidently prioritize and work through tasks daily.
- Ability to approach challenges and requests with a can-do attitude, helpfulness, and thoughtfulness toward customers.
- Ability to take ownership of tasks and follow through to ensure complete resolution with limited supervision.
- Basic understanding of IT systems and a desire to expand knowledge of MDM, SSO SAML, AntiVirus, Scripting, Automations, and Onboarding/Offboarding systems.
- Experience or ability to provide remote technical support to end-users via Slack, email, and Salesforce.
- Experience troubleshooting Windows and Mac laptops, including setting up and deploying new laptops for remote employees.
- Experience with account management, hardware troubleshooting and setup, light maintenance, access requests, onboarding, and offboarding.
- Ability to quickly and courteously respond to assigned tickets/tasks in accordance with SLA guidelines, primarily managing the Core System Ticket queue via Salesforce Service Cloud.
- Experience assisting in the management and maintenance of core systems including Google, OneLogin, Salesforce, Slack, Atlassian Products, Office 365, Intercom, Bitdefender, Rippling, Zoom, 1Password.
- Ability to assist with ordering equipment, onboarding, and offboarding employees, primarily in the Philippines but also US-based.
- Ability to help create, update, and document internal policies and standards related to network access and system support.
- Willingness to update technical support documentation, company Wiki Confluence, Guru, and knowledge bases as required.
- Employment contingent upon successful completion of a background check.
Benefits & Perks
unlimited PTO
medical, dental, and vision coverage
paid parental leave
retirement plans
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