Support Technician
Palmetto Clean TechCharlotte, North Carolina
Full Time
Posted November 26, 2025
Not Specified
Remote
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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 via remote channels
- Manage and maintain core IT systems including account management, hardware setup, and light maintenance
- Respond to and resolve help desk tickets within SLA guidelines, primarily through Salesforce Service Cloud
- Troubleshoot hardware and software issues on Windows and Mac laptops
- Set up and deploy new laptops for remote employees
- Escalate complex technical issues to Tier 2 or other IT teams when necessary
- Document and update internal policies, support procedures, and technical knowledge bases
- Assist with onboarding and offboarding of employees, including equipment ordering and access management
Requirements
- Minimum 1-3 years of experience or similar work history in IT support or related roles.
- Possession of industry technical certifications is a plus.
- Strong communication skills both written and verbal.
- Ability to quickly and courteously respond to assigned tickets and tasks in accordance with SLA guidelines, with a primary focus on the daily management of the Core System Ticket queue via Salesforce Service Cloud.
- Experience providing remote technical support to end-users, including troubleshooting and resolving fundamental technical issues such as password resets, software installations, and general hardware inquiries.
- Experience with troubleshooting Windows and Mac laptops.
- Ability to set up and deploy new laptops for remote employees.
- Experience assisting with account management, hardware troubleshooting and setup, light maintenance, access requests, onboarding, and offboarding of employees.
- Ability to assist in ordering equipment and supporting onboarding and offboarding processes primarily in the Philippines but also in the US.
- Ability to utilize Salesforce to record, track, and resolve incoming service requests related to hardware and software issues.
- Experience helping to create, update, and document internal policies and standards for network access to the Palmetto Core System stack.
- Ability to help train, educate, and communicate knowledge of applications, system tools, and technical processes to employees when required.
- Willingness to update technical support documentation, company Wiki Confluence, Guru, and knowledge base as needed.
- Basic understanding of IT systems and a desire to expand knowledge in areas such as MDM, SSO SAML, AntiVirus, Scripting, Automations, and Onboarding/Offboarding systems.
- Employment contingent upon the successful completion of a background check.
Benefits & Perks
unlimited PTO
medical coverage
dental coverage
vision coverage
paid parental leave
retirement plans
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