IT PC Refresh Support Technician

Location:

Murphy,NC

Schedule:

Monday – Friday | 8:00 AM – 5:00 PM

Position Summary

The IT PC Refresh Support Technician is responsible for supporting a PC hardware refresh deployment project by installing, configuring, and deploying new computer equipment for end users. This role provides technical support for hardware and software issues, ensures smooth system operations, and delivers high-quality customer service to employees.

The technician will troubleshoot IT issues, assist users with system-related concerns, and document support activities in the company’s IT service management system.

Key Responsibilities

PC Deployment & Hardware Refresh

- Build, configure, and deploy refreshed computer hardware to end users.

- Install and configure operating systems, applications, and endpoint software.

- Set up and support computer peripherals and accessories.

Technical Support & Troubleshooting

- Troubleshoot and resolve end-user issues related to PC hardware, operating systems, network connectivity, printers, and applications.

- Diagnose and resolve routine technical problems in a timely manner.

- Escalate complex issues to the appropriate support teams after initial troubleshooting.

IT Operations Support

- Provide Level 2 technical support to end users during daily operations.

- Assist with maintaining the reliability and performance of IT systems and devices.

- Provide guidance and explain IT policies, procedures, and system usage to users.

Documentation & Ticket Management

- Document incidents, service requests, and troubleshooting steps in the IT service management (ITSM) ticketing system.

- Track progress and maintain detailed records of support activities and resolutions.

Customer Service

- Deliver excellent technical support and customer service to internal users.

- Communicate technical solutions clearly to non-technical users.

Additional Support

- Provide after-hours support when required for system maintenance, emergencies, or critical troubleshooting.

Required Qualifications

Education

- High School Diploma or equivalent required

- IT-related coursework or certifications preferred

Experience

- 1–2 years of experience in technical support or IT help desk roles

Technical Skills

- Experience installing and configuring computer systems and software applications

- Familiarity with service desk tools and remote support software (e.g., Bomgar)

- Experience supporting Windows and Mac operating systems

- Knowledge of PC hardware, networking basics, printers, and applications

Certifications (Preferred)

- CompTIA A+ - CompTIA Network+

- ITIL v4 Foundation

- Windows 7 / Windows 10 certifications

- Dell Proven Professional certification

Soft Skills

- Strong problem-solving and troubleshooting abilities

- Excellent written and verbal communication skills

- Strong time-management and organizational skills

- Ability to provide professional customer support

Additional Requirements

- Ability to work onsite full-time.

- Ability to respond to after-hours support requests when necessary.

- Ability to manage multiple support requests while maintaining service quality.