IT Helpdesk Technician

Job Description

Job Description

Compensation $18/hour during a 2-month probationary period, increasing to $20–$30/hour based on experience and performance.

Location Durham, NC – In-office

Schedule Monday–Friday, 8 AM–5 PM, with occasional on-call rotation

Benefits Health/Vision/Dental insurance, PTO, 401k, Certification Reimbursement

About SAM IT Solutions

Founded in 2009 and headquartered in Durham, NC, SAM IT Solutions is a managed service provider (MSP) delivering secure IT services to businesses across the US and beyond. Our mission is simple: help our clients achieve efficiency and organizational success through reliable, expertly-managed technology solutions. Built on a foundation of integrity, transparency, commitment, and efficiency, we've grown into a trusted partner for organizations seeking a true one-stop shop for their IT needs.We believe our people are what set us apart. Our team is made up of passionate IT professionals who thrive on solving challenges and delivering exceptional service. When you join SAM IT Solutions, you'll work alongside collaborative colleagues, gain exposure to diverse clients and modern technologies, and find genuine opportunities to grow your career.

Position Summary

We're seeking a dedicated IT Helpdesk Technician to join our growing MSP team. In this role, you'll provide technical support to a diverse portfolio of business clients, troubleshoot a wide range of network and systems issues, and help drive efficiency through automation. This is a fast-paced, customer-focused position that's perfect for someone who enjoys problem-solving, learning new technologies, and delivering excellent client service.

What You'll Do

• Provide technical support to clients via phone, email, and remote tools
• Troubleshoot and resolve issues with PCs, servers, printers, and peripherals
• Support local area networks (LANs), wide area networks (WANs), and voice services
• Diagnose and resolve software and hardware problems quickly and effectively
• Research client issues thoroughly and provide timely follow-up with clear recommendations
• Create and maintain knowledge base articles to document solutions for the team
• Contribute to automation efforts that help us scale and deliver consistent service
• Continuously learn and adopt new technologies in a customer-facing environment

Required Qualifications

• High School diploma or GED equivalent
• Previous experience in the Information Technology field
• Strong multitasking and prioritization skills with the ability to manage cross-functional issues
• Excellent organizational, interpersonal, and team-oriented mindset
• Strong problem-solving skills — able to define problems, gather data, analyze, and reach valid conclusions
• Proficiency in software and hardware troubleshooting
• Excellent written and verbal communication skills with a professional demeanor
• Aptitude for learning and applying new technologies
• Adaptability in a fast-paced, evolving work environment

Preferred Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field
• Relevant industry certifications (CompTIA A+, Network+, Security+, etc.)
• Fortigate experience (NSE4 certification a plus) with VPN and firewall policy management
• Hyper-V virtualization experience
• Linux administration skills
• Windows Server administration with experience in Active Directory, DNS, and Group Policy management
• PowerShell scripting experience
• Previous MSP (managed service provider) experience

Company Description

Founded in 2009 and headquartered in Durham, NC, SAM IT Solutions is a managed service provider (MSP) delivering secure IT services to businesses across the US and beyond. We help our clients achieve efficiency and organizational success through reliable, expertly-managed technology solutions that drive real results.

Our people are the foundation of our success. We're a team of IT professionals who genuinely love what we do, and we're looking for like-minded individuals who want to grow with us. At SAM IT Solutions, you'll find a culture built on integrity, transparency, and collaboration, where every team member's contributions are valued. You'll have the opportunity to work with diverse clients and modern technologies, all within a supportive environment that prioritizes professional development and continuous learning. Most importantly, you'll have the chance to make a meaningful impact on the businesses we serve every day.

If you're passionate about IT and committed to delivering excellence, we'd love to hear from you.

Company Description

Founded in 2009 and headquartered in Durham, NC, SAM IT Solutions is a managed service provider (MSP) delivering secure IT services to businesses across the US and beyond. We help our clients achieve efficiency and organizational success through reliable, expertly-managed technology solutions that drive real results.\r\n\r\nOur people are the foundation of our success. We're a team of IT professionals who genuinely love what we do, and we're looking for like-minded individuals who want to grow with us. At SAM IT Solutions, you'll find a culture built on integrity, transparency, and collaboration, where every team member's contributions are valued. You'll have the opportunity to work with diverse clients and modern technologies, all within a supportive environment that prioritizes professional development and continuous learning. Most importantly, you'll have the chance to make a meaningful impact on the businesses we serve every day.\r\n\r\nIf you're passionate about IT and committed to delivering excellence, we'd love to hear from you.