End User Support Technician

Description

The technician will operate the IT Help Desk, troubleshooting hardware, software, mobile devices and peripherals while maintaining service‑level agreements. Emphasis is placed on delivering exceptional customer service, clear communication, and collaboration with other IT staff and vendors.

Regular work hours are Monday‑through‑Friday with occasional overtime or on‑call duties. The role involves typical office activities such as sitting, standing, walking, and lifting up to 25 lb, with occasional remote work.

• Resolve help‑desk incidents and service requests for workstations, mobile devices, phones, peripherals, and software within SLA.
• Monitor ticket queue and escalate issues to appropriate support teams.
• Answer incoming help‑desk calls and requests via various communication channels.
• Deliver hands‑on and remote support with a focus on customer service.
• Explain technical concepts clearly to users of all skill levels.
• Set up and deploy end‑user hardware.
• Assess user software and hardware requirements.
• Coordinate support activities with IT team members and vendors.
• Provide multifunction printer support.
• Offer audiovisual assistance for conference and training rooms.
• Participate in IT projects as needed.
• Supply after‑hours mobile device support for priority users.
• Collaborate with other IT staff and associates.
• Follow documented processes and procedures.

Requirements

The End User Support Technician position is based at Brady’s corporate headquarters in Greensboro, NC. It is a full‑time, day‑shift role requiring a two‑year degree and up to 25 % travel, supporting the company’s building‑solutions business throughout central and eastern North Carolina.

• Associate’s degree in IT or equivalent experience.
• Strong written and verbal communication skills.
• Ability to translate complex technical ideas for diverse audiences.
• Customer‑service orientation and teamwork.
• Sound cybersecurity hygiene practices.
• Proficiency with current Microsoft operating systems and applications.
• Experience with laptop imaging, provisioning, and Microsoft Active Directory or Entra ID (desired).
• Familiarity with enterprise ITSM ticketing systems and Microsoft 365 administration (desired).
• Relevant CompTIA certifications (plus).

Benefits

Brady offers competitive salary and bonus opportunities, comprehensive medical/dental/vision plans, employer‑sponsored disability and life insurance, a 401(k) with company match, paid time off, and ongoing training and career growth.

• Competitive pay with performance bonus.
• Medical, dental, and vision insurance options.
• Employer‑sponsored short‑ and long‑term disability and life insurance.
• 401(k) plan with company match.
• Paid time off.
• Career growth and training opportunities.

Training + Development

Interview process

Visa Sponsorship

Security clearance