Job Title:IT Service Desk Technician (Onsite – Morrisville, NC | WFH Flexibility)

Location:Morrisville, NC (Onsite with potential for work-from-home flexibility)

Schedule:Full-time | Monday–Friday | 11:00 AM – 7:00 PM EST

Job Summary:We are seeking a skilled IT Service Desk Technician with 3–5 years of experience to join our North America IT team. This role is based in Morrisville, NC, and involves supporting end users with a wide range of IT-related issues. The ideal candidate has a strong background in Microsoft 365, is experienced with ticketing systems (preferably ServiceNow), and is comfortable working in a midmarket or enterprise environment.

You’ll collaborate closely with our global IT department, including the central IT team in Stockholm, Sweden.

Key Responsibilities:

• Provide responsive IT support via phone and email (majority via email).

• Respond to email tickets within one hour and manage incoming support calls.

• Troubleshoot and resolve hardware, software, and Microsoft 365 issues.

• Support laptops (Windows), mobile devices (iPhones/iPads), AV equipment, and local servers.

• Document and close tickets using ServiceNow or similar ITSM tools.

• Meet defined SLAs and performance metrics for call handling and resolution.

• Collaborate with internal teams and vendors to resolve escalated technical problems.

• Maintain IT documentation and follow security and compliance standards.

Qualifications:

• 3–5 years of experience in a Service Desk or IT Support role.

• Proficiency with Microsoft 365 (Teams, Outlook, SharePoint, OneDrive).

• Experience using a ticketing system like ServiceNow.

• Strong troubleshooting skills for Windows OS and iOS mobile devices.

• Familiarity with ITIL practices and SLA-driven support environments.

• Excellent communication and customer service skills.

• Experience working in Pharma, MedTech, or regulated environments is a plus.