Managed Services Help Desk Technician (Wilmington, NC)
About Katalyst
Katalyst is a Digital Operations Partner for mid-market organizations. We assess, transform, and manage the Digital Backbone our clients depend on, including hybrid infrastructure, cybersecurity, and cloud environments that connect their people, protect their data, and keep their systems running. By taking full accountability for outcomes, we help organizations reduce risk, eliminate complexity, and move forward with confidence.
What do you get from Katalyst?
- An organization that puts a high value on family.
- A well-documented onboarding plan.
- A culture that rewards performance and client outcomes.
- Continuous learning opportunities and professional development.
- Full benefits package.
We value grit, humility, curiosity, and a strong client-first approach. Candidates who share these values and meet the qualifications outlined below will find strong opportunities for growth and success at Katalyst.
About The Role
This is a full-time, hybrid role combining onsite and remote work, supporting our Managed Services clients. In this position, you will provide day-to-day technical support and administration of client endpoint environments, primarily leveraging Microsoft operating systems and related technologies.
You will be responsible for ensuring the security, stability, and performance of client endpoints, while assisting with troubleshooting, optimization, and continuous improvement initiatives. This role requires close collaboration with clients and internal engineering teams to deliver reliable, scalable, and secure IT services that support critical business operations.
**LOCATION: This role requires a location within 20 miles of Wilmington, NC.**
Required Experience
- 2-3 years of experience in a Help Desk or Service Desk roles supporting multiple clients or users.
- Experience providing Microsoft 365 tenant support, including user provisioning, licensing, password resets, MFA support, and basic administration of Exchange Online, Teams, OneDrive, and SharePoint
- Hands-on experience troubleshooting end-user hardware (desktops, laptops, peripherals, printers, docking stations) and operating system issues (Windows 10/11, basic macOS support preferred)
- Familiarity with endpoint management tools such as Intune, RMM platforms, or similar device management solutions
- Strong software and application troubleshooting skills, including Microsoft Office applications and common third-party tools
- Working knowledge of endpoint security and EDR solutions (e.g., Microsoft Defender for Endpoint, SentinelOne, CrowdStrike, or similar), including alert triage, basic investigation, and remediation actions
- Strong customer service skills with the ability to communicate technical issues clearly to non-technical users
- Ability to document issues, resolutions, and procedures clearly within a ticketing system
- Proven ability to manage multiple priorities in a fast-paced environment
Preferred Experience
- Previous experience in a Managed Service Provider (MSP) or client-facing environment.
- Knowledge of applications often used in banking or credit unions (Jack Henry, etc.)
- Certs: Net+, Sec+, Azure and/or Microsoft Fundamentals (AZ 900, MS 900)
We value grit, humility, curiosity, and a strong client-first approach. Candidates who share these values and meet the Help Desk Technician qualifications will find strong opportunities for growth and success at Katalyst.
Katalyst is an equal opportunity employer and does not discriminate based on race, color, religion, national origin, sex, physical or mental disability, or age.