Internal Support Systems Associate

Job Summary: 

The Internal Systems Support Associate is responsible for maintaining the reliability of OneCloud's internal systems while contributing to the development of tools and automations that support daily operations. This role balances first-level helpdesk support with junior-level development work, serving as a key resource for internal technical needs across the organization. Own OneCloud’s pricing and packaging seat tiers, add-on bundles, usage-based components, and vertical-specific plans for regulated industries.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serves as the first point of contact for internal IT helpdesk tickets related to hardware, software, network, and account issues
• Sets up, maintains, and troubleshoots employee workstations, printers, and office IT equipment
• Maintains an accurate inventory of internal systems hardware including laptops, docking stations, smartphones, and monitors
• Administers user accounts, permissions, and system access across internal platforms including Active Directory, Microsoft 365, and SaaS tools
• Maintains and improves internal tools, dashboards, and scripts that support day-to-day operations
• Develops small applications, automations, and integrations to streamline internal workflows and reduce recurring support requests
• Creates and maintains documentation for fixes, processes, and internal systems to support consistent and efficient issue resolution
• Supports employee onboarding and offboarding, including account provisioning and equipment management
• Escalates and coordinates with senior engineers on complex system or infrastructure issues
• Performs other duties as assigned

QUALIFICATIONS

Education & Experience

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent certification (CompTIA A+, Network+) or hands-on experience
• 0–2 years of experience in IT support, helpdesk, or junior software development; internship experience accepted

Knowledge, Skills & Abilities

• Proficiency in troubleshooting hardware, operating system, and basic code-level issues
• Working knowledge of at least one programming or scripting language (Python, JavaScript, PowerShell, or similar)
• Familiarity with Windows and/or macOS environments, networking fundamentals, and common business applications
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical staff
• Ability to manage competing priorities and transition between support and development tasks within a single workday
• Self-directed with strong attention to detail and follow-through

Preferred

• Experience with a helpdesk ticketing system (Zoho Desk, Jira, Zendesk, or Freshservice)
• Exposure to VoIP, telephony, or networking concepts
• Familiarity with SQL or database fundamentals
• Basic version control experience (Git)

PHYSICAL REQUIREMENTS

• Prolonged periods of sitting at a desk and working on a computer
• Ability to lift up to 25 pounds occasionally
• Must be willing to commute and work in the Charlotte Area
• Must be 21 years of age with a valid driver's license and clean driving record

BENEFITS

• Comprehensive benefits package including health, dental, vision, and retirement plans
• Competitive compensation structure with performance incentives
• Collaborative and innovative work culture
• Generous paid time off program including vacation, holidays, and personal days
• Professional development opportunities

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