IT Helpdesk Engineer​/Manager - Greensboro, North Carolina

Athena Technology Inc is looking for Sr. Helpdesk Engineers for one of its Customers in Greensboro, North Carolina- 27409

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The Senior IT Helpdesk Engineer / Manager within the IT Service Operations team, responsible for delivering high-quality end-user support while driving operational efficiency, standardization, and continuous improvement across the IT support function.

This role combines advanced technical troubleshooting expertise with process optimization, automation, and mentorship responsibilities to ensure a secure, scalable, and business-aligned support environment.

• Serve as Tier 2/3 escalation point for complex hardware, software, network, and systems issues
• Diagnose and resolve incidents related to Windows/macOS environments, Microsoft 365, identity and access management, endpoint security, VPN, and collaboration platforms
• Support enterprise applications and integrated business systems
• Perform root cause analysis and implement permanent corrective actions

• Administer Active Directory, endpoint management and MDM platforms
• Assist in audits and security assessments

• 7+ years of progressive enterprise IT support experience, including Tier 2/3 escalation ownership
• Strong expertise in Microsoft 365 ecosystem administration (Exchange Online, Teams governance, SharePoint )
• Proven experience with Identity & Access Management (IAM), including SSO integrations (PingID or equivalent), MFA, and lifecycle management
• Experience leading OS migrations and enterprise-wide upgrades (e.g., Windows 11 rollouts)
• Strong working knowledge of networking fundamentals (DNS, DHCP, LAN/WAN, wireless infrastructure)
• Experience supporting multi-OS enterprise environments (Windows, Linux)
• Demonstrated experience with patch management, security hardening, Bit Locker, and vulnerability remediation
• Advanced troubleshooting skills across infrastructure, applications, and endpoint systems
• Experience documenting SOPs, knowledge base articles, and process workflows
• Proven ability to serve as escalation lead and mentor junior engineers

• Experience administering ITSM platforms (Service Now, Jira Service Management)
• Automation and scripting experience (Power Shell strongly preferred; API integrations a plus)
• Experience integrating HR systems (e.g., Workday)
• Experience with conference room AV systems ( Teams Rooms,)
• Exposure to virtualization platforms (VMware, Hyper‑V,)
• Experience supporting global or multi-site enterprise environments
• Microsoft, Azure, or security-related certifications (e.g., MS-100/101, AZ-104, Security+)

• Bachelor’s degree in Information Technology or related field (or equivalent experience)
• 5+ years of progressive IT support experience in enterprise environments
• Strong experience with Microsoft 365, Windows environments, endpoint management, and identity systems
• Experience with ticketing systems (Service Now, Jira Service Management, or equivalent)
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience supporting hybrid cloud environments

• PingID, Microsoft, Azure, or relevant technical certifications
• Experience with automation scripting (Power Shell preferred)
• Experience supporting global or multi-site organizations