IT Help Desk Specialist

Job Title: IT Help Desk Specialist (Contact Center Startup Experience) 

Location: Charlotte, NC - On-site work 

Company: ProForce Pest Control 

Type: Full-Time 

About Us: 
Founded in 2013, ProForce Pest Control is a customer-centric and technology-driven company that is revolutionizing the pest control industry. ProForce serves a crucial public health function by using state-of-the-art equipment and environmentally-conscious products to protect the people and places our customers love. As we embark on a period of rapid growth, we are looking to add ambitious, career-oriented team members.
At ProForce, we pride ourselves on our internal company culture. Not only are our team members treated with respect and competitively compensated; they also benefit from being part of a company that actively rewards employees for being team players while providing ample opportunity for personal and professional growth. As a company, ProForce is driven to achieve excellence—a goal that begins with our individual team members. At ProForce, we understand how important it is to recruit—and reward—people who are enthusiastic about developing their careers and opening new opportunities while delivering an unsurpassed customer experience to our customers and employees.
 

Position Overview:
We are seeking an experienced IT Help Desk Specialist to join our team and play a critical role in supporting our contact center operations. The ideal candidate will have a strong background in IT support within a contact center environment and experience in setting up new centers or transitioning from a startup phase. You will be responsible for ensuring our IT infrastructure is optimized, secure, and running smoothly to support our agents and business operations. This is a salaried position with a base of $55,000-$75,000 per year. 

Key Responsibilities: 
· IT Support & Troubleshooting: Provide day-to-day technical support to contact center agents and staff, addressing hardware, software, and network issues promptly and effectively. 

· Contact Center Infrastructure: Assist in the setup, configuration, and maintenance of IT systems, including VoIP systems, CRM software, and contact center applications. 

· Startup & Scaling Experience: Play a key role in establishing new contact center locations, from initial IT infrastructure setup to full operational launch, ensuring all systems are in place and functioning efficiently. 

· System Monitoring: Continuously monitor the performance of IT systems to ensure uptime and reliability, proactively identifying and resolving potential issues. 

· User Management: Manage user accounts, permissions, and access to ensure the security and integrity of the contact center’s IT environment. 

· Documentation: Maintain detailed records of IT assets, configurations, and procedures, and create user guides and training materials for staff. 

· Vendor Coordination: Work with external vendors and service providers to procure and manage hardware, software, and other IT resources. 

· Security Compliance: Implement and enforce IT security policies and best practices to protect sensitive customer and company data. 

Qualifications: 
· 4+ years of proven experience as an IT Help Desk Specialist or similar role within a contact center environment. 

· Demonstrated experience in setting up and scaling contact center IT infrastructure from startup to fully operational. 

· Strong knowledge of contact center technologies, including VoIP systems, CRM platforms, and call routing software. 

· Proficiency in network management, server administration, and desktop support. 

· Excellent problem-solving skills with the ability to work independently and as part of a team. 

· Strong communication skills, with the ability to explain technical concepts to non-technical users. 

· Ability to prioritize tasks and manage time effectively in a fast-paced environment. 

· Certification in relevant IT fields (e.g., CompTIA A+, Network+, CCNA) is a plus. 

Why Join Us? 
· Opportunity to play a key role in a growing company with the chance to shape our IT infrastructure from the ground up. 

· Collaborative and supportive work environment. 

· Competitive salary and benefits package. 

· Career growth opportunities as we expand our contact center operations.
Details: 
- Salary: $55,000-$75,000 per year 
- Full Benefits 
- Full time 
- On-site in Charlotte, North Carolina