Service Desk Engineer in Raleigh, North Carolina at StoredTech

About StoredTech

We strive to provide innovative solutions, exceptional service, and a relentless focus on client success. Our mission is to empower our clients to thrive in the digital world by delivering reliable, cutting-edge technology with a personal touch.

StoredTech is a fast-growing Managed Services Provider (MSP) delivering cutting-edge IT solutions that help businesses scale efficiently and securely. With a strong focus on client success, innovation, and reliability, we support organizations across multiple industries with managed IT, cloud services, cybersecurity, and digital transformation.

Position Summary

StoredTech is an AI-native IT services provider, where autonomous agents already resolve a growing share of our support tickets. Our Level I Service Desk Engineers work with AI to handle more complex issues — representing a new way of working as an IT support engineer.

AI and our new IT engineers resolve simple issues more quickly, tag-team complex ones, and free up time to deliver exceptional customer service. You're not just on the receiving end of that partnership: you'll have direct input into which ticket types get handed to AI next, shaping the automation roadmap based on what you're seeing on the ground. This is a new kind of IT support role, built alongside AI as it's being developed — you'll help define what it looks like, not just fill a seat in an existing model.

Key Responsibilities (Essential Functions)

● Own and resolve inbound service desk tickets across endpoint, identity, access, and connectivity issues, hitting SLA and CSAT targets.

● Provide technical support to clients via phone, email, and remote assistance tools, and on-site when needed.

● Diagnose and resolve hardware, software, and network issues promptly and efficiently.

● Triage what comes in: resolve what you can, route what you can't, and document every step so the next person (or agent) is faster.

● Work the escalation path between AI agents and senior engineers — catch what agents miss, hand off what's above your tier.

● Spot recurring issues and surface them to engineering and products so they become automated resolutions, not repeat tickets.

● Install, configure, and maintain hardware and software systems.

● Keep documentation, runbooks, and knowledge articles current as environment and tooling change.

● Work closely with other engineers to ensure dependencies are met.

● Demonstrate initiative and independent judgment, using established procedures to address client needs.

● Perform other related duties as assigned to support team and company objectives.

Required Qualifications

● 1+ years in a service desk, help desk, or desktop support role (or equivalent hands-on experience).

● Working knowledge of Windows and macOS operating systems.

● Experience troubleshooting Microsoft 365 and common SaaS admin tools (Google Workspace a plus).

● Working knowledge of Active Directory / Entra ID.

● Experience with a ticketing system (ServiceNow, ConnectWise, or similar).

● Strong foundation in IT troubleshooting methodologies for hardware, software, and network issues.

● Ability to analyze and diagnose technical issues using critical thinking to identify root causes.

● Exceptional written and verbal communication skills — you'll resolve a lot over chat and email.

● Strong documentation habits for transparency, knowledge sharing, and continuity of support.

● Curiosity about automation and AI tooling, with the instinct to ask “why is this still a manual ticket?”

Preferred

● 1–3 years' experience in a technical support role, preferably in an MSP environment.

● Scripting experience (PowerShell, Python) or experience automating routine tasks.

● Exposure to identity governance, MDM/Intune, or network fundamentals.

● Familiarity with virtualization (VMware, Hyper-V) and cloud platforms (AWS, Azure)

Work Environment & Physical Requirements

This role primarily operates in an office and has work from home flexibility

● Regularly communicates with clients and team members via phone, video, and in person.

● Performs computer-based work for extended periods; sits and/or stands for up to 8 hours per day, with flexibility to change positions.

● Moves within office and client environments to install, configure, and troubleshoot equipment.

● Lifts, carries, or assists with moving equipment weighing up to 50 pounds.

● Reaches, bends, crouches, and uses manual dexterity as required for technical support tasks.

● Occasional travel is required to client sites or StoredTech offices; must have a valid driver's license.

Work Schedule

● Standard schedule: Monday–Friday, 8:00 AM – 5:00 PM.

● Flexibility required for occasional after-hours support and on-call availability based on business needs.

Compensation & Benefits

● Salary Range: $26.50-$31.25/HR

● Benefits include: Medical, dental, and vision insurance; 401(k); paid holidays; birthdays off; flexible work environment; and opportunities for professional growth within a fast-growing, collaborative culture.

Equal Employment Opportunity

StoredTech is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other status protected by federal, state, or local law.

Reasonable Accommodation

StoredTech is committed to providing reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and applicable state law. Applicants requiring accommodation during the application or interview process should contact Human Resources.

At-Will Employment

Employment with StoredTech is at-will, meaning either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

Work Authorization

Applicants must be legally authorized to work in the United States. StoredTech does not provide sponsorship for employment visas.

Contingencies

Employment is contingent upon successful completion of a background check.