Back to jobs
New

IT Helpdesk Analyst

Charlotte, North Carolina

About the Role

We’re looking for a proactive and customer-focused IT Helpdesk Analyst to join our IT team. This role provides first-level technical support to both onsite and remote employees, ensuring smooth daily operations and minimizing downtime. The ideal candidate has strong troubleshooting skills, a service-oriented mindset, and experience supporting users across different environments.

Key Responsibilities

  • Serve as the first point of contact for IT support requests via ticketing system, email, chat, and in-person.
  • Provide technical assistance for hardware, software, networking, and peripheral issues.
  • Support remote employees with VPN, remote desktop, collaboration tools, and connectivity troubleshooting.
  • Set up, configure, and maintain laptops, desktops, and mobile devices for new and existing users.
  • Assist with user account management in Active Directory, Microsoft 365, and other enterprise applications.
  • Troubleshoot and resolve issues related to Windows, macOS, and common productivity applications.
  • Maintain accurate documentation of issues, resolutions, and procedures in the IT knowledge base.
  • Collaborate with IT team members to escalate and resolve complex technical problems.
  • Support onboarding and offboarding processes, including hardware deployment and retrieval.
  • Ensure adherence to IT policies, security standards, and best practices.

Qualifications

  • 2–3 years of experience in an IT Helpdesk, Service Desk, or Technical Support role.
  • Strong knowledge of Windows and macOS operating systems.
  • Hands-on experience with Microsoft 365 administration, Active Directory, and remote access tools (e.g., VPN, RDP, Intune).
  • Familiarity with ticketing systems (e.g., Jira Service Desk, Zendesk, or Freshdesk).
  • Understanding of basic networking concepts (DNS, DHCP, VPN, Wi-Fi troubleshooting).
  • Excellent communication and customer service skills.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.
  • Preferred: Experience supporting SaaS applications and endpoint management tools (e.g., Intune, Jamf).

Why Join Us

  • Be part of a collaborative and growing IT team that values innovation and service excellence.
  • Opportunity to expand your technical skills across a modern tech stack and hybrid work environment.
  • Competitive compensation, benefits, and professional development opportunities.

What We Offer

  • Competitive salary with performance-based incentives.
  • Comprehensive medical, dental, and vision benefits.
  • Paid professional development opportunities to help you grow in your career.
  • Paid time off, 401k investment opportunity, and an engaging, collaborative company culture.

Salary: $60,000-75,000
Location: On-site, Charlotte, NC

 

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

About Quilt Software

Ever wondered how your favorite local shops compete with the big guys? That’s where we come in. We’re Quilt Software, providing Main Street's unsung heroes – from quirky cheese shops to family-run jewelry stores – with the tools they need to compete. Last year, we helped 14,000+ shops make over $2 billion in sales with our family of industry-specific software solutions.  

If you get a kick out of supporting local businesses, love great software, and want to be part of a company that’s powering Main Street, we’d love to chat. Come join us in our quest to keep local retail not just alive, but thriving! 

 

Notice - Employment Scams
Communication from our team regarding job opportunities will only be made by a Quilt Software employee with an @quiltsoftware.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, social security number, credit card numbers, or banking information. If you believe a scammer is contacting you, please mark the communication as "phishing" or “spam” and do not respond.

Create a Job Alert

Interested in building your career at Quilt LLC? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Quilt LLC’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.