About ACS

We're a boutique managed IT firm in Wilmington that works with small and mid-size businesses across southeastern NC. Our team is small on purpose — clients work directly with the engineers who handle their tickets, not a call center. We've been doing this since 2006, and our reputation is built on two things: we fix issues the right way the first time, and we communicate clearly while we do it.

This is not a chair-warming help desk job. You'll talk to real clients, own the resolution, and have direct access to senior engineers and ownership when you need help.

What you'll do day to day

• Take inbound support requests from end users by phone, email, and ticket
• Resolve common issues on the spot: password resets, MFA help, account lockouts, printer issues, Outlook problems, basic networking, software installs and updates
• Triage and escalate bigger issues with clean, complete notes so the next tech doesn't have to start over
• Document client environments, changes, and resolutions in our PSA (Datto Autotask)
• Visit client sites in the Wilmington area for hands-on work — desktop deployments, hardware swaps, onboarding new users
• Follow up with clients to confirm fixes held and they're satisfied with the work
• Stay on top of patching, monitoring alerts, and routine maintenance from our RMM (Datto RMM)

What we need

Required:

• 3-5 years of hands-on IT experience supporting end users (helpdesk, internal IT, or MSP)
• Strong communication skills — you can explain a technical issue to a non-technical person without being condescending or vague
• Customer service mindset — you treat every ticket like the client is the only client
• Solid working knowledge of Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Active Directory or Entra ID, basic networking (DHCP, DNS, VPN)
• Comfortable with both remote support tools and physical hands-on work (cables, switches, racks)
• Reliable transportation and ability to work onsite at our Wilmington office and at client sites in the area
• Local to Wilmington, NC — this role is not remote and does not offer relocation

Nice to have:

• Experience at a managed service provider (MSP)
• Familiarity with Datto Autotask, Datto RMM, SentinelOne, Huntress, or Proofpoint
• CompTIA A+, Network+, or Microsoft 365 certifications
• Exposure to small-business networking gear (UniFi, SonicWall, Meraki)
• Backup and disaster recovery experience (Axcient, Datto)

Why work here

• Small team, real ownership. Your name goes on the ticket. You see issues through. No bouncing clients between five techs.
• Direct access to senior engineers and the owner. When you're stuck or want to grow, the help is one office away — not three layers up an org chart.
• We invest in the right tools. SentinelOne, Huntress, Proofpoint, Axcient, Datto. You won't be fighting bad tooling.
• Clients we actually like. We pick clients who value the relationship. The work is steady, the people are reasonable.
• Room to grow. L1 today, L2 in 12-18 months for the right person. We promote from within.
• Benefits: Health insurance, paid time off, paid holidays, 401(k), ongoing training and certification support.

How to apply

Apply through Indeed or send your resume and a short note about why this role interests you to jobs@acs-ilm.com. Tell us about a time you handled a frustrated client well — that's the kind of detail that gets our attention.

Atlantic Computer Services is an equal opportunity employer.

Pay: $21.63 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Application Question(s):

• Do you have reliable transportation and a valid drivers license?
• Briefly describe a time you handled a frustrated client well. What was the situation, what did you do, and how did it end?

Experience:

• End User IT Support: 3 years (Required)

Location:

• Wilmington, NC 28403 (Required)

Work Location: In person