About This Role
This on-site position is crucial for ensuring Smithville's team members are equipped and empowered with the necessary technology to perform their best work. The Help Desk Technician will be the primary resource for technology support, managing the full lifecycle of end-user computing devices and contributing to internal policy recommendations. The role involves a mix of user support, workstation management, research, and collaboration with vendors.
Responsibilities
- Provide direct user support, troubleshooting hardware and software issues and guiding team members to effective solutions (25%)
- Deliver user education by demonstrating how to effectively use provided tools and technologies (25%)
- Manage workstation image creation, updates, and ongoing maintenance (20%)
- Oversee computer upgrades and deployments, license management, and end-user desk setup and moves (15%)
- Conduct research on security issues, solutions for common problems, and new hardware and software releases (10%)
- Support additional initiatives and projects as assigned (5%)
Requirements
- High school diploma or equivalent is required; an associate’s degree in a technical field is preferred
- 2+ years of experience with hardware installation and troubleshooting, file encryption, software installation and licensing, software troubleshooting techniques, and basic network fundamentals is preferred
- Solid working knowledge of Windows operating systems, including configuration and troubleshooting
- Familiarity with basic network infrastructure and Active Directory (AD)
- Understanding of the Open Systems Interconnection (OSI) model
- Customer service experience with a genuine commitment to helping others
- Strong time management skills and the ability to prioritize competing demands effectively
- Ability to learn quickly, adapt to new environments, and apply knowledge to unfamiliar problems
- Proficiency with Microsoft Office Suite
- Excellent written and verbal communication skills
- Strong attention to detail and a methodical, analytical approach to problem-solving
- Good project management skills with the ability to work to deadlines
- Valid driver's license and a safe driving record
Benefits
- FREE degree and certificate programs for eligible employees
- FREE dental, term life insurance, and long-term disability insurance
- Low-cost medical, prescription, and vision plans
- 401(k) with a company match
- Health Savings Account with annual company contributions
- Employee discounts on Smithville services
- Generous PTO and paid holidays
