Help Desk Technician

About This Role

Serving as a key member of the Information Systems Team, this role supports, secures, and continuously enhances the enterprise network, ensuring data integrity and recoverability. The technician will support end-user application software, hardware, and endpoint systems, providing technical assistance via phone, email, remote, and on-site methods. This position suits a highly organized and self-motivated individual who can collaborate daily with other technicians and support management on special initiatives.

Responsibilities

• Respond to helpdesk requests via phone, email, or Microsoft Teams, to assign and schedule repairs efficiently
• Minimize system downtime and deliver exceptional customer service to internal and external clients by proactively identifying recurring issues
• Assist employees with hardware and software issues
• Apply systems analysis techniques, consulting with users to determine hardware, software, and system functional specifications
• Support Microsoft Windows 11, Office 365 applications, and associated cloud tools
• Track all work orders, follow up with end users, and ensure timely resolution of open issues
• Perform password resets and account unlocks for Microsoft, Laser Pro, and Jack Henry systems, following secure access protocols
• Deliver a service-oriented experience with professionalism and empathy
• Design, develop, document, analyze, and support modifications to computer systems and workflows, including exploring opportunities to incorporate machine learning, automation scripts, and AI-based monitoring to enhance efficiency

Requirements

• Strong ability to work with end users and team members in a collaborative, service-focused environment
• High school diploma or equivalent required
• Excellent communication, customer service, and time-management skills
• Strong commitment to accuracy, efficiency, and continuous improvement
• Minimum of 3 years’ experience in a Microsoft-based environment preferred
• Willingness to be available 24/7 for emergency support
• Ability to travel between branches without advance notice
• Home access to high-speed internet is required

Nice to have:

• Additional technical certifications are strongly preferred
• Microsoft Certified Product Specialist (MCP), A+, or equivalent certifications in Windows or Office 365 are strongly preferred
• Familiarity with AI-enabled productivity tools is a plus

Important Details

• Schedule: Weekend support twice a month for half a day on Saturday

About the Company

This job description is not exhaustive and may evolve. Duties, responsibilities, and activities may change at any time with or without notice, including participation in AI adoption initiatives, testing emerging tools, and assisting in digital-transformation projects.