Help Desk Technician

Jackson Hewitt - Headquarters

1d•Hybrid

About The Position

The Help Desk Technician provides technical assistance and support to Jackson Hewitt employees. The Support Technician will answer questions and resolve computer phone issues for users in person, via phone, email, or Teams message. Technical assistance will include, but not limited to, hardware and software installation and support, network support, email, mobile, remote support and other day-to-day activities. This role requires excellent verbal, written, and interpersonal skills, as well as good analytical skills, sound judgment, and the ability to work effectively within a team environment. Our lean organizational structure allows unparalleled opportunities to work on critical issues and create an impact with day-to-day technical operations. It will also enable the Help Desk Technician to tackle varied challenges, build a diverse skill set, and gain exposure to a variety of technology-related functions.

Requirements

College Graduate with technical degree or equivalent professional experience.
Must have 1 year of experience in a Help Desk role.
Ability to work outside of typical business hours (evenings and weekends) for scheduled system maintenance and upgrades.
Candidate must possess fundamental knowledge of the following technologies:
Windows 11.
Microsoft 365 Applications.
Microsoft Teams.
Active Directory User Administration.
Exchange Mailbox Management.
Mobile devices: IOS and Android.
VPN, Wireless, Cellular, LAN & WAN endpoint connectivity client support.
Dell Hardware (Laptops & Desktops).
Printers and copiers.
Ability to write technical documentation.
Strong desire to learn.

Responsibilities

Identify and resolve technical issues via desk-side, phone, email, teams, or other means.
Track and document cases in ServiceNow ticketing system.
Troubleshoot conference room equipment, and other technologies.
Effectively troubleshoot and resolve cases according to established procedures.
Escalate unresolved issues in a timely fashion and own cases to resolution.
Administer provisioning and de-provisioning of users according to business procedures and SLAs.
Provide desktop, mobile device, network, VPN and application support.
Other duties assigned.

Benefits

Bonus based on performance
Competitive salary
Dental insurance
Health insurance
Paid time off
Vision insurance
401(k) matching
Wellness resources
Competitive Salary + Bonus
Unlimited Paid Time Off + 11 Paid Holidays
401k + Match
Medical, Dental, and Vision.
Pet Insurance.
Company Celebrations and Appreciation Events.
Fast-paced, innovative culture with an open and collaborative environment.
Ample opportunity to develop core and new skillsets and have a stake in your own success.
Freedom to create your best work and make a visible impact on the organization.
Opportunities for advancement within the organization.
Flexible work from home options available.