Helpdesk Technician I

TAXWELL • Haverford, PA

3d

About The Position

The Helpdesk Technician I is responsible for providing frontline technical support to internal end users via phone and internal helpdesk portal, collaborating with other helpdesk technicians and systems administrators to diagnose and resolve a variety of technical issues. Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry. Taxwell is a leading digital tax filing platform formed in 2022 from the combination of Drake Software® and TaxAct®. These two longstanding organizations offer customers professional and do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. Taxwell brands are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. Taxwell is an organization of forward thinkers looking to add industry experts to our growing team.

Requirements

• 3+ years’ professional experience in IT, technical support or a related field or associate degree or higher in Information Technology/Information Systems or related field of study.
• Strong technical knowledge and understanding of computer systems, hardware and software.
• Critical thinking and troubleshooting skills to diagnose and resolve basic technical issues.
• Ability to work both independently and in a team environment.
• Time management skills to successfully manage individual workload without consistent oversight.
• Strong interpersonal skills to effectively collaborate with end users and collaborate with peers.
• Strong verbal and written communication skills to support positive and productive interactions with end users and peers.

Responsibilities

• Uphold established security policies and protocols to protect the organization’s assets and resources.
• Provide exceptional frontline support to end users via phone and internal helpdesk portal with a positive, professional attitude.
• Gather information from end users to accurately diagnose and resolve common technical issues.
• Escalate complex or unresolved issues as appropriate in a timely manner.
• Work closely with other helpdesk technicians and systems administrators to research and diagnose technical issues; collaborate on various projects as assigned.
• Analyze reported issues to determine potential issue severity and scope; report to IT Helpdesk Manager and IT Systems Director as needed.
• Accurately document relevant details surrounding end user requests and issue resolution within support tickets submitted via internal helpdesk portal.
• Perform other related duties as assigned or requested.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree