IT Helpdesk/Support Engineer

Northcentral Electric Cooperative•Olive Branch, MS

About The Position

The IT Helpdesk/Support Engineer provides computer troubleshooting, hardware and software maintenance, report processing, and training to deliver computer services to employees. The role responds to and resolves help desk requests, performs server updates and assists with server upgrades, supports end-user hardware and software, and provides escalated technical assistance. The position also helps enforce IT cybersecurity policies, documents systems and resolutions, and trains employees to use their computing environment effectively.

Requirements

A two-year or higher technical degree in computer technology or a related field.
Five or more years of help desk or desktop support experience, including maintaining and troubleshooting laptops, tablets, thin clients, PCs, scanners, and network printers for end users.
Experience supporting end users on Windows 11 and Microsoft Office 365 applications, including Word, Excel, PowerPoint, and Outlook.
Experience with Microsoft Active Directory, including user account maintenance, password resets, and access requests.
Experience with Microsoft Copilot and other AI tools.
Experience with Microsoft Group Policies to support and troubleshoot end-user workstation configurations.
Experience working with Microsoft Windows Server 2019 or higher to resolve escalated help desk issues.
Ability and desire to pursue training and learning opportunities to continually improve technical and customer service skills.
Ability to function effectively in a fast-paced help desk environment with a steady volume of support requests.
Strong organizational skills and attention to detail, with the ability to prioritize and manage multiple tickets and tasks simultaneously.
Independent, self-starting approach and ability to take help desk tickets through resolution with minimal supervision.
Good written and verbal communication skills and a strong customer service focus; ability to communicate in person and via phone, IM, email, text, and radio with end users, peers, managers, and vendors, and explain technical issues in clear, nontechnical terms.
Ability to communicate technical information effectively to employees with varying levels of technical knowledge, listen to users, identify their needs, explain issues and solutions understandably, and provide patient, professional, and courteous support.
Ability to maintain confidentiality of Cooperative information, including user account and system access details.
Excellent troubleshooting skills, including diagnosing end-user issues, documenting resolutions, and escalating situations requiring urgent attention.
Responsible, dependable, goal-driven, service-oriented team player.
Ability to lift up to 50 pounds, frequently lift and/or carry objects weighing up to 20 pounds, and stoop, kneel, crouch, and crawl.
Ability to reach, handle, and feel with fingers; speak and hear; and perceive shape, size, distance, motion, color, and other characteristics of objects, with required visual acuity, depth perception, field of vision, accommodation, and color vision.
Ability to speak clearly and communicate effectively with company employees and members.

Nice To Haves

CompTIA A+ Certification or equivalent.

Responsibilities

Respond to and promptly resolve help desk calls and support tickets.
Install monthly server security updates and patches as required.
Assist with Windows and Linux server operating system upgrades and installations.
Create and manage Intune-managed software installations.
Provide escalated help desk support, including for Cooperative-specific applications, email, remote access, user accounts, and printing.
Ensure IT cybersecurity policies are enforced.
Use sound judgment to determine when to involve other information systems personnel.
Install and upgrade end-user hardware and software, including corporate and application software, desktop and laptop PCs, PC memory, iPads, and printers.
Create and update documentation for hardware and software installations and upgrades for reference and disaster recovery.
Troubleshoot network, PC, peripheral, hardware, and software issues in accordance with established operating procedures.
Analyze and resolve issues and document resolutions.
Provide training and assistance to end users to help them better utilize their computing environment.
Configure and image Windows PCs and laptops.
Attend continuing education as needed to perform the position more effectively.
Work on special projects as assigned.