IT Helpdesk Technician

Goodwyn Mills Cawood • Montgomery, AL

6d • Onsite

About The Position

Goodwyn Mills Cawood (GMC) is seeking an experienced IT Helpdesk Technician to provide frontline support and serve as a trusted technical resource for users. The technician is the first point of contact for technical assistance requests received by phone or email, and works with customers to identify issues, determine solutions, and guide them through troubleshooting. The role supports users across the GMC Montgomery office and collaborates with multidisciplinary teams.

Requirements

• Bachelor’s degree in a related field preferred.
• Five or more years of experience preferred.
• Good understanding of computer systems, mobile devices, and other technology products.
• Experience with Active Directory.
• Experience mapping network drives and printers.
• Ability to diagnose and resolve basic technical issues.
• Strong phone and email troubleshooting skills.
• Ability to learn custom software packages as needed.
• Ability to work independently and manage work autonomously.
• Commitment to quality and thoughtful problem-solving.
• Collaborative mindset and willingness to share experience with others.
• Strong written, verbal, and presentation skills.
• Desire to contribute to work beyond an individual project.

Nice To Haves

• Bachelor’s degree in a related field.
• Five or more years of experience.

Responsibilities

• Configure and maintain user desktops, laptops, and iPhone devices, including applying software updates and security patches.
• Provide accurate information about IT products and services.
• Record events, problems, and resolutions in Kaseya.
• Respond to users seeking technical assistance by phone or email.
• Perform remote troubleshooting using diagnostic techniques and relevant questions.
• Determine the best solution based on the reported issue and details provided by customers.
• Guide customers through the problem-solving process.
• Pass customer feedback and suggestions to the appropriate internal team.
• Learn custom software packages as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior