IT Helpdesk Technician

JA Riggs Tractor Company•Little Rock, AR

About The Position

The IT Helpdesk Technician provides frontline technical support for end users across a variety of systems and technologies. This role is responsible for diagnosing and resolving hardware, software, and connectivity issues while delivering excellent customer service and maintaining accurate documentation.

Requirements

Associate degree in Computer Science or related field preferred, or equivalent work experience
2+ years of experience providing desk-side or helpdesk support in a business environment
Solid understanding of PC hardware, operating systems, and software installation/troubleshooting
Experience with Windows 11 operating systems
Experience supporting Microsoft 365 applications, including Outlook and Teams
Familiarity with basic networking concepts (TCP/IP, DNS, DHCP)
Strong analytical and problem-solving skills
Excellent communication and customer service skills, both verbal and written
Ability to manage multiple tasks and prioritize effectively in a fast-paced environment

Nice To Haves

Experience with endpoint or mobile device management (e.g., Intune) is a plus
Experience supporting mobile devices (iPhone/iPad) is a plus

Responsibilities

Install, configure, test, maintain, and troubleshoot desktops, laptops, monitors, printers, and related peripherals
Provide support for operating systems, productivity software, and common business applications
Support and troubleshoot Office 365 email, including account setup, access issues, and mailbox management
Assist with device management using Intune, including enrollment, policy application, and basic troubleshooting
Deploy, configure, and support iPhones and iPads, including provisioning, updates, and mobile device management
Respond to and resolve helpdesk tickets, phone calls, and email requests in a timely and professional manner
Track, document, and escalate issues using the organization’s ticketing system
Diagnose and resolve hardware and software issues, including component replacement and system repairs
Maintain accurate records of equipment failures, repairs, installations, and removals in accordance with company standards
Assist with asset management, including inventory tracking, imaging, deployment, and lifecycle management of IT equipment
Support conference room technology, including audio/visual systems and virtual meeting platforms
Provide support for the organization’s phone system, including user setup, device configuration, and call troubleshooting (Microsoft Teams Phone System)
Contribute to the development and improvement of IT standards, processes, and documentation
Deliver prompt, courteous, and customer-focused technical support to all users
Participate in IT projects and perform additional duties as assigned