Help Desk Technician
On-site · Jacksonville, Florida, United States
Job Summary
Help Desk Technician role providing deployment and ongoing support for IS technologies and infrastructure. Responsible for handling end-user trouble tickets, installing, configuring, testing, maintaining, and troubleshooting workstations, software, and networked peripherals. Develop and maintain supporting documentation, create and manage user access, participate in annual IT projects (hardware/software upgrades, migrations, security improvements), and produce user-facing guides and FAQs. Will perform on-site and remote analysis to resolve issues, maintain an inventory of devices, liaise with third-party vendors, and contribute to security enhancements. Requires 2-5 years of onsite Help Desk experience and an Associate’s degree (or equivalent). Certifications such as CompTIA A+ and Network+ are preferred. Occasional after-hours/weekend support and travel for onsite visits are required. Also performs telecom support tasks and supports the IT environment to improve efficiency and customer satisfaction.
Required Qualifications
- 2-5 years experience in an onsite Help Desk role
- Associates degree preferred or combination of work experience and college
- Minimum of COMPTIA A+, Network +, or general IT certification(s) preferred
- Essential Job Functions: Field incoming help requests from end users via help desk system, telephone, e-mail, and chat in a courteous manner
- Provides support to install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware, software, networked peripheral devices, and cabling
- Assists in the analysis and development of new processes and supporting documentation. Keeps existing documents up to date.
- Create, configure, or remove access/hardware for multiple users on an ongoing basis.
- Works on yearly projects as assigned by management, including hardware/software upgrades, migrations, efficiencies, security, and business objectives.
- Develop help sheets and frequently asked questions lists for end users.
- Perform on-site/remote analysis, diagnosis, and resolution to workstation problems. Recommends and implements corrective solutions.
- Maintains an inventory listing and status of all workstations and technical devices.
- When necessary, liaise with third-party support and equipment vendors.
- Identifies and creates new solutions to improve efficiency and customer satisfaction.
- Conduct research on emerging products, services, protocols, and standards in support of operational initiatives and security enhancement efforts.
- Coordinate and perform in-depth tests, including end-user reviews, for modified and new systems.
- Provides telecom support, including phone, phone application, and business/user call flow.
- Identify and resolve operating system issues to maintain services, enhance capabilities, and prevent system outages.
- Provides afterhours/weekend support as needed
- Periodic travel for onsite support.
- The above cited duties are not intended to be an exhaustive list of all duties
- Skills & Competencies Required: Followership, PC/Workstation Software, LAN Administration, Help Desk, Technical Troubleshooting, Systems Hardware/Software Infrastructure, Network Operations, Project Execution, Information Security Management
- Additional Information: Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more
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