Help desk technician

Summary/Objective

We are seeking a reliable, knowledgeable, and self-motivated team player who takes initiative, manages multiple priorities effectively, and consistently delivers high-quality work.

Essential Functions

• Provide first-level technical support to employees via phone, email, chat, and in-person assistance; troubleshoot and resolve hardware, software, network, connectivity, and application issues
• Install, configure, maintain, and troubleshoot desktop computers, laptops, mobile devices, printers, projectors, peripherals, and other IT equipment, both locally and remotely
• Assist users with connecting and configuring devices for Wi-Fi, email, printers, projectors, and other network resources
• Create, update, and manage user accounts, passwords, access permissions, and security credentials in accordance with company policies
• Support operating systems, business applications, productivity software, software installations, updates, patches, and routine system maintenance, including remote deployment and removal of software on Windows-based computers
• Manage and maintain printers, including configuration, troubleshooting, and address book/email setup
• Document, track, and manage support requests through the help desk ticketing system; route incoming calls and escalate complex or unresolved issues to appropriate IT personnel or external vendors
• Support employee onboarding and offboarding, including equipment deployment, account setup, access changes, asset recovery, and equipment distribution
• Maintain accurate IT asset records, equipment assignments, software licenses, configurations, loaned equipment, and maintenance/repair status within the asset management system
• Coordinate the shipment, receipt, and distribution of computers, network hardware, and other IT equipment
• Follow IT security policies and procedures, maintain confidentiality of information accessed or stored on company systems, and promptly report suspected security incidents
• Provide users with basic technical guidance and training on applications, cybersecurity best practices, IT procedures, and approved technologies
• Develop, update, and maintain technical documentation, knowledge-base articles, troubleshooting procedures, and IT procedure manuals
• Assist with IT projects, system upgrades, hardware deployments, and other technology initiatives as assigned
• Perform other duties and responsibilities as assigned

Qualifications

• High school diploma or equivalent required; associate or bachelor's degree in Information Technology, Computer Science, or a related field a plus
• 2-4 years of related experience in a help desk, technical support, desktop support, or similar IT role
• Working knowledge of Windows operating systems, Microsoft 365, common business applications, and computer hardware
• Strong troubleshooting and analytical skills
• Excellent written and verbal communication skills
• Strong customer service skills and the ability to work effectively with users of varying technical abilities
• Ability to prioritize multiple requests and work effectively in a fast-paced environment
• Ability to maintain confidentiality and handle sensitive information appropriately
• Ability to lift, carry, or move IT-related equipment and materials weighing up to 40 pounds

Competencies

• Technical troubleshooting and problem solving
• Customer service orientation
• Clear and professional communication
• Attention to detail
• Time management and prioritization
• Teamwork and collaboration
• Adaptability and continuous learning
• Information security awareness
• Professionalism and accountability

Supervisory Responsibility

This position has no supervisory responsibilities.

Work Environment

The IT Help Desk Technician typically operates in an office environment and provides technical support through a combination of in-person, telephone, email, and remote-support methods. The position regularly works with desktop computers, laptops, monitors, printers, mobile devices, networking equipment, telecommunications systems, and other IT-related hardware and peripherals. The role may require moving between workstations, offices, and designated equipment or technology areas to install, configure, troubleshoot, maintain, and replace equipment. Occasional work outside of normal business hours may be required to support system maintenance, equipment deployments, upgrades, or urgent technical issues.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The position requires frequent use of a computer, keyboard, mouse, telephone, and other office and IT equipment. The technician may be required to sit, stand, walk, bend, reach, kneel, and work in various positions while installing, inspecting, troubleshooting, or maintaining equipment. The position may occasionally require lifting, carrying, or moving computers, monitors, printers, networking equipment, and other IT-related materials weighing up to 40 pounds. The employee must have sufficient visual, auditory, and manual dexterity abilities to perform the essential functions of the position.

Position Type/Expected Hours of Work

This is a full-time hourly position. The scheduled hours are typically 40 hours per week, Monday through Friday but may be extended as required to execute the tasks assigned.

Travel

No travel is expected for this position.

Required Education and Experience

High school diploma or equivalent and two to four years of relevant experience in help desk, technical support, desktop support, or a similar IT role required. An associate or bachelor’s degree in Information Technology, Computer Science, or a related field is a plus.

Additional Eligibility Qualifications

1. Must pass a pre-employment screen, including but not limited to a drug and alcohol screen, background check, motor vehicle records check, reference check and physical (if applicable).
2. Current and valid driver’s license in the state of permanent residence (must be insurable by Jaynes automobile insurance carrier in order to drive a Jaynes vehicle).
3. Must be eligible per Fleet Safety Management policy to operate a company vehicle or a personal vehicle for company purposes.

Work Authorization

Jaynes Corporation requires that all employees be legally authorized to work in the United States. Any person employed by Jaynes must complete the federal Employment Eligibility Verification Form (I-9) and will be entered into the federal E-Verify system.

AAP/EEO Statement

All employment decisions at Jaynes are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, national, social, or ethnic origin, age, disability, genetics, sexual orientation, or any other status protected by the laws or regulations in the locations where we operate. Jaynes will not tolerate discrimination or harassment based on any of these characteristics.

Benefits

Jaynes Corporation is an employee-owned company and offers an exceptional benefits package. In addition to a competitive base salary, regular full-time employees are eligible for medical, dental, and vision insurance; a health savings account (HSA); dependent care flexible spending account (FSA); company-paid and supplemental life insurance; long term & short term disability insurance; cancer, accident & hospital indemnity coverage; retirement planning including 401k and Employee Stock Ownership Plan (ESOP); bonus plan; paid holidays; and up to 5 weeks of paid leave.

Additional wellness benefits include an onsite healthcare clinic for employees and their dependents, a comprehensive employee wellness program that includes financial incentives, free weekly yoga classes, an employee assistance program (EAP), and a fitness membership reimbursement program.

Regular part-time employees and interns are eligible for limited benefits.

PLEASE NOTE: Job descriptions are designed and intended only to summarize the essential duties, responsibilities, qualifications, and requirements for the purpose of clarifying the general nature and scope of a position’s role as part of the overall organization. Job descriptions do not list all tasks an employee might be expected to perform, and they do not limit the right of the supervisor to assign additional tasks, or otherwise modify duties to be performed, even if seemingly unrelated to the basic job.