IT Help Desk Technician

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The Help Desk Technician provides crucial IT support, assisting users with hardware, software, and network issues via phone, e‑mail, or chat. Key responsibilities include diagnosing problems, offering step‑by‑step solutions (such as password resets and software installs), escalating complex cases, documenting tickets, and ensuring a smooth user experience through patience and clear communication. The role is the first line of defense for technical challenges and requires strong analytical, strategic planning, and communication skills.

• Respond to inquiries and resolve technical issues for users (employees or customers)
• Diagnose and fix problems with operating systems (Windows, macOS), applications (Office 365, e‑mail), hardware (printers, PCs), and basic network connectivity
• Maintain Active Directory (users, security groups, policies)
• Log, track, and manage support requests in the help‑desk system
• Guide users through fixes remotely using screen‑sharing tools
• Set up new user accounts, install software, and configure devices, including computer and phone setup, and provide basic systems training
• Decommission user accounts as required
• Manage inventory of software licenses and recurring subscriptions (Microsoft 365, Defender, SharePoint, third‑party apps, VPN, anti‑virus, password keepers, etc.)
• Refer complex or unresolved issues to the IT Manager
• Create and update knowledge‑base articles and training materials
• Partner with CFO/COO & IT Manager to establish and enforce organization policies and standards
• Maintain, analyze, troubleshoot, and repair workstations (Windows & Apple), hardware, software, and computer peripherals, both onsite and remotely
• Support distribution‑center devices including Zebra printers, USB hand scanners, and Symbol RF guns
• Develop and maintain an updated Common Operating Environment (COE) and track inventory of all company assets
• Collaboration:
  
  Work with stakeholders to reach solutions; thrive in various work groups to increase organizational value
• Maintain a clean work area and equipment closet; organize inventory physically and in a tracking system
• Find new and innovative approaches to performing business tasks
• Effectively manage multiple concurrent projects successfully
• Possess basic network troubleshooting knowledge and support the IT Manager with infrastructure when required

• BS or BA degree in Computer Science or equivalent experience
• Certifications listed below (desired)
• Familiarity with Dell & Apple devices
• Familiarity with cloud computing environments
• Fluent in Microsoft Operating Systems, Microsoft 365 applications, Active Directory, remote support tools
• Knowledge of Business Central (MS Dynamics), Concur, Web Services, Adobe, VPNs, password managers, system and network security (desirable)
• Solid understanding of network concepts (TCP/IP, DNS, DHCP)
• Superior interpersonal and communication skills – thrive in a team environment
• Effective communication:
  Speak to both technical and non‑technical audiences with ease
• Initiative – work and achieve objectives independently
• Ability to manage multiple tasks at one time and meet deadlines
• Strong problem‑solving and process‑improvement skills; evaluate complex business issues and solve them with technology
• Experience with complex business solutions across multiple offices, distribution centers, and manufacturing facilities preferred
• Demonstrated ability to work with executive management; meet deadlines, conduct research into IT issues and products, take initiative on projects, and manage multiple concurrent projects
• Strong organizational skills

Will assist the IT Manager with annual budget preparation and periodical variance analysis.

Comptia A+, Network+, ITIL Foundation

A typical office environment located at 776 Greene Street in Tupelo, MS will be the base of operations. Some work may be required in the warehouse co‑located with the office.…