IT Help Desk Technician

Exxel Outdoors

We are looking for an IT Help Desk Technician to join our Tupelo, MS team! This role is perfect for someone who enjoys troubleshooting, supporting users, and keeping technology running smoothly.

The Help Desk Technician provides crucial IT support, assisting users with hardware, software, and network issues via phone, email, or chat. They focus on diagnosing problems, offering step‑by‑step solutions (like password resets and software installs), escalating complex cases, documenting tickets, and ensuring a smooth user experience through patience and clear communication. They act as the first line of defense for technical challenges.

• Respond to inquiries and resolve technical issues for users (employees or customers).
• Diagnose and fix problems with operating systems (Windows, macOS), applications (Office 365, email), hardware (printers, PCs), and basic network connectivity.
• Maintain Active Directory (Users, Security Groups, Policies, etc.).
• Log, track, and manage support requests in our 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 roster of recurring subscriptions (Microsoft 365, Defender, SharePoint, third‑party apps, VPN, anti‑viral, 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 remote.
• Support our distribution center devices including Zebra printers, USB hand scanners, and Symbol RF guns.
• Develop and maintain updated Common Operating Environment (COE).
• Track and maintain inventory of all company assets.
• Collaborate with stakeholders to reach solutions and work effectively in various work groups.
• Maintain a clean work area and equipment closet while organizing inventory physically and in a tracking system.
• Find new and innovative approaches to performing business functions.
• Effectively manage multiple concurrent projects.
• Possess knowledge of basic network troubleshooting and work with the IT Manager to maintain infrastructure if required.

• BS or BA degree in Computer Science or equivalent education and experience.
• Certifications:
  
  CompTIA A+, Network+, ITIL Foundation.
• Familiarity with Dell & Apple hardware.
• 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.
• Solid understanding of network concepts (TCP/IP, DNS, DHCP).
• Superior interpersonal and communication skills; ability to thrive in a team environment.
• Effective communication with technical and non‑technical audiences.
• Initiative and the ability to work independently and meet deadlines.
• Strong problem‑solving and process‑improvement skills.
• Experience with complex business solutions across multiple offices, distribution centers, and manufacturing facilities.
• Demonstrated ability to work with executive management and handle project development.
• Strong organizational skills.

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. Travel and work will periodically be required at our facilities in Broomfield (office), Pasadena (office) or Haleyville (office & plant).

The demands described here are representative of those that must be met, including standing,…