IT Help Desk Technician; Tupelo, MS

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.

Check out the full job description below, and if this sounds like the right fit, we would love to see your application! Please apply using this link,

POSITION SUMMARY:

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

This is a great opportunity for someone with strong analytical, strategic planning, and communication skills. We are looking for an Analyst who can excel at being the main IT contact for troubleshooting internal problems while developing and implementing the company’s tech strategies and solutions.

Exxel Outdoors offers great benefits, product allowance, generous employee discounts, and awesome people to work with. We can’t wait for you to join our team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 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 our 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 including 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.
• Maintains, analyzes, troubleshoots, and repairs 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.
• Develops and maintains updated Common Operating Environment (COE)
• Track and maintain inventory of all company assets.
• Collaboration:
  
  Leverages the strengths and unique perspectives of others within the organization and works with all stakeholders to reach a solution.
• Work effectively and thrive as a member of various work groups to bring greater value to the overall organization.
• Maintains a clean work area, and equipment closet while also organizing inventory both physically and in a tracking system.
• Find new and innovative approaches to performing the business at hand.
• Effectively manage multiple concurrent projects successfully.
• Possess knowledge of basic network troubleshooting and be able to work with the IT Manager in maintaining our infrastructure setup if required.

QUALIFICATIONS/SKILLS

• BS or BA degree in Computer Science or equivalent education and experience.
• Possession of certifications as listed below desired.
• Familiarity with Dell & Apple.
• 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, etc., desirable.
• Solid understanding of network concepts (TCP/IP, DNS, DHCP).
• Superior interpersonal and communication skills – ability to thrive in a team environment Effective Communication:
  Speaks to both technical and nontechnical audiences with ease.
• Initiative – ability to work and achieve objectives independently.
• Ability to manage multiple tasks at one time and meet…