Endpoint Support Technician

About the role

At Jack Henry, we're more than a technology company — we're a force for good in financial services, redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people-inspired innovation, empowering financial institutions to deliver seamless, secure, and human-centered experiences. The Endpoint Operator Specialist II provides on-site technical support and IT asset management under moderate supervision, ensuring a high-quality end-user experience through reliable system performance and responsive service delivery. This role is responsible for troubleshooting hardware and endpoint issues, managing and maintaining on-site IT inventory, deploying and configuring end-user devices, and supporting office technology and peripherals. The specialist ensures accurate asset tracking and lifecycle management while maintaining operational efficiency across supported environments. Additionally, this role adheres to established policies and procedures, contributes to team initiatives, maintains detailed service documentation, and continuously develops advanced technical and problem-solving skills to effectively address increasingly complex IT challenges.

This position is an on-site role at our office location in Allen, TX.

Responsibilities

• Diagnose and resolve simple to moderately complex technical issues with hardware, software, and office equipment (e.g., printers, conferencing systems)
• Provide support to employees or customers regarding technical inquiries
• Diagnose to isolate the nature of the problem and resolve complex support issues
• Identify, troubleshoot, and resolve software, hardware, and network failures
• Perform installation, configuration, upgrades, repair, and preventative maintenance of software, hardware, and/or systems
• Thoroughly document cases to ensure continuity of information and adherence to customer service standards
• Maintain awareness of current tools, methodologies, and technologies associated with IT support
• Consistently deliver professional customer service, acting as a reliable point of contact for technical inquiries
• Apply evolving troubleshooting skills to improve system uptime and user productivity
• Maintain and track the lifecycle of IT assets within the inventory database to ensure data accuracy
• Document support cases thoroughly, clearly, and concisely to ensure information continuity and adherence to standards
• Deploy new machines for new associates and PC refreshes, and reclaim old equipment
• Work collaboratively with team members and leadership to uphold internal policies and procedures
• Provide technical support and execution for assigned IT projects and equipment deployments
• Perform other job duties as assigned

Requirements

• Minimum of 18 months of experience in PC and hardware support, IT Help Desk support, or technical customer support
• Strong experience providing technical support in customer-facing IT environments, including schools, higher education institutions, help desks, or Geek Squad-style service organizations

Preferred qualifications

• CompTIA A+ and/or Network+ certification
• Microsoft Certified Fundamentals
• Google IT Support Professional Certificate

Additional expectations

Applies acquired job skills and company policies and procedures to complete work assignments and tasks. Work assignments are generally routine in nature; uses learned techniques and procedures for decision making. Exercises limited judgment within defined procedures and practices. Proficient in diagnosing hardware issues both in-person and remotely; ability to prioritize and resolve cases of varying complexity while researching solutions in a timely manner. Advanced knowledge of Microsoft 365 (Teams, Outlook, Excel, Word), CMS, and device monitoring tools; skilled in spreadsheet management and maintaining high-integrity asset databases.

Benefits

At Jack Henry, we live by the motto: "Do the right thing, do whatever it takes, and have fun." It's more than a tagline — it's the foundation of our culture. We recognize that our associates are the key to our success, and we're deeply committed to their wellbeing. That's why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. We're proud to foster an environment where inclusion, sustainability, and community impact are more than values — they're how we operate.

Pay

The salary range for this position is $49,750–$62,250 and will be determined based on location and experience level.

Schedule

On-site position at the Allen, TX office. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.