Service Desk Technician
About the role
Jack Henry and Associates is seeking a Help Desk Technician to provide Tier 1 technical support via phone, email, Teams Instant Message chat and ITSM system. Technicians will offer support and technical assistance to Jack Henry Associates who are using software, hardware and other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers. Technicians will escalate issues that extend beyond Tier 1 responsibilities.
Responsibilities
- Provides support to employees or customers regarding technical inquiries.
- Diagnostics to isolate the nature of the problem and resolves support issues.
- Identifies, troubleshoots and resolves software, hardware and network failures.
- Performs the installation, configuration, upgrades, repair and preventative maintenance of software, hardware and/or systems.
- Thoroughly documents cases to ensure continuity of information and adherence to customer service standards.
- Maintains awareness of current tools, methodologies and technologies associated to IT support.
- May perform other job duties as assigned.
Requirements
- Must have a minimum of 18 months of experience in a technical support environment.
- Must be available to assist with on-call duties, including holidays as needed.
- Must be available to work various shift schedules which may include weekends.
Qualifications
- Bachelor’s degree in IT, Computer Science or other related fields (not required).
- Excellent communication skills (not required).
Skills
- Good technical knowledge.
- Ability to effectively communicate trouble shooting steps and solutions to non-technical users.
- Customer-oriented and patient to deal with difficult customers.
Benefits
Not specified.
Pay
The salary range for this position is $34,400- $45,000 and will be determined based on location and experience level.
Schedule
This is a remote position and candidates must live within approximately a 70-mile radius of our office locations in Allen, TX; Lenexa, KS; Charlotte, NC; Cedar Fall, IA; Louisville, KY; Birmingham, AL; Springfield, MO; or Monett, MO.