Job Description

IT Help Desk TechnicianMAU is hiring an IT Help Desk Technician in Augusta, GA. As an IT Help Desk Technician, you will provide frontline technical support to employees, troubleshooting software, systems, and account issues while delivering excellent customer service.Benefits PackageCompetitive Compensation PackageMedical, Dental, and Vision BenefitsPaid Holidays (11)Paid VacationGreat work environmentEmployee Assistance Program (EAP)Care Partners ProgramHealth Club Reimbursement ProgramAdditional supplemental benefit programs401kSalary ContinuationEducational ReimbursementFMLA available after 12 months of serviceShift InformationMonday to Friday | 8:00 a.m. to 5:00 p.m.Career PathCall Center Supervisor, IT Support Technician, Process TechnicianRequired Education and ExperienceHigh School Diploma or GEDProficiency with Microsoft desktop applications, including Word, Excel, and related toolsWorking knowledge of Microsoft operating systems, including Windows 11Experience with account management in Microsoft environments, including Active Directory, Azure Active Directory, and Microsoft 365 administrationFamiliarity with internet and desktop technologies used in a business environmentTyping proficiency of at least 40 words per minuteAbility to work within an IT ticketing or service management systemStrong written and verbal communication skillsAbility to document issues clearly and accuratelyStrong problem-solving and troubleshooting abilitiesAbility to manage multiple tasks and prioritize effectively in a fast-paced environmentStrong ability to use computers and quickly learn new software applications and technologiesPreferred Education and ExperienceBachelor's degreeAt least 2 years of experience in the IT field (Help Desk, etc.)General RequirementsCommunication ProficiencyCustomer/Client FocusPatienceEthical ConductPersonal Effectiveness/CredibilityEssential FunctionsAssists employees with account access and recovery via phone, email, and other communication technologiesProvides support to employees with system usage through phone, email, and other communication technologiesMaintains detailed records of customer interactions, including time spent and actions takenGreets employees in a professional manner and determines the issue or reason for contactResolves problems and provides appropriate solutions within established time limitsFollows up with employees to ensure satisfactory resolution of issuesEscalates unresolved issues to appropriate internal teams or support levels when necessaryFollows established procedures, policies, and service standards when assisting employeesMaintains knowledge of company systems, software, and employee service processesAssists with administrative tasks related to employee systems and servicesContributes to team efforts by accomplishing related tasks and responsibilities as neededWork Environment and Physical DemandsOperates in a professional office environmentRoutinely uses standard office equipment such as computers and phones continuously for at least 9 hours per day with an hour mid-day breakFrequently sits for at least 8 hours per dayFrequently repeats the same movementsFrequently uses hands to handle, control, or feel objects, tools, or controlsPhysical RequirementsAbility to see details of objects less than a few feet awayAbility to speak clearly so listeners can understandAbility to understand the speech of another personAbility to use fingers to grasp, move, or assemble very small objectsAbility to see details of objects more than a few feet awayAbility to see differences between colors, shades, and brightnessAbility to hear sounds and recognize differences between themAbility to focus on one source of sound and ignore othersAbility to make quick, precise adjustments to machine controlsAbility to hold the arm and hand in one position or hold the hand steady while moving the armAbility to use one or two hands to grasp, move, or assemble objects

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