IT Help Desk Technician

South Alabama Regional Planning Commission•Mobile, AL

2d•$21 - $24

About The Position

The IT Help Desk Technician serves as the primary point of contact for technical support, providing first-level assistance to staff and resolving routine hardware, software, and user access issues in accordance with established IT policies and procedures. The position supports system access, device configuration, and service request resolution, and escalates advanced or non-routine issues to the Information Technology Manager.

Requirements

Excellent communication skills, both oral and written.
Excellent organizational and time management skills.
Experience providing end-user technical support.
Basic understanding of electronics and computer networking concepts.
Familiarity with Microsoft Windows 11 and Microsoft 365.
Ability to clearly communicate technical issues, concepts, and solutions to end users with varying levels of technical knowledge and proficiency.
Associate degree in information technology or closely related field, or possession of relevant experience in the industry or certification (e.g. CompTIA A+), combined with a minimum of two years of IT support experience. Familiarity with service request management systems, device management platforms such as Microsoft Intune, and structured IT environments.
A valid driver’s license and a good driving record.

Responsibilities

Serves as the primary point of contact for IT support requests and provides first-line technical assistance to staff.
Receives, documents, and resolves technical support service requests in a timely manner, including troubleshooting and resolving issues related to Windows operating systems, Microsoft 365, computers, printers, mobile devices, and other software or hardware issues as they arise.
Provides clear, professional, and courteous communication to users regarding technical issues, service requests, and resolutions.
Prepares, configures, and deploys standard information technology equipment for new hires in accordance with established processes and procedures.
Replaces standard information technology devices with equivalent equipment as needed, in accordance with established procedures.
Performs information technology onboarding and offboarding tasks as assigned, including coordinating system access, device provisioning, and account termination activities.
Supports user access management by assisting with password resets, account lockouts, and multi-factor authentication (MFA) enrollment in accordance with established policies.
Establishes user accounts and administers approved access changes in compliance with established security and access control procedures.
Refers non-standard, out-of-scope requests, or recurring systemic issues to the Information Technology Manager for evaluation, review, or approval.
Maintains accurate records of information technology assets by utilizing approved asset management systems to track equipment throughout its life cycle.
Follows established IT policies and security requirements.
Other duties as assigned.