IT Help Desk Technician

MAU 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 Package

• Competitive Compensation Package

• Medical, Dental, and Vision Benefits

• Paid Holidays (11)

• Paid Vacation

• Great work environment

• Employee Assistance Program (EAP)

• Care Partners Program

• Health Club Reimbursement Program

• Additional supplemental benefit programs

• 401k

• Salary Continuation

• Educational Reimbursement

• FMLA available after 12 months of service

Shift Information

• Monday to Friday | 8:00 a.m. to 5:00 p.m.

Career Path

• Call Center Supervisor, IT Support Technician, Process Technician

Required Education and Experience

• High School Diploma or GED

• Proficiency with Microsoft desktop applications, including Word, Excel, and related tools

• Working knowledge of Microsoft operating systems, including Windows 11

• Experience with account management in Microsoft environments, including Active Directory, Azure Active Directory, and Microsoft 365 administration

• Familiarity with internet and desktop technologies used in a business environment

• Typing proficiency of at least 40 words per minute

• Ability to work within an IT ticketing or service management system

• Strong written and verbal communication skills

• Ability to document issues clearly and accurately

• Strong problem-solving and troubleshooting abilities

• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment

• Strong ability to use computers and quickly learn new software applications and technologies

Preferred Education and Experience

• Bachelors degree

• At least 2 years of experience in the IT field (Help Desk, etc.)

General Requirements

• Communication Proficiency

• Customer/Client Focus

• Patience

• Ethical Conduct

• Personal Effectiveness/Credibility

Essential Functions

• Assists employees with account access and recovery via phone, email, and other communication technologies

• Provides support to employees with system usage through phone, email, and other communication technologies

• Maintains detailed records of customer interactions, including time spent and actions taken

• Greets employees in a professional manner and determines the issue or reason for contact

• Resolves problems and provides appropriate solutions within established time limits

• Follows up with employees to ensure satisfactory resolution of issues

• Escalates unresolved issues to appropriate internal teams or support levels when necessary

• Follows established procedures, policies, and service standards when assisting employees

• Maintains knowledge of company systems, software, and employee service processes

• Assists with administrative tasks related to employee systems and services

• Contributes to team efforts by accomplishing related tasks and responsibilities as needed

Work Environment and Physical Demands

• Operates in a professional office environment

• Routinely uses standard office equipment such as computers and phones continuously for at least 9 hours per day with an hour mid-day break

• Frequently sits for at least 8 hours per day

• Frequently repeats the same movements

• Frequently uses hands to handle, control, or feel objects, tools, or controls

Physical Requirements

• Ability to see details of objects less than a few feet away

• Ability to speak clearly so listeners can understand

• Ability to understand the speech of another person

• Ability to use fingers to grasp, move, or assemble very small objects

• Ability to see details of objects more than a few feet away

• Ability to see differences between colors, shades, and brightness

• Ability to hear sounds and recognize differences between them

• Ability to focus on one source of sound and ignore others

• Ability to make quick, precise adjustments to machine controls

• Ability to hold the arm and hand in one position or hold the hand steady while moving the arm

• Ability to use one or two hands to grasp, move, or assemble objects