Help Desk Ticketing

Help Desk Ticketing Support Jobs

4 jobs found

Today

Help Desk Technician I

FARMERS BANK & TRUST COMPANY OF MAGNOLIA Texarkana, TX

Texarkana, TX

Today

Full time Application Support Customer Support End User Support

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Job Description

Support and troubleshoot end users by handling Tier 1 requests and providing remote Tier 2 assistance for banking and IT issues.

Responsibilities

Monitor and triage incoming support requests through phone and the ticketing system.
Create tickets for requests received by phone, route them to the appropriate queues, and respond quickly and effectively.
Document troubleshooting and resolutions in line with Help Desk system processes.
Resolve, route, or escalate issues promptly based on established workflows for Help Desk handling.
Deliver Tier 1 support for Information Technology and Banking Systems issues, including troubleshooting and step-by-step user guidance for application functionality and features.
Provide Tier 2 remote support for Banking Systems issues and for Information Technology issues that can be handled remotely.
Research and implement fixes for newly identified issues, either through self-assignment or escalation to the next level support (internal or vendor) when needed.
Maintain problem and solution documentation by creating and managing support knowledgebase content.
Perform other duties as assigned.

Requirements

Provide excellent customer service consistent with Service with HEART to both internal and external customers.
Maintain confidentiality of customer and bank information at all times.
Comply with all internal controls and established bank policies and procedures.
Use working knowledge of bank products and services to help ensure customer needs are consistently met.
Be able to represent the Bank at community events and in civic organizations.
Equivalent of four years in high school plus specialized training (night, trade extension, or correspondence school) totaling the equivalent of two years of college.
12 to 18 months of related experience and/or training.
Knowledge of a specialized field such as basic accounting or computer-related training (as acquired).
Minimum experience requirement: 1 year.

Role Scope

Provide day-to-day operational support to end users across hardware, software, account permissions, networking, and user troubleshooting.
Handle Tier 1 support and provide Tier 2 remote support for Banking Systems and Information Technology issues.

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Today

Help Desk Technician III

Sechan Electronics, Inc. Lititz, PA

Lititz, PA

Today

$60k - $83k/yr Full time Customer Service Customer Support Hardware Support

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Job Description

Sechan Electronics, Inc. is hiring a Help Desk Technician III to lead Helpdesk operations, manage SLA-focused support, and oversee core desktop and infrastructure maintenance onsite in Lititz, PA.

Responsibilities

Serve as the primary “quarterback” for Helpdesk operations: track open items, determine why tickets remain open, confirm customer outreach, and ensure appropriate ticket notes
Maintain SLA performance by monitoring whether tickets are meeting required timelines and following established Helpdesk workflows
Ensure the Helpdesk system is operating effectively, including problem category/subcategory structure, ticket lifecycle (portal, email, phone), and ticket closure standards
Use reporting to identify ticket volume trends and problem areas based on what matters in ticket counts
Monitor Helpdesk team activity to confirm team members are pulling and working tickets rather than getting stuck
Resolve customer issues efficiently while keeping the customer and leadership updated as needed
Help create and maintain Helpdesk policy to support smooth day-to-day operations
Follow up with customers to confirm the service standard is met and the customer is satisfied
Maintain complete, accurate asset inventory for Sechan
Prioritize and participate in upgrade and replacement efforts for Windows PC’s
Keep deployed equipment under control and up to date, including OS, BIOS, Drivers, and Applications
Recommend appropriate desktop, laptop, docking station, monitor, and printer configurations
Ensure strict change management process and procedures are followed, including documenting movement from point A to point B
Ensure compliance with software license requirements
Perform other duties as assigned to support the organization’s vision, mission, and values

Requirements

Excellent customer service skills with clear communication; positive attitude and a passion for technology
Detail-oriented approach with ability to read and follow policy and procedure
Ability to work independently with minimal supervision once tasks are assigned (self-starter)
Ability to lift, carry, and install computers, monitors, and related equipment
Strong understanding of how a fully functional, customer-driven Helpdesk operates and how to evolve an organization to that standard
Understanding of update deployment mechanisms such as WSUS and PDQ
Knowledge of the concept of Golden images
Fundamentals of networking including TCP/IP and DNS
Connectivity fundamentals including hardwired vs. wireless
Demonstrated deep troubleshooting skills across hardware, software, and basic networking
Bachelor’s Degree (preferred) in computer/technology related field
5+ years of Helpdesk experience, with 2+ years serving as a Helpdesk leader
CompTIA Certification (A+/Network+)
Extensive experience with Windows installation, troubleshooting, and imaging (Windows 7 and above)

Technologies

WSUS, PDQ
Windows PC’s, Windows 7, Windows
Golden images
TCP/IP, DNS
Hardwired vs. wireless
A+, Network+

Work Environment

Office and manufacturing floor
Physical requirements: ability to work up to 9 hours/day including sit, stand, walk, stoop, kneel, and crouch
Lifting requirement: ability to lift up to 50 lbs
Schedule: 8:00 AM – 5:30 PM Monday to Thursday; Friday 7:30 AM – 4:00 PM with additional hours as needed to meet demand
Rotational weekend on-call with other Helpdesk staff required
9/80 work schedule
Office located in Lititz, PA, with occasional visits to the Lancaster facility

Location: Lititz, PA (onsite). Salary: USD 60,000 - 83,000 per year.

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2d ago

Helpdesk Technician

EasyIT Dublin, OH

Dublin, OH

2d ago

$40k - $55k/yr Full time Customer Service Customer Support Desktop Support

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Job Description

EasyIT is hiring a Helpdesk Technician for an on-site Managed Services Provider support role in Central Ohio (Dublin, OH).

Responsibilities

Respond to client support requests and manage incoming tickets
Provide desktop support to client users and troubleshoot desktop issues
Deliver basic technical support at the network level, covering LAN and WAN
Communicate with customers as needed, including updates on incident progress and notifications for impending changes and agreed outages
Track and update issue status and work progress in the company ticketing system
Work with the IT team to resolve escalated problems and maintain client support quality

Requirements

Excellent Customer Service skills
Ability to follow direction from the Client Services manager and coordinate with the Dispatcher to handle service requests
Desktop OS troubleshooting experience
Desktop builds experience
Virus eradication experience
Basic networking concepts knowledge

Benefits

401(k) with matching
Health, dental, vision, and life insurance
Paid time off + parental leave
Tuition reimbursement & professional development support
Employee assistance & referral programs
Health insurance
Dental insurance
Vision insurance
Life insurance
Paid time off
Tuition reimbursement

Schedule

Monday–Friday with standard 8-hour shifts
Occasional on-call rotation (bonused)

Job Details

Location: Central Ohio (On-Site), work location: in person
Work Site: Dublin, OH 43017
Job type: Full-time
Compensation: $40,000–$55,000 per year + bonus opportunities
Relocation: Relocate to Dublin, OH 43017 before starting work (Required)

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2d ago

IT Support Specialist

City of West Fargo West Fargo, ND

West Fargo, ND

2d ago

$23 - $25/hr Full time A+ Application Support Computer Skills

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Job Description

The City of West Fargo is hiring an IT Support Specialist to deliver technical and clerical computer support to City users in West Fargo, ND (onsite). This position focuses on troubleshooting, help desk ticket handling, and maintaining both end-user devices and network-connected systems, including support that serves Public Safety departments.

Working as part of the City’s IT team, you will help resolve PC, software, and communication issues; coordinate on more complex support items; and participate in a rotating 24/7 on-call schedule for systems used by Police, Fire, and the Public Library.

What you’ll do

Diagnose and resolve software, hardware, and communication problems by testing, implementing, and validating solutions.
Troubleshoot networks, systems, and applications to restore normal operations.
Use help-desk ticketing software to process requests and respond directly or escalate when needed.
Install, decommission, and maintain hardware and peripherals, including monitors, keyboards, and printers.
Load software such as operating systems, network components, and office applications.
Install and troubleshoot proprietary software used by the Law Enforcement and Fire Department.
Connect users to networks and provide training on applications.
Coordinate with the IT team on support requests involving network hardware, configuration, software, audio/video, facilities, and telecommunications.
Maintain City data integrity while supporting information security and access management.
Provide rotating on-call support for Police, Fire, and Public Library systems as part of a 24/7 schedule.
Support Commission Chamber conference equipment and act as backup for meeting recordings.
Ensure IT vehicles are operational and ready for use.
Stay current on new and emerging technologies.
Edit and update documentation including flow charts, diagrams, user manuals, and installation instructions.
Follow safe work practices and report unsafe conditions; perform other duties as assigned.

What you bring

Associate’s degree in information technology or a related field.
An equivalent combination of education and experience may be considered.
Valid driver’s license.
Working proficiency in English.
A+ and Net+ certifications.
Strong knowledge of computer hardware and the Microsoft Office Suite.
Prior IT experience or completion of an internship in a related field.

Tools and technologies

Help-desk ticketing software
Microsoft Office Suite
A+ and Net+

Salary: USD $23–$25 per hour.

Education requirement: Associate’s degree in information technology or related field.

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Help Desk Ticketing Support Jobs

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Helpdesk Technician

IT Support Specialist

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