Help Desk Technician

Integration Innovation, Inc. (i3) is looking for a Help Desk Technician to support an on-prem, large user base in Huntsville, AL. In this role, you help ensure end-users get an effortless and efficient experience with everyday technology tools by troubleshooting issues and providing desktop support with a professional, courteous, customer-focused approach.

What you’ll do

• Troubleshoot software issues for applications and services including Office 365, Teams, COTS, and GOTS.
• Use support tools such as Active Directory and Remote Desktop to diagnose and resolve problems.
• Perform hardware troubleshooting for printers, PCs, TVs, monitors, KVM, and related equipment.
• Create and track help desk tickets using JIRA (or a similar helpdesk system).
• Maintain system security in compliance with DOW and company policy.
• Collaborate with team members to troubleshoot and document IT issues.
• Assist with escorting Maintenance Personnel, IT Personnel, and others as required.
• Troubleshoot network ports and network equipment.
• Set up IT equipment for users.
• Respond to escalated or advanced service requests from customers.
• Follow standard company policies and procedures, and contribute to team projects by communicating status appropriately.
• Identify areas for improvement and make suggestions, exercising discretion and judgement as needed.
• Perform other duties as assigned.

Systems and tools you’ll work with

• Office 365, Teams
• Active Directory
• Remote Desktop
• JIRA
• Windows and Linux
• COTS and GOTS
• KVM

Required qualifications

• Bachelor’s degree in Computer Information Systems, Information Technology, Computer Science, or a related technical field; additional experience may substitute for the degree.
• DoD 8570.01-M compliant.
• CompTIA Security+ CE.
• Active Secret Security Clearance.
• Ability to remediate and troubleshoot issues.
• Knowledge of office administration and procedures.
• Exceptional judgement and relationship management skills.
• Strong communication, teamwork, and client service skills, including clear communication in discussions and written documents, plus feedback delivered clearly and tactfully.
• Professional, courteous interaction with a diverse range of customers and staff.
• Ability to work independently with accountability for accurate and complete results.
• Strong organizational skills and attention to detail.
• Comfort working both independently and in a team environment, including in a fast-paced environment with effective time management and prioritization.
• Ability to analyze information and respond appropriately, multi-task, and work well under pressure.

Education

Bachelor’s degree in Computer Information Systems, Information Technology, Computer Science, or a related technical field (additional experience may substitute).

Benefits

• Long-term financial security
• Higher job satisfaction
• Greater job security
• Personal and professional growth
• Great company culture
• Excellent insurance coverage
• 401(k) match
• Generous PTO
• Health and wellness incentives
• Tuition and certification reimbursement
• Countless opportunities to give back to the community through i3 Cares

Physical demands

• Regularly required to talk or hear.
• Frequently required to stand, walk, handle or feel, and reach with hands and arms.
• Occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl.
• Must be able to lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• Specific vision abilities required: close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.

Schedule and attendance

• Regular i3 hours: 8:00 a.m. to 5:00 p.m., Monday-Friday
• Additional hours may be required on occasion
• Regular and punctual attendance is required