IT Help Desk Technician- Intermediate

The University of Mississippi Medical Center offers a first-tier IT role where you support device users across the organization through a structured, team-based service environment. This onsite position in Jackson, MS focuses on timely problem resolution, clear documentation, and collaboration with upper level support when issues require deeper troubleshooting.

What you’ll do

• Join a rotating call phone system, team email process, and end user self-service ticket creation to receive and address technical issues and requests from UMMC users.
• Document and update customer information in ticketing software using provided guidelines to accurately convey the problem or request, including determining and recording the urgency of inquiries.
• Use remote support software to gather additional details, including providing screen shots and other relevant information to support troubleshooting by upper level teams.
• Provide resolutions when possible, or route problems and requests to the appropriate technical support team.
• Support department goals by participating in special projects as directed by the department manager.
• Contribute to team documentation to help keep procedures accurate and up to date.
• Identify and report problem trends to leadership based on incoming customer communications.
• Mentor associate-level team members when questions arise related to procedures or issue resolution.

The duties listed are general in nature and are examples of duties and responsibilities performed. Management retains the right to add or change duties at any time.

What you bring

• Associate’s or Bachelor’s degree plus one (1) year of IT support, Help Desk, or technical role experience.
• Strong, positive, professional interpersonal skills for working with a wide range of constituencies.
• Strong verbal and written communication skills.
• Ability to analyze and synthesize information, identify solutions, and evaluate solution usefulness.
• Ability to work independently in a 24x7x365 robust team environment.
• Ability to comprehend and apply knowledge to new or changing situations.
• Proficiency in the Microsoft Office Suite.
• Certifications, Licenses or Registration Required: N/A

Tools you’ll use

• Microsoft Office Suite
• Ticketing software
• Remote support software

Schedule and physical demands

• Occasional working hours significantly beyond regularly scheduled hours.
• Occasional travel to offsite locations.
• Occasional activities subject to significant volume changes of a seasonal/clinical nature.
• Occasional bending, reaching, twisting, and walking; frequent sitting; occasional standing.
• Workload and movement requirements: occasional up to 20%, frequent from 21% to 50%, constant 51% or more.

Application instructions

Please complete the application in its entirety by providing all work experience, education, and certifications or license information. You will be unable to edit, add, or change your application after submission.