IT Helpdesk/Support Engineer

The IT Helpdesk/Support Engineer role supports day-to-day employee computing by resolving help desk requests, maintaining hardware and software, and enforcing security practices. This onsite position in Olive Branch, MS includes escalation support, installations, configuration, and responsibilities tied to IT cybersecurity.

Role Overview

This position provides computer troubleshooting, hardware and software maintenance, report processing, and training to help deliver reliable computer services to all employees. The role functions as an IT helpdesk/support position with escalating, installation, configuration, and security responsibilities.

Location and Reporting

Location: Olive Branch, MS (onsite)
Supervisor: Information Technology Manager

Minimum Qualifications

• 2-year or higher technical degree in computer technology or related field
• Five (5) or more years of help desk or desktop support experience

Key Responsibilities

• Respond and resolve help desk calls and support tickets promptly
• Install monthly server security updates and patches as required
• Assist with Windows and Linux server operating system upgrades and installations
• Create and manage InTune managed software installations
• Provide escalated support for help desk issues requiring advanced expertise, including Cooperative-specific applications, email, remote access, user account maintenance, and printing
• Ensure IT Cyber Security policies are enforced
• Use sound judgment to determine when to involve other information systems personnel
• Install and upgrade end-user hardware and software, including desktop and laptop PCs, PC memory, iPads, printers, and corporate/application software
• Create and update documentation for hardware and software installations and upgrades to support reference and disaster recovery
• Troubleshoot network, PC, peripheral, hardware, and software issues in accordance with established operating procedures
• Analyze and resolve issues, and document resolutions
• Provide training and assistance to end users to support effective use of their computing environment
• Configure and image Windows PCs and laptops
• Attend continuing education as needed to perform the position more effectively
• Complete special projects as assigned

Required Experience and Skills

• Maintain and troubleshoot end-user devices including laptops, tablets, thin clients, PCs, scanners, and network printers
• Support end users using Windows 11 desktop operating system and Microsoft Office 365 applications, including MS Word, Excel, PowerPoint, and Outlook
• Experience with Microsoft Active Directory, including user account maintenance, password resets, and access requests
• Experience with Microsoft Group Policies for end-user workstation configuration support and troubleshooting
• Experience supporting Microsoft Windows Server 2019 and higher to resolve escalated help desk issues
• Experience with Microsoft CoPilot and other AI tools
• Ability to function effectively in a fast-paced help desk environment with a steady volume of support requests
• Strong organizational skills and attention to detail, including prioritizing and managing multiple help desk tickets and tasks simultaneously
• Ability to take tickets through resolution with minimal supervision
• Good written and verbal communication skills with a strong customer service focus, including communicating in person and via phone, IM, email, text, and radio; able to explain technical issues clearly in non-technical terms
• Ability to maintain confidentiality of all Cooperative information, including user account and system access details
• Excellent troubleshooting skills with the ability to diagnose end-user issues, document resolutions, and escalate urgent situations
• Responsible, dependable, goal-driven, and service-oriented team approach

Preferred Certification

• CompTIA A+ Certification or equivalent (preferred)

Technology Exposure

• Windows 11
• Microsoft Office 365 (MS Word, Excel, PowerPoint, Outlook)
• CompTIA A+
• Microsoft Active Directory
• Microsoft CoPilot and AI tools
• Microsoft Group Policies
• Microsoft Windows Server 2019
• InTune
• Windows, Linux
• iPads
• Thin clients
• Network printers and printers
• Remote access, email

Physical Requirements

• Must be able to lift 50 lbs. maximum with frequent lifting and/or carrying of objects weighing up to 20 lbs.
• Must be able to stoop, kneel, crouch, and crawl
• Work requires the ability to reach, handle, and feel with fingers
• Must be able to speak and hear
• Must be able to obtain impressions through the eyes of the shape, size, distance, motion, and color or other characteristics of objects
• Must possess acuity, far and near, depth perception, field of vision, accommodation, and color vision
• Must be able to speak clearly and communicate effectively with company employees and members