IT Helpdesk Technician

Goodwyn Mills Cawood LLC is seeking an IT Helpdesk Technician in Montgomery, AL (onsite) to deliver frontline support to end users and help resolve technical issues from initial contact through documented resolution.

Role Overview

Serve as the first point of contact for customers requesting technical assistance by phone or email. Provide trusted, real-time IT support, including desktop and mobile configuration, troubleshooting, and accurate documentation of events, problems, and outcomes in Kaseya.

Key Responsibilities

• Act as the first point of contact for customers seeking technical assistance over the phone or email
• Provide frontline IT support as a trusted technical resource
• Configure and maintain user desktops, laptops, and iPhone devices, including keeping devices updated with new software and security patches
• Provide accurate information on IT products or services
• Record events and problems and document resolutions in Kaseya
• Conduct remote troubleshooting using diagnostic techniques and relevant questions
• Determine the best solution based on the issue and details provided by customers
• Guide customers through the problem-solving process
• Share customer feedback or suggestions with the appropriate internal team

Required Qualifications

• Bachelor’s degree in a related field (preferred)
• 5+ years of experience (preferred)
• Strong understanding of computer systems, mobile devices, and other technical products
• Experience with Active Directory
• Experience mapping network drives and printers
• Ability to diagnose and resolve basic technical issues
• Strong troubleshooting skills over the phone or via email
• Ability to learn custom software packages as needed
• Ability to work independently and stay self-managed
• Commitment to quality and thoughtful problem-solving
• Collaborative mindset and willingness to share experience with others
• Strong written, verbal, and presentation skills
• Desire to contribute to work that extends beyond individual tasks

Technologies

• Kaseya
• Active Directory

Work Setting and Physical Requirements

• Primarily office-based, with opportunities to get out into the field and stay connected to projects and people
• 10% travel, based on business needs
• Role involves prolonged periods sitting at a desk, working on a computer, and working in an office environment
• Must be able to lift up to 25 pounds at times