Support Jobs in Olive Branch, MS

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IT Helpdesk/Support Engineer

Northcentral Electric Cooperative Olive Branch, MS

Olive Branch, MS

Today

Full time Cloud Device Management Device Management End User Support

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Job Description

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

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