Windows Devices Support Jobs

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IT Helpdesk Technician

Goodwyn Mills Cawood LLC Montgomery, AL

Montgomery, AL

Today

Full time Active Directory End User Support Hardware Support

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Job Description

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

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