MORE THAN A JOB! If you are an ambitious individual looking for a fulfilling and challenging career, you can find it at one of Jones Capital’s family of companies. Today, our companies are pushing the boundaries of what’s possible, yet still holding true to the values that founded our first company in 1949. That’s why working with us is more than a job, it’s a rewarding lifelong experience. WANT TO HELP SHAPE THE FUTURE OF AN INDUSTRY? BECOME ONE OF JONES!

Senior Help Desk Technician

The Senior Help Desk Technician provides superior customer service and acts as the first line for fielding and performing the initial screening of customer related incidents being reported and will assist the customers in identifying the nature of the incident and initiate discussions with the appropriate parties. The Senior Help Desk Technician is responsible for answering queries and addressing system and user issues in a timely and professional manner.

The Senior Help Desk Technician, as part of the Information Technology Services Department, provides expert level support activities, instruction, and advice regarding all aspects of desktop client/server computing resources. The position develops and applies subject matter knowledge to solve common and complex issues within established guidelines and recommends solutions where appropriate.

Responsibilities:

• Receive customer help desk phone calls and service requests for support
• Provide direct production support services for application users by responding to operational problems that are funneled to the team via helpdesk tickets
• Provide overall IT support, troubleshoot, and resolve issues related to account management, software installations, software updates, desktop support, Microsoft operating systems, Microsoft 365, security, desktop and web applications, peripherals, email support, cloud storage support, network storage support, mobile device support, etc.
• Respond to all customer requests in a timely and professional manner and proactively follow up on all open issues
• Instruct end users in the appropriate use of equipment, software, and/or reference materials
• Manage help desk request and accurately prioritize, categorize, track and log calls, and tickets following organizational internal tracking protocols
• Propose new solutions, ideas, tools, process improvements, and techniques for complex problems
• Implement incident management processes
• Provide daily, weekly, monthly, and quarterly incident management reports and status reports
• Responsible for maintaining FAQs for questions or queries from users and an SOP for common issues encountered during the support process with detailed analysis and resolution steps
• Create and update technical support documentation for technologies and processes used in the organization
• Other duties as assigned

Qualifications:

• Associate degree and 3+ years relevant experience OR 5 years of relevant experience
• Background check required.

Knowledge, Skills and Abilities

• Ability to work independently and yet be effective within a team setting
• Must be capable of managing multiple efforts with time related constraints
• Demonstrated ability to effectively communicate and collaborate with diverse internal and external stakeholder groups and individuals
• Friendly presence, helpful attitude, good interpersonal skills, and ability to work well with others
• Excellent Microsoft Office skills (Word, Excel, and other applications)
• Experience with Azure
• Experience with M365
• Ability to train end users on frequently asked technical issues
• Ability to provide technical assistance and support over the phone
• Good phone skills, professional demeanor, and previous customer service experience strongly desired
• Good problem-solving skills with the ability to visualize a problem or situation and think abstractly to solve it

RECOGNIZED AS ONE OF THE BEST PLACES TO WORK

We are proud to be recognized by Mississippi Business Journal as one of the best places to work in Mississippi. It's the result of our focus on our employee’s well-being with a host of innovative efforts, including continuing education, health and wellness initiatives and family focused events that recognize and reward our employees on a regular basis.


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