at Jack Henry & Associates in Monett, Missouri, United States
Help Desk Technician – Internal/Employee Facing
Position Level: Individual Contributor
Team: Information Technology
Position Type: Regular
Working Time: Full-Time
Locations: Allen, Texas, Monett, Missouri, Remote, Remote, Springfield, Missouri
Travel Requirements: 0%
Description & Requirements
Jack Henry and Associates is seeking a Help Desk (8100) Technician to provide Tier 1 technical support via phone, email, Teams Instant Message chat and ITSM system. Technicians will offer support and technical assistance to Jack Henry Associates who are using software, hardware and other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers. Technicians will escalate issues that extend beyond Tier 1 responsibilities.
The ideal candidate will perform troubleshooting using different diagnostic techniques, must have good technical knowledge and be able to effectively communicate trouble shooting steps and solutions to non-technical users. They must also be customer-oriented and patient to deal with difficult customers.
This position can be based to work out of any Jack Henry office or remote from any US location.
+ Must have a minimum of 18 months of experience in a technical support environment.
+ Must have Customer service experience.
+ Must have working experience with Windows OS, mobile devices, and managing applications on these endpoints.
+ Must have hands on troubleshooting experience with Microsoft Office 365.
+ Must be able to work an eight-hour shift Monday through Friday from the hours of 6:00 am to 7:00 pm CT.
+ Must be available to assist with on-call duties.
+ Bachelor’s degree in IT or Computer Science.
+ Provides support to employees or customers regarding technical inquiries. Diagnoses to isolate the nature of the problem and resolves support issues.
+ Identifies, troubleshoots, and resolves software, hardware, and network failures.
+ Performs the installation, configuration, upgrades, repair and preventative maintenance of software, hardware and/or systems.
+ Thoroughly documents cases to ensure continuity of information and adherence to customer service standards.
+ Maintains awareness of current tools, methodologies and technologies associated to IT support.
At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business-and our society-stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.
No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.
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