Help Desk Technician

Company Description Complete3 Tech Solutions, LLC (C3TS) is a technology firm founded in 2016 and headquartered in Birmingham, Alabama. The company specializes in cloud-based solutions, data center services, network support, cybersecurity, and data protection. C3TS also provides data recovery and backup services to safeguard business continuity. With a focus on up-to-date technology solutions, C3TS helps small businesses grow, thrive, and remain resilient in a rapidly changing digital environment.

Position Overview

We're seeking a customer-focused Helpdesk Support Technician to join our growing team. This role combines remote troubleshooting with on-site client visits, supporting a diverse portfolio of healthcare and business clients. You'll be the front line of technical support, resolving issues ranging from printer troubleshooting to email access problems while delivering exceptional customer service.

Key Responsibilities

Daily Support Operations:

• Respond to and resolve support tickets via phone, email, and remote desktop tools

• Perform on-site visits to client locations throughout the Birmingham metro area

• Troubleshoot Windows/Mac computers, printers, network connectivity, and email issues

• Set up and deploy new workstations, laptops, and peripheral equipment

• Document all support activities in our ticketing system (Everyhat)

Technical Tasks:

• Diagnose and resolve email/Microsoft 365 issues (access, spam filtering, distribution lists)

• Install, configure, and troubleshoot printers and multifunction devices

• Support user access problems (password resets, account provisioning, permissions)

• Perform system updates, patches, and basic network troubleshooting

• Assist with employee onboarding and offboarding technology tasks

Client Service:

• Maintain professional communication with healthcare and business clients

• Prioritize urgent issues and manage multiple tickets simultaneously

• Escalate complex technical problems to senior engineers when appropriate

• Build strong client relationships through reliable, responsive support

Required Qualifications

Technical Skills:

• 1-3 years of IT helpdesk or technical support experience

• Strong Windows 10/11 troubleshooting and support

• Experience with Microsoft 365/Exchange email administration

• Printer setup, configuration, and troubleshooting

• Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi)

• Remote desktop support tools (RDP, TeamViewer, ConnectWise, etc.)

Soft Skills:

• Excellent customer service and communication skills

• Ability to explain technical concepts to non-technical users

• Strong problem-solving and critical thinking

• Time management and ability to prioritize effectively

• Professional demeanor when representing Complete3 at client sites

Logistics:

• Valid driver's license and reliable transportation (on-site visits required)

• Ability to lift and move computer equipment (up to 50 lbs)

• Flexible schedule for occasional after-hours or weekend support

• Background check required (healthcare client compliance)

Preferred Qualifications

• CompTIA A , Network , or equivalent certifications

• Experience supporting healthcare or regulated industries

• Mac OS support experience

• Familiarity with managed service provider (MSP) environments

• Basic scripting or automation knowledge (PowerShell, batch files)

What We Offer

Compensation:

• Competitive salary based on experience ($40,000 - $65,000 annually)

• Performance-based bonuses

Benefits:

• Health, Dental and Vision insurance

• Paid time off (PTO)

• Professional development and certification training

• Company vehicle or mileage reimbursement for client visits

• Latest tools and technology to do your job effectively

Growth Opportunities:

• Clear career path from Helpdesk → Senior Technician → Systems Engineer

• Exposure to diverse technologies and industries

• Mentorship from experienced IT professionals