What are the responsibilities and job description for the Help Desk Technician position at Henssler Financial and Careers?
Description:
Full-Time | In-Office | Ideal for candidates within a reasonable commute to Kennesaw, Georgia
About the Role
We’re looking for a Help Desk Technician who enjoys solving problems, helping people, and delivering excellent customer service. In this role, you’ll be the first point of contact for technical support, providing both in-person and remote assistance to our end users.
We have a casual, collaborative workplace, but this is a highly visible role—so a professional demeanor, strong communication skills, and superb customer service are essential.
What You’ll Do
- Provide first-level technical support via phone, email, chat, remote tools, and on-site assistance
- Troubleshoot and resolve hardware, software, and basic connectivity issues
- Install, configure, and maintain desktops, laptops, software, and peripherals
- Accurately document, track, and manage support tickets using ConnectWise PSA
- Escalate complex issues as needed with clear documentation and follow-through
- Walk users through solutions in a friendly, easy-to-understand way
- Assist with new hire setups and employee offboarding
- Maintain knowledge base articles and user guides
- Deliver a consistently positive, customer-focused support experience
What We’re Looking For
- At least 1 year of experience in a help desk, desktop support, or IT support role
- Degree not required
- Familiarity with ConnectWise PSA or similar ticketing systems
- Experience providing both in-person and remote troubleshooting support
- Strong problem-solving and analytical skills
- Excellent communication and interpersonal skills
- Ability to work independently and collaborate as part of a team
- Working knowledge of Windows and macOS (Linux is a plus)
- Basic understanding of networking concepts (Wi-Fi, VPN, connectivity issues)
Bonus Points
- CompTIA A or other entry-level IT certifications
- Experience supporting Microsoft 365
- Previous experience in a fast-paced or managed services environment
Why You’ll Love Working Here
- Comprehensive Benefits Package – Medical, dental, vision, life, and disability insurance
- 401(k) with Company Match – Invest in your future with employer support
- Paid Time Off – Generous PTO, 11 paid holidays, 6 paid half-days, paid volunteer time, and paid parental leave
- Modern Workplace Perks – Newly remodeled office space, on-site gym, and a “Dress for Your Day” dress code
- Mentorship & Training – Learn from seasoned professionals and grow your technical skills