Information Technology Help Desk

Position Overview

We are seeking a highly skilled and customer-focused Software and Application Help Desk Technician to join our dynamic IT support team. In this role, you will be responsible for providing technical assistance and support to users regarding software applications, systems, and related technologies. Your primary objective will be to ensure timely and effective problem resolution to enhance user productivity and overall satisfaction throughout the organization.

Key Responsibilities

As a Help Desk Technician, your core responsibilities will include responding to user inquiries, diagnosing and resolving software and application-related issues through various communication channels such as phone, email, or in-person interactions. You will guide users through solutions, document the resolution process, and work closely with other team members or subject matter experts to handle more complex technical issues. If a problem cannot be resolved immediately, you will escalate it to the appropriate team while maintaining ownership until it is resolved.

You will also be responsible for conducting training sessions and creating clear, user-friendly documentation to help employees better understand and utilize software applications. Identifying areas for user education that can improve overall efficiency is an important part of the role. You will contribute to maintaining and updating the internal knowledge base with troubleshooting guides, FAQs, and best practices.

The role includes supporting the installation, updating, and upgrading of software on user devices. You will help configure and customize applications to meet user requirements and collaborate with system administrators and developers to ensure seamless integration and compatibility of software solutions within the organization.

As part of incident and problem management, you will log and track service requests through the internal ticketing system, keeping accurate and detailed records. By analyzing patterns in reported issues, you will proactively address common problems and contribute to the development of long-term solutions.

Continuous improvement is also a key expectation. You will be encouraged to stay up to date with new technologies, software developments, and best practices in the industry. Participation in team meetings, knowledge-sharing sessions, and training programs is essential for maintaining technical expertise. You are also expected to recommend and help implement improvements that enhance the overall efficiency of help desk operations.

Qualifications

We prefer candidates with a bachelor's degree in computer science, information technology, or a related field, though equivalent job experience is also acceptable. Prior experience in a similar technical support or help desk role is required. You should be comfortable troubleshooting software applications, operating systems, and network-related issues. A strong working knowledge of Windows OS, Office 365, Microsoft Azure, and commonly used business applications is important. Familiarity with remote support tools and ticketing systems is also essential.

This position demands excellent communication and customer service skills, particularly the ability to explain technical information clearly to non-technical users. Strong problem-solving skills, analytical thinking, and the ability to work independently in a fast-paced, deadline-driven environment are crucial. Industry certifications such as CompTIA A or Microsoft Certified Professional are considered a plus.

Benefits

We offer a collaborative startup-style work environment characterized by flat hierarchies and short decision-making paths. Our compensation package includes a competitive salary. We provide a generous benefits package that includes health, dental, vision, and employer-paid life insurance. Additional benefits include a 401(k) plan with company matching, access to professional training and career development programs, and gym membership discounts.

About Reliance Partners

Reliance Partners, LLC is committed to fostering a diverse and inclusive workplace. We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Reliance Partners was named one of the Best Workplaces in Financial Services & Insurance by FORTUNE and Great Place to Work®, and we are headquartered in Chattanooga.