What are the responsibilities and job description for the Help Desk Technician position at Security National Mortgage Company?
Description
- Serve as the first point of contact for users seeking technical assistance via phone, email, or in person
- Diagnose and troubleshoot hardware, software, and network-related issues across desktops, laptops, mobile devices, and peripherals
- Provide timely and effective support, escalating complex issues to appropriate teams as needed
- Install, configure, and update operating systems, applications, and system components on end-user devices
- Manage and resolve support tickets using a help desk or IT service management system
- Assist in onboarding and offboarding procedures, including user account setup, permissions, and hardware deployment
- Maintain accurate documentation of support activities, issue resolutions, and user instructions
- Educate users on best practices for system usage, security awareness, and self-service tools
- Perform routine maintenance tasks such as software updates, patching, and hardware checks
- Collaborate with IT team members to support organization-wide initiatives and ensure high-quality user support
Requirements
Education and/or Work Experience Requirements:
- Associate’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience
- 1–3 years of experience in a technical support or help desk role
- Proficiency with Windows and/or macOS environments, including common productivity applications (e.g., Microsoft 365, Google Workspace)
- Familiarity with basic networking concepts, printer support, and remote desktop tools
- Experience with ticketing systems (e.g., Zendesk, Freshservice, ServiceNow) is a plus
- Strong communication and customer service skills, with the ability to explain technical issues to non-technical users
- Industry certifications (e.g., CompTIA A , ITIL Foundation) are desirable
- Ability to prioritize tasks and work efficiently in a fast-paced environment
Physical Requirements:
- Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards.
- Ability to maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state and local standards
- Prolonged periods of sitting at a desk and working on a computer
- Occasionally required to lift or move hardware or equipment up to 40 pounds
- Ability to access equipment in confined or elevated spaces (e.g., server rooms or network closets)
- Visual acuity to read technical materials and monitor system performance