Employee Experience Helpdesk Technician

About the job

Job Summary: We are seeking a highly motivated and customer-focused Helpdesk Technician to provide technical support to our employees/clients. The ideal candidate will have a strong background in customer service and proven experience troubleshooting, diagnosing, and resolving a variety of IT issues, with a specific focus on network connectivity and basic infrastructure problems.

Key Responsibilities:

· Serve as the first point of contact for all technical support issues via phone, email, instant messaging or ticketing system.

· Provide timely and effective technical support for all employee facing hardware and software. This will range from mobile devices, desktops, printers and basic networking components.

· Required to become a subject matter expert on a variety of industry specific or otherwise specialized applications.

· Troubleshoot and resolve customer experience related issues including basic TCP/IP, DNS, DHCP, and local area network (LAN) problems.

· Perform user account management (e.g., Active Directory, Azure AD, password resets).

· Document, track, and monitor problems to ensure timely resolution using a ticketing system (e.g., Zendesk, ServiceNow).

· Escalate complex or unresolvable issues to Tier 2/3 or Network/Systems Administrators.

· Assist with equipment setup, deployment, and decommissioning.

· Maintain a high level of customer satisfaction through professional and courteous communication.

Required Qualifications:

· High School Diploma or equivalent; Associates or Bachelor's degree in IT, Computer Science, or related certifications preferred.

· 4 years of experience in a Helpdesk, Desktop Support, or Technical Support role.

· Proven customer service experience with excellent verbal and written communication skills.

· Working knowledge of networking concepts (TCP/IP, switching, routing basics) and troubleshooting tools.

· Proficiency with Windows and mobile operating systems.

· Familiarity with Microsoft Office Suite and other collaboration tools.

· Experience with a helpdesk ticketing system.

Preferred Qualifications (often a plus):

· Relevant IT certifications (e.g., CompTIA A , Network , CCNA, Microsoft Certified Desktop Support Technician).

· Experience with network monitoring tools.

· Experience with virtualization (VMware).

Additional Information: All candidates must successfully pass a background check and drug screening prior to employment.

The Wilson Law Group values diversity, equity, and inclusion while looking for the best qualified candidate. We are proud to be an equal opportunity employer and celebrate the differences of our employees—including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and veteran status. Diversity makes us stronger!

Job Type: Full-time

Base Pay: $45,012.19 - $65,208.23 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Experience:

• Desktop support: 3 years (Required)
• Customer support: 3 years (Required)

Location:

• Little Rock, AR 72201 (Preferred)

Willingness to travel:

• 25% (Required)

Work Location: In person

Salary : $45,012 - $65,208