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Job Summary
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The Help Desk Technician is skilled and customer-oriented, providing technical support and assistance to end users. They will be responsible for troubleshooting hardware, software, and network issues, ensuring efficient IT operations. The Help Desk Technician requires strong problem-solving skills, excellent communication, and a commitment to delivering high-quality customer service.
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Primary Responsibilities & Essential Functions
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- Serve as the first point of contact for users seeking technical assistance via phone, email, or chat
- Diagnose and resolve hardware, software, and network issues in a timely manner
- Install, configure, and update computer systems and applications
- Escalate complex issues to higher-level support teams when necessary
- Maintain accurate records of issues and solutions in a ticketing system
- Provide guidance and training to users on IT best practices and security policies
- Assist with system updates, backups, and routine maintenance tasks
- Collaborate with IT teams to improve support processes and efficiency
- Ensure compliance with company IT policies and security guidelines
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Education and Experience
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- Proven experience as a Help Desk Technician or in a similar IT support role
- Strong knowledge of Windows/macOS operating systems and common business applications
- Familiarity with networking concepts, printers, and remote troubleshooting
- Experience with help desk ticketing systems (e.g., ServiceNow, Zendesk, or Jira)
- Excellent problem-solving and communication skills
- Ability to work independently and as part of a team
- IT certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator Associate (preferred)
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Knowledge, Skills, Abilities
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- Knowledge of PC support, Systems support, basic network support
- Technical certifications in computers, networks, voice and data is a plus
- Time management and organization skills
- Interpersonal communication skills
- Willingness to learn
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Physical Demands
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- Ability to sit, type, see, speak and have the full use of hand dexterity
- Occasionally, this position may be required to move equipment weighing up to 60 lbs
- Ability to make hardware connections overhead or under desks
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Working Conditions
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- Office-based or hybrid work environment
- May require occasional on-site support or after-hours assistance
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The above statements are intended to describe the general nature and level of work being performed and are not an exclusive list of all duties and responsibilities. The St. Joe Company/St. Joe Resort Operations reserves the right to amend and change responsibilities to meet business and organizational needs.
