Help Desk Technician

Overview

Jackson Dawson Communications is a leader in business communications, consumer engagement, product evaluation, and corporate training. We are seeking a Help Desk Technician to support our office by providing technical assistance. This role is responsible for delivering timely, effective support and ensuring a high-quality user experience.

Responsibilities

• Provide first-level technical support to JD personnel via phone and email.
• Diagnose and troubleshoot issues.
• Communicate technical concepts clearly to non-technical users.
• Document, track, and resolve support tickets in a timely manner.
• Escalate complex technical issues to internal IT teams as needed and follow through to resolution.
• Maintain strong customer service standards while managing multiple support requests.
• Collaborate with internal teams to identify recurring issues and recommend solutions.

Qualifications

• Basic technical knowledge of computer systems, hardware, and software.
• Familiarity with network connectivity concepts (e.g., Wi-Fi, LAN, basic troubleshooting).
• Strong written and verbal communication skills with professional phone and email etiquette.
• Proven ability to troubleshoot issues while maintaining a customer-focused approach.
• Solid analytical, problem-solving, and critical thinking skills.
• Proficiency in Microsoft Office (Outlook, Excel, Word).
• Ability to work a flexible full-time schedule, Monday through Friday.