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Help Desk Technician

Headquarters
Full-time
On-site
Sarasota, Florida, United States
$20 - $21 USD hourly
Benefits:
  • Bonus based on performance
  • Competitive salary
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance
  • 401(k) matching
  • Wellness resources
The Help Desk Technician provides technical assistance and support to Jackson Hewitt employees. The Support Technician will answer questions and resolve computer phone issues for users in person, via phone, email, or Teams message. Technical assistance will include, but not limited to, hardware and software installation and support, network support, email, mobile, remote support and other day-to-day activities. This role requires excellent verbal, written, and interpersonal skills, as well as good analytical skills, sound judgment, and the ability to work effectively within a team environment.   
 
Our lean organizational structure allows unparalleled opportunities to work on critical issues and create an impact with day-to-day technical operations. It will also enable the Help Desk Technician to tackle varied challenges, build a diverse skill set, and gain exposure to a variety of technology-related functions. 

 What you’ll do here:
  • Identify and resolve technical issues via desk-side, phone, email, teams, or other means.
  • Track and document cases in ServiceNow ticketing system.
  • Troubleshoot conference room equipment, and other technologies.
  • Effectively troubleshoot and resolve cases according to established procedures.
  • Escalate unresolved issues in a timely fashion and own cases to resolution.
  • Administer provisioning and de-provisioning of users according to business procedures and SLAs.
  • Provide desktop, mobile device, network, VPN and application support.
  • Other duties assigned.
 
What skills and experience you’ll bring for success: 
  • College Graduate with technical degree or equivalent professional experience. 
  • Must have 1 year of experience in a Help Desk role.
  • Ability to work outside of typical business hours (evenings and weekends) for scheduled system maintenance and upgrades.
  • Candidate must possess fundamental knowledge of the following technologies: 
    • Windows 11. 
    • Microsoft 365 Applications.
    • Microsoft Teams. 
    • Active Directory User Administration. 
    • Exchange Mailbox Management. 
    • Mobile devices: IOS and Android. 
    • VPN, Wireless, Cellular, LAN & WAN endpoint connectivity client support. 
    • Dell Hardware (Laptops & Desktops).  
    • Printers and copiers. 
    • Ability to write technical documentation. 
    • Strong desire to learn.
  • What you’ll get if you join us: 

    • Competitive Salary + Bonus 
    • Unlimited Paid Time Off + 11 Paid Holidays 
    • 401k + Match 
    • Medical, Dental, and Vision.
    • Pet Insurance.
    • Company Celebrations and Appreciation Events.
    • Fast-paced, innovative culture with an open and collaborative environment.
    • Ample opportunity to develop core and new skillsets and have a stake in your own success.
    • Freedom to create your best work and make a visible impact on the organization.
    • Opportunities for advancement within the organization.
Compensation: $20.00 - $21.00 per hour




PTIN Certification: Yes

Thank you for your interest in Jackson Hewitt Inc., Jackson Hewitt Technology Services, LLC, Tax Services of America, Inc., or any of its or their subsidiaries, affiliates, or related entities (collectively herein, “Jackson Hewitt” or the “Company,” but excluding independently owned and operated franchise locations). The Company is an equal employment opportunity employer and does not tolerate discrimination against or harassment of any applicant or employee on the basis of race, color, sex, religion, national origin, age, disability, or any other status protected by applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. 

CANDIDATE ACKNOWLEDGEMENT:

Tax Preparer Applicants: I understand, as a condition of employment, I must be able to obtain a Preparer Tax Identification Number (PTIN) and the IRS will conduct their own background investigation.

I certify that all answers given in connection with my application(s) for employment with Jackson Hewitt Inc. and/or its wholly owned subsidiary Tax Services of America, Inc. (collectively, the “Company”) are true and complete to the best of my knowledge. I understand that a false statement, false answer, misrepresentation or omission may result in a decision not to hire me, the withdrawal of an offer of employment, or the termination of my employment with the Company, regardless of when the false or misleading information or omission is discovered.

I understand that the completion of this application is a preliminary step to employment.  It does not obligate the Company to offer employment to me, or for me to accept employment. This application is considered active for a period of time not to exceed (30) days. I understand that a Company representative may contact me during the application process. 

By providing my phone number, I consent to receive automated telephone calls and/or text messages from Jackson Hewitt and its agents regarding Jackson Hewitt employment opportunities. Message and data rates may apply. Text STOP to opt-out.

By submitting an application, I certify, agree, and confirm my review and understanding, as set forth in the “Candidate Acknowledgment” set forth on the job posting.