IT Helpdesk Technician II

Job Description

Job Description

HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) provides financial services; leverages resources; and engages in advocacy that strengthens the financial health of people in under-resourced Deep South communities. Since 1994, these efforts have benefited more than three million people in Alabama, Arkansas, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation. Learn more at

• Title: IT Helpdesk Technician II
• Department: Information Technology
• Reports To: VP, Technology Services
• Supervises: N/A
• Job Classification: Non-exempt, FT
• Location: Onsite

The IT Helpdesk Technician II provides first-and second-level technical support for company systems, applications, and end users. This role s responsible for troubleshooting hardware and software issues, supporting Windows and macOS environments, assisting with technology deployments, and supporting new employee onboarding tasks. The ideal candidate demonstrates strong technical, problem-solving, and customer service skills while ensuring efficient and secure technology operations.

This position is will reside onsite for locations in Montgomery, AL, Jackson, MS or Atlanta, GA.

Responsibilities

• Provide Tier 1 and Tier 2 technical support through the help desk ticketing system, email, and instant messaging platforms
• Troubleshoot and resolve issues related to hardware, software, operating systems, and connectivity issues for Windows and macOS environments
• Assist with hardware and software installations, upgrades, and deployments
• Support new employees onboarding and offboarding, including workstation setup, system access, and equipment provisioning
• Monitor support trends and recurring issues; document findings and recommend solutions or system improvements
• Coordinate application installation and acceptance with end users and provide user assistance on application operations.
• Analyze user needs, workflows, and system capabilities to recommend automation and commercially available software solutions
• Develop, maintain, and update technical documentation and end-user guides
• Assist with technology research, planning, and continuous improvement initiatives
• Perform general administrative tasks to include attending meetings and preparing production reports
• Assist with technology planning through ongoing research.

Qualifications:

Required

• High School Diploma or GED
• 2-4 years of experience in a help desk or IT support environment (i.e., desktop systems, and communication devices using current technologies)
• Ability to travel up to 25% (e.g., meetings, trainings)

Preferred

• Experience with Linux or Unix in financial environment

Competencies & Skills:

• Customer Focus - Knowing the (internal and externa!) customer business needs and acting; accordingly, anticipating customer needs, and giving high priority to customer satisfaction and customer service.
• Organizational awareness - Having and using knowledge of systems, situations, procedures, and culture inside the organization to identify potential problems and opportunities; perceiving the impact and the implications of decisions on other components of the organization.
• Attention to detail - Taking responsibility for a thorough and detailed method of working.
• Conceptual Thinking - Understanding a given situation or problem by combining information that is readily available; identifying patterns or connections between situations that are not obviously related; identifying key or underlying issues in complex situations. Being solutions oriented
• Results Orientation - Being persistent and showing perseverance on achieving concrete and tangible results out of personal responsibility; getting optimum results from situations and being ready to take action and show tenacity in case of obstacles or resistance.
• Stress Tolerance - Performing well when faced with pressure due to time frame, workload, adversity, disappointment, or opposition
• Service Excellence

Technical Skills:

• Proven experience supporting Windows and macOS desktop environments (e.g., printers, scanners, desktops, laptops, mobile devices, photocopy systems)
• Experience supporting a 250+ node network.
• Working knowledge of desktop technologies, communication devices, and network protocols
• Familiarity with help desk ticketing systems and IT service management (ITSM) practices
• Strong problem-solving and analytical skills
• Ability to manage multiple tasks and projects simultaneously in a fast-paced environment
• Excellent written and verbal communication skills with the ability to interact effectively with all levels of the organization
• Ability to create technical documentation and user-facing instructions

Work Environment:

• Employees spend the majority of time in office environment, generally accessible to the public, customers, and potential customers
• Noise level in the work environment is usually moderate
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions

Physical Demands

• Employees are regularly required to sit, stand and walk
• Employees will use hands to finger, handle or feel, reach with hands and arms, and talk or hear
• Employees must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25+ pounds
• Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Comprehensive Benefits Package:

• Paid Vacation and Sick Time
• 11 Paid Holidays
• 401(k) with Company Match
• Medical, Dental, and Vision Benefits
• Flexible Spending Account (FSA)
• Disability Benefits
• Life Insurance, Critical Illness, Accident
• Employee Assistance Program (EAP)
• Tuition Reimbursement, Professional Development

Hope Enterprise Corporation does not participate in or engage in any form of visa sponsorship, including employment-based visa applications or extensions (e.g., H-1B, TN, O-1, OPT, STEM OPT, etc.). Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.