Customer-Focused IT Help Desk Specialist

John R White Company, Inc.; Birmingham (AL); On-site; USD 45,000 - 65,000; Full time

Job summary

John R White Company, Inc. is seeking a motivated IT Help Desk Analyst to support internal users and maintain a smooth technology environment. You will diagnose hardware/software issues, guide users through steps, and document resolutions.

The role emphasizes strong communication, proactive problem solving, and collaboration with IT teams. A Bachelor's degree and 2–4 years' experience are preferred; Birmingham, AL based position.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field or equivalent work experience.
• 2–4 years' experience preferred in IT help desk or similar role.
• Strong problem-solving, communication, and customer-focused service.

Responsibilities

• Provide first-level technical support to end-users in-person, phone, email, or chat.
• Diagnose hardware, software, and network issues and guide users through fixes.
• Document incidents and resolutions in the help desk system.
• Utilize remote desktop tools to troubleshoot devices.
• Assist in setup and deployment of desktops, laptops, and peripherals.
• Educate users on basic tasks like software installs and password resets.
• Monitor IT equipment inventory and manage assets.
• Create knowledge base articles and user documentation.
• Identify trends and propose service improvements.
• Participate in IT projects and system maintenance as needed.
• Use AI tools to speed up troubleshooting and documentation.

Skills

Troubleshooting

Communication skills

Customer focus

Multi-tasking

Problem solving

Education

Bachelor's degree in IT/CS or related

Tools

Trello

M365 Admin

Zendesk

Microsoft Office

Job description

John R White Company, Inc. is seeking a motivated IT Help Desk Analyst to support internal users and maintain a smooth technology environment. You will diagnose hardware/software issues, guide users through steps, and document resolutions.

The role emphasizes strong communication, proactive problem solving, and collaboration with IT teams. A Bachelor's degree and 2–4 years' experience are preferred; Birmingham, AL based position.