Help Desk Technician

Jackson Technical L.L.C; Tulsa, Northern (OK, KY); Hybrid; USD 36,000 - 48,000; Full time

Job summary

Jackson Technical L.L.C. in Tulsa seeks an energetic Front-Line Help Desk Technician to be the first point of contact for managed service clients. You will handle quick-turnaround requests, resolve simple issues, and ensure immediate assistance with a friendly, reassuring approach.

This entry-level role trains you in Windows/macOS basics, Microsoft 365, Active Directory, and standard networking while you triage, document interactions, and escalate complex problems to specialists.

Qualifications

• Entry-level role with training available.
• Experience in customer-facing tech support is a plus but not required.
• Familiarity with Windows/macOS and Microsoft 365 is expected.

Responsibilities

• Rapid Triages & Resolution: process requests and fix common issues quickly.
• Account Navigation: identify client accounts, verify credentials, document interactions.
• Password & Access Management: password resets, unlocks, simple permission updates across AD and M365.
• Basic Troubleshooting: Tier 1 fixes like printer mapping, software installs, email config, connectivity checks.
• Escalation Management: route complex issues with notes to specialists.
• Team Assistance: support Network Techs and Engineers.
• Client Communication: provide friendly, clear communication to end-users and maintain CSAT.

Skills

Customer service mindset

Strong communication

Multitasking

Tools

Active Directory

Microsoft 365 administration

DNS/DHCP/Wi-Fi basics

Windows/macOS basics

Job description

Description

We are seeking an energetic, customer-focused Front-Line Help Desk Technician to serve as the initial point of contact for our managed service clients. Unlike our traditional account-assigned technicians, this role acts as our rapid-response triage specialist. Your primary focus will be handling quick-turnaround support requests, resolving simple technical issues efficiently, and ensuring our clients experience seamless, immediate assistance.

Key Responsibilities

• Rapid Triage & Resolution: Process incoming support requests, resolving simple, high-frequency technical issues typically addressed in under 10 minutes.
• Account Navigation: Quickly identify client accounts, verify user credentials, and document all interactions within our ticketing system.
• Password & Access Management: Perform routine password resets, account unlocks, and basic permission updates across Active Directory and Microsoft 365
• Basic Troubleshooting: Handle standard Tier 1 fixes, including printer mapping, basic software installation, email client configuration, and standard connectivity checks.
• Escalation Management: Seamlessly route complex, time-consuming, or account-specific issues to the appropriate dedicated account technicians with detailed notes and troubleshooting steps already completed.
• Team Assistance: Assist Network Technicians and Engineers as needed with assigned tasks, routine follow-up, and support activities to help maintain efficient service delivery.
• Client Communication: Provide friendly, clear, and reassuring communication to end-users, maintaining high customer satisfaction (CSAT) scores.

Requirements

• Experience: Prior experience in a customer-facing technical support, MSP, or IT help desk environment is a plus, but not required. This is an entry-level role, and we are willing to train the right candidate with a strong customer service mindset and willingness to learn.
• Technical Foundation: Basic understanding of Windows/macOS operating systems, Microsoft 365 administration, Active Directory, and standard networking concepts (DHCP, DNS, Wi-Fi).
• Time Management: Exceptional ability to multitask, prioritize a high volume of quick requests, and work efficiently under pressure.
• Communication: Outstanding verbal and written communication skills with a natural talent for translating technical concepts into plain English for non-technical users.
• Mindset: A proactive, problem-solving attitude who thrives in a fast-paced environment and enjoys helping people.