Hybrid Help Desk Technician — Speed & Tech Ownership

American Express; Fort Smith (AR); Hybrid; USD 60,000 - 86,000; Full time

Benefits offered by this job

Mentorship

Benefits

Flexible hours

Job summary

American Express in Fort Smith, AR seeks a Hybrid Help Desk Technician to own and improve the reliability of internal systems. You will merge Zendesk events with the ServiceNow pipeline and participate in sprint planning, estimations, and roadmap discussions while documenting critical decisions and APIs for the broader organization.

The role emphasizes practical relationship building, mentoring, and the discipline to ship changes with confidence.

Qualifications

• Ability to build effective relationships in a hybrid setting.
• Comfort mentoring without taking over the keyboard.
• Ability to defend recommendations to stakeholders.
• Ability to document decisions and APIs clearly and promptly.
• Proven follow-through with shipped outcomes.

Responsibilities

• Shave milliseconds off the technology hot path that users feel.
• Stitch Zendesk events into the ServiceNow pipeline for reports.
• Contribute to sprint planning, estimation, and tech roadmap discussions.
• Document technical decisions, architecture, and APIs for the org.
• Push changes behind flags to enable quick Fort Smith rollbacks.
• Collaborate with cross-functional partners on hybrid projects.

Skills

Relationship building

Hybrid collaboration

Mentoring

Decision communication

Documentation discipline

Job description

American Express in Fort Smith, AR seeks a Hybrid Help Desk Technician to own and improve the reliability of internal systems. You will merge Zendesk events with the ServiceNow pipeline and participate in sprint planning, estimations, and roadmap discussions while documenting critical decisions and APIs for the broader organization.

The role emphasizes practical relationship building, mentoring, and the discipline to ship changes with confidence.