IT Help Desk Specialist — End-User Support & Solutions

John R White Company; Birmingham (AL); On-site; USD 52,000 - 70,000; Full time

Job summary

John R White Company is seeking a motivated IT Help Desk Analyst to join our IT support team in Birmingham, AL. You will provide first-line support for hardware, software, and network issues, guiding users through troubleshooting steps and maintaining accurate incident records.

The role requires strong communication, a customer-focused approach, and familiarity with Windows, macOS, and Linux, plus experience with Zendesk, Trello, and M365 Admin.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 2-4 years' experience preferred.

Responsibilities

• Provide first-level technical support to end-users in-person or via phone/email/chat, diagnosing and resolving hardware, software, and network-related issues.
• Guide users through troubleshooting steps with clear instructions.
• Maintain understanding of the organization's technology environment, including software, network infrastructure, and security protocols.
• Utilize remote desktop tools to troubleshoot and resolve problems on users' devices.
• Document and track user requests, incidents, and resolutions in the help desk system with accurate records.
• Collaborate with IT team to escalate complex issues to appropriate teams.
• Assist in setup, configuration, and deployment of desktops, laptops, mobile devices, and peripherals.
• Educate users on basic technical tasks like software installs and password resets.
• Monitor and manage IT equipment inventory and assets.
• Contribute to user-facing documentation and knowledge base articles.
• Identify trends in user issues and propose solutions to improve IT services.
• Support IT projects, upgrades, and maintenance as required.
• Use approved AI tools to speed up troubleshooting and documentation.

Skills

Technical aptitude

Communication

Customer-focused

Networking basics

Remote support

Education

Bachelor's degree in IT/CS

Tools

Zendesk

Trello

M365 Admin

Copilot

ChatGPT

Claude

Job description

John R White Company is seeking a motivated IT Help Desk Analyst to join our IT support team in Birmingham, AL. You will provide first-line support for hardware, software, and network issues, guiding users through troubleshooting steps and maintaining accurate incident records.

The role requires strong communication, a customer-focused approach, and familiarity with Windows, macOS, and Linux, plus experience with Zendesk, Trello, and M365 Admin.