IT Helpdesk Technician

Jmh Companies; New Orleans (LA); On-site; USD 42,000 - 52,000; Full time

Job summary

JMH Companies is seeking a competent Help Desk Technician to provide fast and effective technical assistance on computer systems. You will answer queries on basic issues and guide users to solutions.

The ideal candidate is reliable, customer‑oriented and self-motivated, with strong technical knowledge and the ability to communicate clearly to understand problems and explain solutions. Remote troubleshooting and accurate ticket updates are expected daily.

Qualifications

• Technical troubleshooting and diagnostic skills.
• Strong communication to understand and explain issues.
• Customer-focused and calm under pressure.
• Experience with remote support tools and ticketing systems.

Responsibilities

• Serve as point of contact for customers seeking technical assistance.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Determine the best solution based on the issue and details provided by customers.
• Walk the customer through the problem-solving process.
• Record events and problems and their resolution in the ticketing system.
• Follow-up and update customer status and information.
• Identify and suggest possible improvements on procedures.

Skills

Technical troubleshooting

Communication skills

Customer service

Remote support

Education

BS/BA in IT, Computer Science, or relevant field

Tools

Remote control software

Ticketing system

Databases

Job description

JMH Companies, an integrated services provider, is looking for a competent Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them.An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. The ideal candidate is reliable, customer-oriented, resourceful, and self-motivated.Core FunctionsRepeatedly complete documented multi-step processes with precision and accuracyServe as point of contact for customers seeking technical assistancePerform remote troubleshooting through diagnostic techniques and pertinent questionsDetermine the best solution based on the issue and details provided by customersWalk the customer through the problem-solving processDirect unresolved issues to the next level of support personnelProvide accurate information on IT products or servicesRecord events and problems and their resolution in the ticketing systemFollow-up and update customer status and informationPass on any feedback or suggestions by customers to the appropriate internal team memberIdentify and suggest possible improvements on proceduresRequirementsTech savvy with working knowledge of office automation products, databases and remote controlGood understanding of computer systems, mobile devices, and other tech productsAbility to diagnose and resolve basic technical issuesExcellent communication skillsCustomer-oriented and cool-temperedBS/BA in IT, Computer Science, or relevant field