Help Desk Technician Ii

Description & Requirements

At Jack Henry, we deliver technology solutions that are digitally transforming and empowering community banks and credit unions to provide enhanced and streamlined user experiences to their customers and members. Our best-in-class products are just the start as we lay the groundwork for the future of digital banking and payments. We hope you'll join us. We can't do it without you.
Jack Henry is seeking a Help Desk Technician to provide Tier 1 technical support via phone, email, Teams Instant Message chat and ITSM system. Technicians will offer support and technical assistance to Jack Henry Associates who are using software, hardware and other computer systems and need help completing tasks or troubleshooting problems through diagnostic tests and remote access to their computers. Technicians will escalate issues that extend beyond Tier 1 responsibilities.
An excellent Help Desk Technician will perform troubleshooting using different diagnostic techniques, must have good technical knowledge and be able to effectively communicate trouble shooting steps and solutions to non-technical users. They must also be customer-oriented and patient to deal with difficult customers.
This position can be based to work out of any Jack Henry office or remote from any US location. The working hours are 8-hour shifts Monday- Friday flexibly 6am- 7pm CST. This is position is paid hourly with an annual pay range from $32-47k depending on candidate experience and geographic location.
What you'll be responsible for:

• Provides support to employees or customers regarding technical inquiries. Diagnoses to isolate the nature of the problem and resolves support issues.
• Identifies, troubleshoots and resolves software, hardware and network failures.
• Performs the installation, configuration, upgrades, repair and preventative maintenance of software, hardware and/or systems.
• Thoroughly documents cases to ensure continuity of information and adherence to customer service standards.
• Maintains awareness of current tools, methodologies and technologies associated to IT support.
• May perform other job duties as assigned.

What you'll need to have:

• Must have a minimum of 18 months of experience in a technical support environment.
• 6 months of customer service experience.
• Must have working experience with Windows OS, mobile devices, and managing applications on these endpoints.
• Hands on troubleshooting experience with Microsoft Office 365.
• Must be available to assist with on-call duties.
• Ability to travel up to 5% for team meetings and training events.

What would be nice for you to have:

• Bachelor's degree in IT, Computer Science or other related fields.
• Excellent communication skills.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We're eager to meet motivated people who align with Jack Henry's mission and can contribute to our company in a variety of ways.
Why Jack Henry?
At Jack Henry, we pride ourselves through our motto of, "Do the right thing, do whatever it takes, and have fun." We recognize the value of our associates and believe much of our company's strength and success depends on their well-being.
We demonstrate our commitment by offering outstanding to ensure the physical, mental & financial wellbeing of our people is always met.
Culture of Commitment
Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Rising to meet challenges and seeking opportunities is part of who we are as an organization. Our culture has helped us stay strong through challenging times and we credit our dedicated associates for our success. Visit our site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.
Equal Employment Opportunity
At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business-and our society-stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.
No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of incidents of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.
Requests for full corporate job description may be requested through the interview process at any time.
MAYINDR2

Equal Employment Opportunity

Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

EOE-M/F/Vet/Disability

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