IT Helpdesk Technician

Goodwyn Mills Cawood (GMC)

. Serve as a trusted technical resource and first point of contact for users seeking technical assistance via phone or email .

Posted 10/28/2026full-timeMontgomery • Alabama • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting technical issues and providing user support for desktops, laptops, and mobile devices. Proficient in utilizing diagnostic techniques and maintaining effective communication with users to resolve problems efficiently.

Highest-signal resume keywords

Technical SupportTroubleshooting SkillsActive Directory ExperienceKaseya ProficiencyCustomer Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingActive DirectoryNetwork Drive MappingPrinter MappingSoftware ConfigurationDevice MaintenanceRemote TroubleshootingDiagnostic TechniquesProblem Resolution

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationPresentation SkillsSelf-ManagementCollaboration

Tools & Technologies

KaseyaDesktop ComputersLaptopsIPhone DevicesCustom Software Packages

Industry Keywords

IT SupportTechnical AssistanceUser SupportCustomer FeedbackMultidisciplinary Team

About the role

Key responsibilities & impact

Serve as a trusted technical resource and first point of contact for users seeking technical assistance via phone or email
Configure and maintain user desktops, laptops, and iPhone devices
Keep devices updated with new software and security patches
Provide accurate information on IT products or services
Record events, problems, and resolutions in Kaseya
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on issues and customer-provided details
Walk customers through the problem-solving process
Pass customer feedback and suggestions to the appropriate internal team
Collaborate with a multidisciplinary team and share technical knowledge

Requirements

What you’ll need

Bachelor’s degree in related field, preferred
5+ years of experience, preferred
Good understanding of computer systems, mobile devices, and other tech products
Experience with Active Directory
Experience mapping network drives and printers
Ability to diagnose and resolve basic technical issues
Good troubleshooting skills over the phone or e-mail
Ability to learn custom software packages as needed
Ability to work independently and self-managed
Strong written, verbal, and presentation skills
Travel: 10%, based upon business needs
Must be able to lift up to 25 pounds at times
Must be able to work prolonged periods sitting at a desk, working on a computer, and working in an office environment

Benefits

Comp & perks

Equal Opportunity Employer, including individuals with disabilities and veterans
Primarily office-based role with opportunities to get out into the field
Collaborative, multidisciplinary team environment
Opportunities to share knowledge, learn from others, and contribute to team success