IT Help Desk Technician

MAU is hiring an IT Help Desk Technician in Augusta, GA. As an IT Help Desk Technician, you will provide technical support to employees by troubleshooting system issues, managing account access, and ensuring efficient resolution of IT-related inquiries across company systems and platforms. This is a direct-hire opportunity.

Benefits Package

• Competitive Compensation Package
• Medical, Dental, and Vision Benefits
• Paid Holidays (11)
• Paid Vacation
• Great work environment
• Employee Assistance Program (EAP)
• Care Partners Program
• Health Club Reimbursement Program
• Additional supplemental benefit programs
• 401k
• Salary Continuation
• Educational Reimbursement
• FMLA available after 12 months of service

Shift Information

• Monday – Friday
• 8:00 AM – 5:00 PM

Career Path

• Call Center Supervisor
• IT Support Technician
• Process Technician

Required Education and Experience

Education

• High School Diploma or GED
• 1+ year of experience in Help Desk role
• Basic familiarity with IT ticketing systems

Required Skills

• Proficiency with Microsoft desktop applications, including Microsoft Word, Excel, and related tools
• Working knowledge of Microsoft operating systems, including Windows 11
• Experience with account management in Microsoft environments, including Active Directory, Azure Active Directory, and Microsoft 365 administration
• Familiarity with internet and desktop technologies used in a business environment
• Typing proficiency of at least 40 words per minute
• Ability to work within an IT ticketing or service management system
• Strong written and verbal communication skills
• Ability to document issues clearly and accurately
• Strong problem-solving and troubleshooting abilities
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Strong ability to use computers and quickly learn new software applications and technologies

Preferred Education and Experience

• Bachelor’s degree

General Requirements

• Strong communication and customer service skills
• Ability to remain patient and professional when resolving technical issues
• High attention to detail and organizational skills
• Ability to analyze issues and determine appropriate solutions
• Ability to work collaboratively with internal teams and escalate issues when necessary

Essential Functions

• Assist employees with account access, password recovery, and system login issues via phone, email, and other communication platforms
• Provide technical support for company software, applications, and employee portals
• Troubleshoot and resolve technical issues related to employee systems and services
• Maintain detailed documentation of support interactions, including time spent and actions taken
• Identify issues and determine appropriate solutions within established service timeframes
• Follow up with employees to ensure issues are fully resolved and service expectations are met
• Escalate unresolved technical issues to appropriate IT support teams when necessary
• Follow established procedures, policies, and service standards while assisting employees
• Maintain knowledge of company systems, tools, and employee service processes
• Perform administrative tasks related to account management, phone systems, and timekeeping platforms
• Support team initiatives and contribute to continuous process improvement efforts

Work Environment and Physical Demands
This position operates in a professional office environment and routinely uses standard office equipment such as computers, phones, and other technology tools.

Employees in this role frequently:

• Sit for extended periods of time (up to 8 hours per day)
• Perform repetitive hand and finger movements
• Use computers and communication devices for extended periods

Employees must also be able to:

• Clearly communicate verbally with others
• Understand and interpret spoken instructions
• View detailed information on computer screens and documents

Physical Requirements

• Continuous use of computers and phones during the workday
• Ability to remain seated for extended periods
• Ability to perform repetitive hand and finger movements
• Ability to focus on computer screens and detailed information

Travel

• No travel required for this position