MAU is hiring an IT Help Desk Technician in Augusta, GA. As an IT Help Desk Technician, you will provide frontline technical support to employees, troubleshooting software, systems, and account issues while delivering excellent customer service.
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 to Friday | 8:00 a.m. to 5:00 p.m.
Career Path
Call Center Supervisor, IT Support Technician, Process Technician
Required Education and Experience
High School Diploma or GED
Proficiency with Microsoft desktop applications, including 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
At least 2 years of experience in the IT field (Help Desk, etc.)
General Requirements
Communication Proficiency
Customer/Client Focus
Patience
Ethical Conduct
Personal Effectiveness/Credibility
Essential Functions
Assists employees with account access and recovery via phone, email, and other communication technologies
Provides support to employees with system usage through phone, email, and other communication technologies
Maintains detailed records of customer interactions, including time spent and actions taken
Greets employees in a professional manner and determines the issue or reason for contact
Resolves problems and provides appropriate solutions within established time limits
Follows up with employees to ensure satisfactory resolution of issues
Escalates unresolved issues to appropriate internal teams or support levels when necessary
Follows established procedures, policies, and service standards when assisting employees
Maintains knowledge of company systems, software, and employee service processes
Assists with administrative tasks related to employee systems and services
Contributes to team efforts by accomplishing related tasks and responsibilities as needed
Work Environment and Physical Demands
Operates in a professional office environment
Routinely uses standard office equipment such as computers and phones continuously for at least 9 hours per day with an hour mid-day break
Frequently sits for at least 8 hours per day
Frequently repeats the same movements
Frequently uses hands to handle, control, or feel objects, tools, or controls
Physical Requirements
Ability to see details of objects less than a few feet away
Ability to speak clearly so listeners can understand
Ability to understand the speech of another person
Ability to use fingers to grasp, move, or assemble very small objects
Ability to see details of objects more than a few feet away
Ability to see differences between colors, shades, and brightness
Ability to hear sounds and recognize differences between them
Ability to focus on one source of sound and ignore others
Ability to make quick, precise adjustments to machine controls
Ability to hold the arm and hand in one position or hold the hand steady while moving the arm
Ability to use one or two hands to grasp, move, or assemble objects
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