Help Desk Technician I - Shalimar, FL
About the position At Jacobs, we're challenging today to reinvent tomorrow by solving the world's most critical problems for thriving cities, resilient environments, mission-critical outcomes, operational advancement, scientific discovery and cutting-edge manufacturing, turning abstract ideas into realities that transform the world for good. As a Help Desk Technician I, based in Shalimar, FL, you will provide initial support through the analysis of customer issues and works to troubleshoot and resolve basic technical problems. The essential goal is to provide prompt, courteous, and accurate support to end-users and maintain a high level of customer satisfaction. Responsibilities • Answer incoming calls, emails, and chat requests from users experiencing technical issues. • Diagnose and resolve basic technical problems by guiding users through step-by-step solutions. • Create, update, and manage support tickets and help desk ticketing system. • Escalate complex technical issues to Tier 2 or Tier 3 support when necessary, ensuring all relevant information is included. • Maintain detailed records of user issues, troubleshooting steps, and resolutions in the knowledge base. • Provide excellent customer service by communicating clearly and maintaining a professional demeanor. • Monitor system performance and alerts to promptly address any potential issues. Requirements • Basic understanding of computer systems, mobile devices, and various software applications. • Ability to diagnose and resolve basic technical issues with effective problem solving strategies. • Strong written and verbal communication skills to explain technical concepts to non-technical users. • Commitment to providing outstanding customer service and support. • Capable of handling multiple tasks simultaneously in a fast-paced environment. • Accurate and thorough documentation skills for maintaining support records. • Ability to work effectively in a team-oriented environment. • Willingness to learn and adapt to new technologies and procedures as required. Nice-to-haves • High School Diploma or Equivalent (additional technical training or certifications preferred). • Previous experience in a customer service or technical support role. Benefits • Medical, dental, vision, and basic life insurance. • 401(k) plan. • Ability to purchase company stock at a discount. • Deferred compensation plan or the Executive Deferral Plan. • Unlimited U.S. Personalized Paid Time Off (PPTO) policy for full-time salaried/exempt employees. • Seven paid holidays and one floating holiday. • Caregiver leave. • Merit increases, performance discretionary bonus, and stock for certain roles. Apply tot his job