POSITION SUMMARY:

Athens Administrators has an immediate need for a full-time Help Desk Technician I to join our IT department and support our employees and offices. This position will be based in our office in Orange located on The City Drive four days a week with the opportunity to work one day a week from home as long as technical requirements are met. Athens’ offices are open for business Monday-Friday from 7:30 a.m. to 5:30 p.m. local time.
The Help Desk Technician I is the first line of support for employees at Athens Administrators, handling technical incidents and service requests related to software, hardware, networking, and collaboration tools. This role involves direct end-user support, ticket resolution, and technical escalation, operating in a fast-paced environment that demands clear communication and excellent troubleshooting skills. The technician will serve as a critical liaison between end-users and other IT teams while maintaining strong documentation and adherence to IT service management (ITSM) best practices.

ESSENTIAL POSITION REQUIREMENTS

The requirements listed below are representative of the knowledge, skill, and/or ability required. While it does not encompass all job requirements, it is meant to give you a solid understanding of expectations.

• High School Diploma or equivalent (GED) required for all positions
• Associate or bachelor’s degree in a related field preferred but not required
• Relevant certifications such as CompTIA Tech+, CompTIA a+ are highly desirable, willingness to pursue further certifications encouraged.
• 0-3 years of hands-on technical support experience in a helpdesk or desktop support setting.
• Strong familiarity with Microsoft 365, Zoom, and Windows 10/11 systems.
• Basic understanding of AD, MFA, cloud access controls, and endpoint security software.
• Excellent communication skills, patience, and user-centered problem-solving ability.
• Working knowledge of relevant software (including Microsoft Windows 10 and 11, Office 365 and hardware (including PCs., laptops, monitors, printers, etc.)
• Zoom room setup and troubleshooting experience.
• Demonstrated excellence in customer service and interpersonal communication
• Patience and the ability to communicate technical information concisely to non-technical users.
• Effectively work individually, and in a team environment, with clients and employees
• Ability to assess problems and situations independently quickly and critically, but also to know when to seek additional expertise.
• Ability to meet employer’s attendance, time zone requirement, and hybrid remote work policy.
• Ability to type quickly, accurately and for prolonged periods, sit for prolonged periods, and lift up to 40 lbs with the help of a dolly or colleague.
• Valid driver’s license and ability to local travel required, occasionally to one of our other offices.
• Excellent organizational skills and ability to multi-task.
• Proficient in Microsoft Office Suite
• Ability to learn additional computer programs
• Reasoning ability, including problem-solving and analytical skills, i.e., proven ability to research and analyze facts, identify issues, and make appropriate recommendations and solutions for resolution.
• Ability to be trustworthy, dependable, and team-oriented for fellow employees and the organization.
• Seeks to include innovative strategies and methods to provide a high level of commitment to service and results.
• Ability to demonstrate care and concern for fellow team members and clients in a professional and friendly manner.
• Acts with integrity in difficult or challenging situations and is a trustworthy, dependable contributor.
• Athens’ operations involve handling confidential, proprietary, and highly sensitive information, such as health records, client financials, and other personal data. Therefore, maintaining honesty and integrity is essential for all roles within the company.

Our new hire should have the skills, ability, and judgment to perform the following essential job duties and responsibilities with or without reasonable accommodation. Additional duties may be assigned:

Technical Support

• Work in our Orange office supporting all local users as well as all remote users online.
• Respond promptly to support tickets involving email (M365 Outlook), file access, and communication tools.
• Troubleshoot Zoom meetings, chat, voice connections, and ensure seamless usage across platforms.
• Support end-user setup of Duo MFA, reset OKTA passwords, and validate user roles within Entra ID.
• Ensure workstation security with CrowdStrike deployment and respond to basic endpoint alerts.

Access Management

• Perform Active Directory user onboarding and offboarding per approved SOPs.
• Log and verify MFA setup and profile issues with Duo and other ID providers.
• Configure and troubleshoot basic network and Wi-Fi connectivity for both remote employees and offices.

Incident Logging and Escalation

• Create, update, and close tickets in Jira with detailed incident resolution steps.
• Recognize when to escalate issues to System Admin or Management teams based on severity and impact.
• Track recurring incidents and communicate patterns to supervisors for further action.
• Ensure all helpdesk tickets are responded to by the end of the 2nd business day.
• Maintain communication with employees / clients during the life of a support request.

Security Documentation & Compliance

• Maintain accurate troubleshooting documentation and support guides.
• Assist in collecting logs and screenshots for SOC 2 compliance activities.
• Help with patch deployment validation across systems under guidance.
• Terminate employee access and accounts per the current policy in partnership with HR
• Ensure a security first posture.

Onboarding

• Prepare laptops for new hires, ensure every laptop is domain joined, has InTune and the Crowdstrike sensor installed, that BitLocker is configured and the recovery key recorded.
• Configure email, Zoom Phone and Chat, eFax in accordance with the onboarding document.
• Deliver laptops to new hires per the current SOP, ensuring devices arrive in advance of first day
• Conduct Onboarding meetings in all US time zones