Help Desk Support Engineer

Description

Summary: This is a part-time Entry-Level Help Desk Support Engineer. This position is a strategic partner within the IT Division of Data Facts working through various functions that include (but not limited to) resolving problems with both software and hardware. Setting up workstations for new hires, including creation of O365/Azure accounts. Troubleshooting of software packages, both for internal assets, and our external customers.

Keeping documentation and ticketing up to date. Having a positive helpful attitude with a heavy focus on customer service to both Data Facts employees and external customers.

We are looking for a candidate that is A+ certified with a desire to break into IT support with a flexible, part-time schedule. This position is based in our Cordova, TN office. This is an excellent opportunity for someone starting their IT career to gain real-world experience in a supportive environment while providing essential technical support to our users.

GENERAL DUTIES AND RESPONSIBILITIES: (The essential job duties and responsibilities of the position are included in but not limited to the information listed below.)

• Act as the first point of contact for employees experiencing IT issues via phone, email, walk-ups, or remote tools.
• Troubleshoot and resolve common hardware, software, network connectivity, and application problems.
• Support Windows/macOS operating systems, Microsoft 365/Office applications, printers, scanners, and basic peripherals.
• Provide clear, patient, step-by-step guidance to users of all technical levels.
• Create, update, and follow up on support tickets in our help desk system.
• Assist with new-hire onboarding: setting up workstations, user accounts, and equipment.
• Perform light hardware setup, configuration, and basic maintenance tasks.
• Escalate more complex issues to senior team members as needed.
• Deliver friendly, professional customer service even during busy periods.
• Strong customer service focus, with the ability to work professionally in a call-center like environment (remaining calm and professional with difficult and/or requesters)
• Professional, accountable, and resourceful "team player" mindset

KNOWLEDGE, SKILLS AND EXPERIENCE:

Required:

Helpdesk/Engineer experience

Education:

High School Diploma or GED, or equivalent

Required knowledge of:

• CompTIA A+ certification (required - must be current/active).
• Microsoft Office products (Outlook, PowerPoint, Word, and Excel)

Other

Required Skills:

• Solid foundational knowledge of computer hardware, software, and basic networking.
• Strong troubleshooting and problem-solving mindset.
• Excellent verbal and written communication skills with a genuine desire to help people.
• Ability to work independently as well as collaborate with the team.
• Dependable, detail-oriented, and excited to learn new technologies.
• Comfortable occasionally lifting up to 70 lbs (e.g., moving monitors or PCs) and working in an office environment.

This position comes with enhanced PEG/Quarterly Bonus opportunities.

WORK ENVIRONMENT: Normal office environment.

PHYSICAL REQUIREMENTS: Medium, may need to move equipment occasionally and lift items up to 70 pounds.

Data Facts provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

Requirements

Requirements:

• CompTIA A+ certification (required - must be current/active).
• High school diploma or equivalent (some college or IT-related coursework is a plus).
• Solid foundational knowledge of computer hardware, software, and basic networking.
• Strong troubleshooting and problem-solving mindset.
• Excellent verbal and written communication skills with a genuine desire to help people.
• Ability to work independently as well as collaborate with the team.
• Dependable, detail-oriented, and excited to learn new technologies.
• Comfortable occasionally lifting up to 50 lbs (e.g., moving monitors or PCs) and working in an office environment.