Helpdesk / Desktop Support Technician

Job Description

Job Description

Helpdesk / Desktop Support Technician

Location: Fairfield, OH
Department: Information Technology
Reports To: IT Director

Position Summary

We are seeking a dedicated and customer-focused Helpdesk / Desktop Support Technician to join our IT team. In this role, you will be the first line of support for our employees, ensuring their technology functions smoothly and efficiently. You will primarily operate within a Windows-based enterprise environment, heavily utilizing Active Directory for identity and access management.

The ideal candidate will not only possess strong core desktop support skills but will also have a foundational understanding of or exposure and the desire to learn enterprise networking (Cisco/Arista) and virtualization (VMware). This role offers an excellent opportunity to expand your skill set beyond traditional desktop support and gain exposure to enterprise infrastructure.

Key Responsibilities

• End-User Support: Serve as the primary point of contact for IT support requests, providing Tier 1 and Tier 2 assistance for hardware, software, and peripheral issues via ticketing system, phone, or in-person.
• Windows & Environment Management: Deploy, configure, and troubleshoot Windows 10/11 operating systems and other enterprise software.
• Active Directory Administration: Manage user accounts, password resets, group memberships, and file share permissions within Active Directory
• Hardware Setup & Troubleshooting: Provision, deploy, and repair desktops, laptops, mobile devices, printers, and standard office equipment.
• Basic Infrastructure Support: Assist senior team members with minor administrative tasks and troubleshooting within our virtualized computing (VMware) and network (Cisco/Arista) environments.
• Documentation: Maintain accurate records of hardware inventory and document troubleshooting steps, resolutions, and "How-To" guides in the IT knowledge base.

Required Skills & Qualifications

• Experience: 1–3 years of hands-on experience in an IT Helpdesk or Desktop Support or similar experience
• Software Needs: Strong technical proficiency supporting Windows 10/11.
• Active Directory: Proven experience navigating Active Directory (creating users, resetting passwords, understanding organizational units).
• Core Networking: Basic understanding of core networking concepts (TCP/IP, DNS, DHCP, VPNs, and Wi-Fi troubleshooting).
• Customer Service: Excellent verbal and written communication skills along with patience working with non technical users.
  

Preferred Qualifications (Standout Skills)

• Virtualization: Familiarity with VMware, Proxmox or Hyper-V environments.
• Enterprise Networking: Exposure to or hands-on experience with Cisco or Arista networking equipment (switches, routers, or basic CLI commands).
• Certifications: CompTIA A+, Network+, Security+, Cisco CCNA, or Microsoft equivalent certifications.

Why Work at Jungle Jim’s?

• Employee discounts: 10% after 60 days, 20% after 2 years
• Immediately start earning paid vacation to use beginning at 6 months
• Health, dental, vision, and life insurance after 60 days
• 401(k) plan
• Opportunities for advancement in a unique, fast-paced retail environment