Senior Help Desk at Jackson Hewitt in Sarasota, Florida

Job Description:

Start a career and Get More in Return®. Jackson Hewitt offices are working hard for the hardest working, and we are on a mission to completely change the way our customers engage with their taxes. At Jackson Hewitt, you'll find work that works for you and adds up. We've got flexibility, career development opportunities, and a chance to work in your neighborhood. We've got your back, since we are one of the nation's largest retailers (nearly 6,000 locations). We have a passion for our employees and our customers. We recognize and appreciate our corporate and local office team members are our greatest assets.

Operations Engineer 1

SRQ Network Services

The IT Operations Engineer 1 provides advanced technical assistance and support to Jackson Hewitt employees. The Operations Engineer will answer questions and resolve computer and phone issues for users in person, via phone or email/ instant message, and may be asked to create technical documentation. The candidate must have d emonstrated knowledge of Computer Hardware, peripherals, and mobile devices. This candidate must be able to plan his work independently and may need to help others plan their work. Technical assistance will include, but not limited to, hardware and software installation and support, network support, email, mobile, remote support and other day-to-day activities. This role requires excellent verbal, written, and interpersonal skills, as well as good analytical skills, sound judgment, and the ability to work effectively within a team environment.

Our lean organizational structure allows unparalleled opportunities to work on critical issues and create an impact with day-to-day technical operations. It will also enable the Operations Engineer to tackle and solve varied challenges, build a diverse skill set, and gain exposure to a variety of technology related functions.

What you'll do here:

• Identify and resolve technical issues via desk-side, phone, email, teams, or other means.
• Track and document cases in ServiceNow ticketing system.
• Work with and troubleshoot conference room equipment, and other technologies.
• Effectively Identify, troubleshoot, and resolve cases according to established procedures.
• Work on escalated issues from Associate Engineers.
• Escalate unresolved issues in a timely fashion and own cases to resolution.
• Administer provisioning and de-provisioning of users according to business procedures and SLAs.
• Provide desktop, mobile device, network, VPN and application support.
• Scheduled system maintenance and upgrades.
• Other duties assigned.

• Associates degree in business or technical field, or equivalent education and experience.
• 3+ years of experience providing technical support in a corporate environment.
• Ability to work outside of typical business hours (evenings and weekends) for scheduled system maintenance and upgrades.
• Possess configuration management and troubleshooting experience in the following areas:


• Windows 10/11 (must prove knowledge)
• Windows Server OS (must prove knowledge)
• VMware experience (Preferred)
• Microsoft 365 Suite Experience
• Microsoft Teams Experience
• Active Directory Experience (must prove knowledge)
• Exchange Mailbox management (must prove knowledge)
• SCCM knowledge (preferred)
• Understanding of mobile devices OS: IOS and Android
• Macbook Experience (preferred)
• VPN, Wireless, Cellular, LAN & WAN endpoint connectivity client support
• Citrix XenApp & XenDesktop client support (preferred)
• Dell Latitude Laptops & Optiplex desktop hardware
• Printers and copiers
• VOIP support and configuration (preferred)
• Experience writing technical documentation (preferred)
• Must have a base understanding of PowerShell
• A+ and MSCA certifications preferred
• Retail experience a plus

What you'll get if you join us:

• Competitive Salary + Bonus


• Unlimited Paid Time Off + 12 Paid Holidays


• Fidelity 401k + Match


• Medical, Dental, Vision, EAP, Supplemental, Life, STD, LTD, HSA, FSA, Commuter


• Wellness activities throughout the year


• Parental Leave, Elder Care Leave, Volunteer Time Off


• Education Assistance (Reimbursement) Program


• Employee Referral Program


• Pet Insurance


• Company Celebrations, Appreciation Events, and Team Building


• Business Casual Dress with Jeans daily


• Fast-paced, innovative culture with an open and collaborative environment


• Ample opportunity to develop core and new skillsets and have a stake in your own success


• Freedom to create your best work and make a visible impact on the organization


• Opportunities for advancement within the organization

We appreciate your interest in Jackson Hewitt Tax Service. Jackson Hewitt Tax Service is an equal employment opportunity employer. The Company's policy is not to discriminate against any applicant or employee based on race, color, sex, religion, national origin, age (40 and over), disability, gender identity, sexual orientation or any other basis protected by applicable federal, state, or local laws. Jackson Hewitt Tax Service also prohibits harassment of applicants or employees based on any of these protected categories. It is also Jackson Hewitt Tax Service's policy to comply with all applicable state and federal laws respecting consideration of unemployment status in making hiring decisions.
Other details

• Job Family Technology
• Pay Type Salary
• Job Start Date Tuesday, January 3, 2023