Help Desk Technician

JOB SUMMARY Reporting to the Director of Information Technology, the Help Desk Technician plays a vital role in keeping Smithville's team members equipped and empowered to do their best work. You will be the go-to resource for technology support, ensuring that every colleague has the hardware, software, and knowledge they need to perform their job effectively and securely. In this on-site position, you will spend approximately 50% of your time on user support and education, 20% on workstation image creation, updates, and maintenance, 15% on computer upgrades, deployments, licensing, and end-user setup, 10% on research, and 5% on other duties as assigned. You will take ownership of the full lifecycle of end-user computing devices, from initial configuration and deployment through ongoing maintenance and eventual decommissioning. You will also help shape internal practices and policy recommendations that keep Smithville's systems current and protected from external threats. Beyond day-to-day support, this role involves planning and prioritizing incoming requests from multiple channels, making informed decisions about software updates, equipment purchases, and upgrades, and collaborating with vendors on specialized projects. Travel to other company facilities up to a few times per week is required to provide on-site support and complete workstation setups and equipment moves. WHAT YOU'LL DO Provide direct user support, troubleshooting hardware and software issues and guiding team members to effective solutions (25%) Deliver user education by demonstrating how to effectively use provided tools and technologies (25%) Manage workstation image creation, updates, and ongoing maintenance (20%) Oversee computer upgrades and deployments, license management, and end-user desk setup and moves (15%) Conduct research on security issues, solutions for common problems, and new hardware and software releases (10%) Support additional initiatives and projects as assigned (5%) WHAT YOU BRING High school diploma or equivalent is required; an associate’s degree in a technical field is preferred 2+ years of experience with hardware installation and troubleshooting, file encryption, software installation and licensing, software troubleshooting techniques, and basic network fundamentals is preferred Solid working knowledge of Windows operating systems, including configuration and troubleshooting Familiarity with basic network infrastructure and Active Directory (AD) Understanding of the Open Systems Interconnection (OSI) model Customer service experience with a genuine commitment to helping others Strong time management skills and the ability to prioritize competing demands effectively Ability to learn quickly, adapt to new environments, and apply knowledge to unfamiliar problems Proficiency with Microsoft Office Suite Excellent written and verbal communication skills Strong attention to detail and a methodical, analytical approach to problem-solving Good project management skills with the ability to work to deadlines Valid driver's license and a safe driving record WORK ENVIRONMENT This role is primarily performed indoors in a climate-controlled office environment, with occasional work in non-temperature-controlled spaces, outdoors in all weather conditions, or in an enclosed vehicle or temporary shelter. There may be infrequent exposure to air contamination or challenging workspace conditions such as limited lighting or confined areas. The standard schedule is 40 hours per week, with occasional overtime, evenings, or weekends required to meet critical deadlines or respond to urgent issues. This position requires continuous manual dexterity, sitting, talking, hearing, and use of close, distance, color, and depth vision. You will frequently walk, pull, and lift up to 15 pounds. Occasionally, the role requires standing, bending, squatting, kneeling, twisting, reaching at or below and above shoulder level, and lifting between 16 and 45 pounds. Climbing and lifting over 45 pounds occurs rarely. WHAT WE OFFER FREE degree and certificate programs for eligible employees FREE dental, term life insurance, and long-term disability insurance Low-cost medical, prescription, and vision plans 401(k) with a company match Health Savings Account with annual company contributions Employee discounts on Smithville services Generous PTO and paid holidays Ongoing training and development WHO WE ARE For over 100 years, Smithville has been and is a locally grown, family-owned, cutting-edge, live-where-we-work, stand-by-our-products, part-of-the-neighborhood, wildly-Hoosier technology company in the heart of Southern Indiana. We provide the best internet, voice, and security services without sending you across the globe for support. We love our services and Indiana. WHY JOIN US? At Smithville, you will be joining a team that genuinely cares about the people it serves, both customers and colleagues. As a Help Desk Technician, you will have the opportunity to make a real impact every day by solving meaningful problems for real people. You will grow your technical skills, contribute to important projects, and work alongside a team that values collaboration, innovation, and community. If you are looking for a role where your work matters, your growth is supported, and your community is your workplace, we would love to hear from you. Smithville is an equal opportunity employer.