Help Desk Technician
Job Description
Company Description Complete3 Tech Solutions, LLC (C3TS) is a technology firm founded in 2016 and headquartered in Birmingham, Alabama. The company specializes in cloud-based solutions, data center services, network support, cybersecurity, and data protection. C3TS also provides data recovery and backup services to safeguard business continuity. With a focus on up-to-date technology solutions, C3TS helps small businesses grow, thrive, and remain resilient in a rapidly changing digital environment.
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Position Overview
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We're seeking a customer-focused Helpdesk Support Technician to join our growing team. This role combines remote troubleshooting with on-site client visits, supporting a diverse portfolio of healthcare and business clients. You'll be the front line of technical support, resolving issues ranging from printer troubleshooting to email access problems while delivering exceptional customer service.
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Key Responsibilities
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Daily Support Operations:
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• Respond to and resolve support tickets via phone, email, and remote desktop tools
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• Perform on-site visits to client locations throughout the Birmingham metro area
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• Troubleshoot Windows/Mac computers, printers, network connectivity, and email issues
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• Set up and deploy new workstations, laptops, and peripheral equipment
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• Document all support activities in our ticketing system (Everyhat)
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Technical Tasks:
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• Diagnose and resolve email/Microsoft 365 issues (access, spam filtering, distribution lists)
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• Install, configure, and troubleshoot printers and multifunction devices
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• Support user access problems (password resets, account provisioning, permissions)
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• Perform system updates, patches, and basic network troubleshooting
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• Assist with employee onboarding and offboarding technology tasks
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Client Service:
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• Maintain professional communication with healthcare and business clients
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• Prioritize urgent issues and manage multiple tickets simultaneously
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• Escalate complex technical problems to senior engineers when appropriate
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• Build strong client relationships through reliable, responsive support
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Required Qualifications
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Technical Skills:
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• 1-3 years of IT helpdesk or technical support experience
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• Strong Windows 10/11 troubleshooting and support
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• Experience with Microsoft 365/Exchange email administration
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• Printer setup, configuration, and troubleshooting
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• Basic networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi)
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• Remote desktop support tools (RDP, TeamViewer, ConnectWise, etc.)
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Soft Skills:
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• Excellent customer service and communication skills
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• Ability to explain technical concepts to non-technical users
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• Strong problem-solving and critical thinking
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• Time management and ability to prioritize effectively
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• Professional demeanor when representing Complete3 at client sites
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Logistics:
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• Valid driver's license and reliable transportation (on-site visits required)
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• Ability to lift and move computer equipment (up to 50 lbs)
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• Flexible schedule for occasional after-hours or weekend support
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• Background check required (healthcare client compliance)
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Qualifications
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• CompTIA A+, Network+, or equivalent certifications
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• Experience supporting healthcare or regulated industries
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• Mac OS support experience
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• Familiarity with managed service provider (MSP) environments
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• Basic scripting or automation knowledge (PowerShell, batch files)
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What We Offer
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Compensation:
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• Competitive salary based on experience ($40,000 - $65,000 annually)
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• Performance-based bonuses
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Benefits:
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• Health, Dental and Vision insurance
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• Paid time off (PTO)
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• Professional development and certification training
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• Company vehicle or mileage reimbursement for client visits
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• Latest tools and technology to do your job effectively
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Growth Opportunities:
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• Clear career path from Helpdesk → Senior Technician → Systems Engineer
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• Exposure to diverse technologies and industries
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• Mentorship from experienced IT professionals