IT Help Desk Engineer - (Windows/Mac)

JMA is restoring U.S. leadership in wireless technology at a critical time in the transition to 5G. It makes the world’s most advanced software-based 5G platform, designed, coded, and manufactured in Syracuse, NY at the only U.S.-owned 5G factory in the country.

Across its global tech centers, JMA makes 5G possible for organizations with the most critical connectivity demands in the world. JMA’s technology is ushering in a new era of connectivity for leading mobile carriers, the most iconic stadiums, major universities, leading healthcare centers, the busiest transit centers, and the U.S. Military.

5G is more than another G on your phone — it is a generational opportunity to change the way the world operates. Join the industry’s fastest growing technology company to shape that future today.

We are looking for an IT Help Desk Engineer to join our team. The primary responsibility of this role is to offer hands-on IT assistance to JMA users, ensuring the optimal functionality of both software and hardware platforms. This will enable our user base to fully leverage our systems' capabilities. Additionally, this position involves maintaining data backup systems, managing data center infrastructure, overseeing security tools, and supporting network infrastructure at all JMA locations.

Responsibilities:

• Act as the initial contact for JMA users requiring technical support, whether it's via phone, email, or face-to-face interactions.
• Conduct effective troubleshooting by employing diagnostic methods and relevant questioning.
• Assess and identify the most appropriate solutions based on issues and information provided by end-users.
• Guide users step-by-step through the process of resolving their technical problems.
• Work collaboratively with and support other members of the IT teams (network, systems, or security) to tackle more complex technical issues.
• Utilize a service/help desk system to track, prioritize, and manage support requests efficiently.
• Establish, document, and maintain system standards to ensure consistent performance.
• Successfully complete assigned projects within the designated time frame, budget, and specifications.

Required Skills & Experience:

• Bachelor's degree in Information Systems/Information Technology or equivalent experience
• Possession of Microsoft 365 certifications is highly preferred.
• Previous experience in information technology or system administration is desirable.
• Knowledge of PC hardware, familiarity with office environments.
• A thorough understanding of networking protocols, various platforms, and hardware technologies.
• Proficient in Microsoft Office suite and related technologies, with a strong capability to learn new software and systems.
• Energetic and team-oriented attitude, coupled with a willingness provide support to end users and an aptitude for continuous learning.
• Excellent attention to detail with the ability to meticulously document, adhere to, and enforce standards across all IT platforms.
• Experience with service/help desk systems for managing, troubleshooting, and resolving end-user support requests.
• Experience with LAN’s and LAN cables.
• Knowledge of Mac OS strongly desired.
• This role will be based onsite in Syracuse, NY.

#LI-TM1

The US national annual base salary range for this is $60,000 - $65,000. The range includes base salary that is expected to be paid for this role. Actual base salary will be based on a variety of factors including, but not limited to, the scope and complexity of the role, the successful candidate's relevant experience, skills, and knowledge, peer and market data and geographic location.

At JMA, our people are deeply committed to their work and we provide benefits to match. When you join JMA you have immediate access to everything you need. Whether you're looking for employee discounts, financial, legal and/or childcare resources and support, we have you covered. We believe in providing comprehensive health and wellness coverage along with monetary rewards towards health goals, in addition to numerous company-provided personal protection benefits at no additional cost to you.

At JMA, we don’t just accept differences — we embrace them. JMA is proud to be an equal opportunity workplace. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristic.