Helpdesk Technician I

Taxwell helps everyday Americans get every tax advantage they deserve by finding credits and deductions they never even knew existed. Our tax preparation software offers easy guidance and ensures your maximum tax refund. We strive to build a team of like-minded experts in both tax and technology who align with our brand purpose, are advocates for our customers and have a fresh, non-traditional approach to the tax industry.

Taxwell is a leading digital tax filing platform formed in 2022 from the combination of Drake Software® and TaxAct®. These two longstanding organizations offer customers professional and do-it-yourself digital and downloadable products that are easy-to-use, best-in-class technology, and provide unparalleled customer support. Taxwell brands are a trusted solution for all users including those with complex tax returns. We strive to attract and retain candidates who exemplify our values: performance, perseverance, progress and partnership. Taxwell is an organization of forward thinkers looking to add industry experts to our growing team. 

The Helpdesk Technician I is responsible for providing frontline technical support to internal end users via phone and internal helpdesk portal, collaborating with other helpdesk technicians and systems administrators to diagnose and resolve a variety of technical issues.  

ESSENTIAL DUTIES & RESPONSIBILITIES:

The primary responsibilities of this position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties, assignments and specific projects may be assigned at management discretion. 

• Uphold established security policies and protocols to protect the organization’s assets and resources. 

• Provide exceptional frontline support to end users via phone and internal helpdesk portal with a positive, professional attitude. 

• Gather information from end users to accurately diagnose and resolve common technical issues. 

• Escalate complex or unresolved issues as appropriate in a timely manner. 

• Work closely with other helpdesk technicians and systems administrators to research and diagnose technical issues; collaborate on various projects as assigned. 

• Analyze reported issues to determine potential issue severity and scope; report to IT Helpdesk Manager and IT Systems Director as needed. 

• Accurately document relevant details surrounding end user requests and issue resolution within support tickets submitted via internal helpdesk portal. 

• Perform other related duties as assigned or requested. 

Work Schedule:

***Please note that this position requires after hours “on call” availability, including rotating evening/night and weekend shifts. Scheduling is subject to change based on business need. 

SKILL AND EDUCATIONAL REQUIREMENTS: 

• 3+ years’ professional experience in IT, technical support or a related field or associate degree or higher in Information Technology/Information Systems or related field of study. 

• Strong technical knowledge and understanding of computer systems, hardware and software. 

• Critical thinking and troubleshooting skills to diagnose and resolve basic technical issues. 

• Ability to work both independently and in a team environment. 

• Time management skills to successfully manage individual workload without consistent oversight. 

• Strong interpersonal skills to effectively collaborate with end users and collaborate with peers. 

• Strong verbal and written communication skills to support positive and productive interactions with end users and peers. 

At Taxwell, we believe our work benefits from the diverse perspectives of our employees. As such, Taxwell welcomes and celebrates diversity and inclusion and is committed to equal opportunity employment. At Taxwell, you can expect a supportive, open, and inclusive atmosphere and a team that values your contributions.

Taxwell is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status, and any other status protected under applicable law. Taxwell considers information gathered in the hiring process, including information on this application, confidential, and only shares it on a need-to-know basis or as required by law.

If you need assistance or accommodation due to a disability, you may contact us at HR@Taxwell.com  or by calling 828-349-5887 to speak with a member of the HR Talent Acquisition team.