Jack Henry and Associates Network Engineer (Helpdesk Technician) in Springfield, Missouri

Job Description

The Gladiator – Network Engineer (Help Desk Technician) will perform first-level diagnosis and troubleshooting while providing support to end-users and customers. You will need to have solid understanding and ability to convey technical terms and concepts to non-technical users.

Network Engineer should have strong organization and planning skills as you will be handling multiple Helpdesk tickets and department tasks at one time. The Help Desk personnel receive calls and inquiries, provide support in accordance with established processes and document incidents and remedies. They troubleshoot, diagnose and resolve problems related to operating systems, hardware and software.The environment you will be working in is Windows OS and you should be able to navigate both workstation and server operating systems. It would be preferred if the candidate joining our team possess experience with Active Directory (reset user passwords, unlock accounts, or add, remove, modify permissions).

The Network Engineer should have excellent interpersonal skills to resolve problems and be able to prioritize cases and resolve time-sensitive issues. They also escalate complex incidents to second-level support personnel. Travel is up to 5% and would only be for attending a JHA meeting, training or conference. If you are interested in this position, please apply before October 28th, 2016.


  • Must have a minimum of 12 months experience in troubleshooting technical issues (helpdesk, desktop and or network support).

  • Must have a minimum of 12 months experience in providing internal and or external customer service / support.

  • Must be able to work Tuesday – Saturday 11 AM – 8 PM CST.


  • Bachelors degree is preferred.

  • A+ and NW+ certification is preferred.

  • Technical writing skills is preferred.


  • Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.

  • Respond to email messages for customers seeking help.

  • Ask questions to determine nature of problem.

  • Walk customer through problem-solving process.

  • Run diagnostic programs to resolve problems.

  • Follow up with customers to ensure issue has been resolved.

  • Adept at installing, configuring, and troubleshooting windows updates. This includes familiarity with configuring windows updates that require additional server hardening steps, such as registry edits and group policy configuration.

  • Strong understanding of VDI patching best practices and recompose techniques.

  • Provide support and feedback to customers regarding 3rd party and FDIC audit examination results.

  • Responsible for submitting tickets on our 3rd party patching application to the vendor. These tickets range from in-depth troubleshooting and collecting log files, to general requests for information or requests for new features to be added to the application.

  • Familiar with running basic queries against sets of data, Excel and SQL preferred.

  • Strong communication skills for a variety of instances. Internally you may have to train others on solving a new issue. Externally you will be dealing with bank executives and 3rd party software managers.

Equal Employment Opportunity

Applicants for U.S. based positions with Jack Henry & Associates must be legally authorized to work in the United States. Verification of employment eligibility will be required at the time of hire. Visa sponsorship is not available for this position.

Jack Henry & Associates, Inc. is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

Females, minorities, veterans, and individuals with disabilities are encouraged to apply.