Open to opportunities

Jack Hiles

@jackhiles

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I am a helpdesk technician skilled in troubleshooting, automation, and customer-focused IT support.

United States

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What I'm looking for

I seek a helpdesk or IT support role where I can apply troubleshooting, automation, and customer-service skills, improve documentation/processes, and grow technical expertise while supporting end-users.

I lead helpdesk operations and deliver Tier 1 & 2 technical support for 100+ staff, managing hardware, software, and networking issues while improving onboarding and documentation. I was promoted from intern to Lead Helpdesk Technician based on performance and initiative.

I develop scripts and automation tools that reduced ticket resolution time by 30% and support users during large events and conferences. My hands-on experience spans Windows, Linux, Windows Server, Active Directory, networking, PC building, and troubleshooting.

I am working toward an Associate degree in Computer Science (Computer Programming) and hold CompTIA ITF+ (2023) and CompTIA A+ (2024). I seek helpdesk or similar IT support roles where I can apply automation, strong customer service, and continuous learning to improve team processes and end-user experiences.

Experience

Work history, roles, and key accomplishments

Current

Lead Helpdesk Technician

Current

Child Evangelism Fellowship IHQ

Aug 2022 - Present (3 years 1 month)

Promoted from intern to Lead Helpdesk Technician and led the helpdesk team while improving documentation and onboarding. Developed scripts and automation that reduced ticket resolution time by 30% and provided Tier 1/2 support for 100+ staff across hardware, software, and networking.