Help Desk Associate Jobs

Help Desk Associate will help users with computer and warehouse equipment issues, and warehouse related software. Requests for help will come in multiple ways – from tickets and walk-ins, to chats and the occasional phone call. You will have to balance these requests based on need, impact, and order of notification. Assist users with computer and warehouse equipment issues, and warehouse related software. Light network support including cable replacement and port configuration while working with the off-site networking team. Requests for help will come in multiple ways – from tickets and walk-ins, to chats and the occasional phone call. Prioritizing these requests as they come in will be a required skill.

RESPONSIBILITIES

• Install computers for both users and for machinery at our warehouses.
• Provide Adobe Creative Cloud support
• Common systems you will be directly troubleshooting are both PC and Mac computers, printers, mobile devices such as iPads.
• Printers – both in the HQ and warehouse buildings and remotely
• Responsible for helping end users with their software and hardware need in a very fast paced environment.
• Support our remote operations. Some sites also have IT, and some do not.
• Assist the server and network teams based on need. This includes both hardware and the systems themselves.
• Flexibility to occasionally work outside normal business hours. It's rare, but it happens.
• Assist users with computer issues – both hardware and software
• Requests for help will come in multiple ways – Tickets and walk-ins, to chats and the occasional phone call. Prioritizing these requests as they come in will be a required skill.
• Document issues in our ticketing system and raise up any repeating problems you may see – you are the eyes and ears of the IT department, you will know of things likely before anyone else is aware.
• Requests for support will come in by Ticket, Walk-in, Chat message and even the occasional phone call. You will have balance these requests based on need and order of notification.
• Assist in projects as required
• Assist the warehouse with issues including the above but also including scanners and mobile devices.
• Create new user accounts and profiles in Active Directory and our ERP, among others.
• Provide Office365 support – Outlook, Word, Excel support

QUALIFICATIONS

• Effective communicator – Users and other IT skills will often need your explanations of things. You will need to communicate to users in regular terms what the cause and fix of their issue us, and IT will need you to report back what you saw.
• Documentation is paramount – we are all learning and documenting a fix or a discovery will both help you and others in the IT department. We use both a Service Desk and SharePoint to store information long term.
• Active Directory
• Windows
• Able to follow written and verbal instructions and perform tasks with minimal supervision, but to be comfortable with asking questions or for help when needed.
• SharePoint
• Teams
• Always be learning! We want a person who wants to learn about new technologies both for the company and for themselves. We will help.
• Printers, both local and networked
• Basic network connectivity troubleshooting
• Anti-virus (Sophos)
• Self-starter – The IT department is growing to meet the company needs and sometimes the role will find a problem others missed. If you feel like you can help, do so.
• MacOS
• Remote Desktop tools
• Cabling
• Office 365 / Azure
• Possess the ability prioritize and manager multiple issues at one time.

The base salary range for this position is $55,000-$65,000 per year which represents the current range for the base salary for this exempt position. Please note that actual salaries will vary based on factors including but not limited to location, experience, and performance. As such, on occasion and when applicable, there is the possibility that the final, agreed-upon base salary may be outside of the upper end of the range. Please also note the range listed is just one component of the company's total rewards package for exempt employees. Other rewards may include performance bonuses, long term incentives, a PTO policy, and many other progressive benefits.

Seniority Level: Associate

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