Help Desk Support I

Purpose:

The Help Desk Support I is responsible for answering, replying to, resolving and escalating, if necessary, Help Desk inquiries. The Help Desk Support I, is the first level of support, and response for providing support to internal and external Dorfman Milano resources.

Job Duties:

• Ability to identify and organize Help Desk tickets according to priority and quickly escalate tickets to Infrastructure Support and Programming as necessary.
• Perform PC and printer hardware repairs and upgrades.
• Perform operating system installation, upgrades, and software installation on PCs and laptops.
• Perform spyware and virus troubleshooting and removal.
• Install and connect printers to the network and ensure appropriate users have the ability to print to the correct printers.
• Set up user phone and voicemail accounts.
• Setup and maintain users in Active Directory, Exchange, Azure and Office 365 providing the appropriate rights to network folder and applications as required for the user type.
• Maintain Support processes and procedural documentation for Tier 1 requests.
• Develop and maintain KB documents for user Self Help.
• Configuration, installation and set-up of label printers, line scales, wireless hand-held devices, etc. to support warehouse operations.
• Support Infrastructure including set-up, testing, cabling and IP configuration of network switches, access points, wireless and connecting devices.
• Troubleshoot complex issues, via remote access tools, relating to installation, configuration, functional support, and technical support of software and company systems.
• Provide customers with outstanding customer care and service at all times.
• Communication of problems with supervisors as they become known.

Qualifications:

• Accredited High School Diploma (or USA equivalency); and 2 years' experience in IT support services
• Bilingual in Spanish preferred
• Strong aptitude in operating systems including Windows, Mac and iOS. (Linux a plus)
• Knowledge of TCP/IP and basic networking protocols
• Demonstrated experience supporting and troubleshooting Microsoft products.
• Hands-on experience provisioning PC, peripheral and VoIP devices in an enterprise network.
• Demonstrated experience supporting and troubleshooting PC, peripherals, printer and network connectivity.
• Demonstrated experience using remote access tools.
• Detail oriented with strong organizational, written and verbal skills.
• Ability to work under pressure to meet strict deadlines and goals.
• Ability to work independently or with minimal supervision.
• Ability to thrive in a fast-paced, fluid, team-oriented environment.

Flexibility to work weekends along with availability for emergencies and on-call duties should business needs dictate.

Job Type: Full-time

Pay: $20.00 - $26.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Experience level:

• 2 years

Schedule:

• Monday to Friday

Ability to Relocate:

• Garland, TX: Relocate before starting work (Required)

Work Location: In person