Helpdesk Support Specialist

Company: La Jolla Group

Position Title: Helpdesk Support Specialist

Department: IT

Position Reporting to: IT Infrastructure & Ops Mgr

Hourly Position

Budget: $28.84 -$33.65

On-Site, 6a-3p

Company Introduction

The La Jolla Group is a worldwide leader in the action sports apparel business segment with a fast paced, high-energy environment that is continually on the move. With prominent brands such as O’Neill, PSD Underwear, Mountain Khakis, Sol Angeles, and Hang Ten, La Jolla Group has proved to be a builder of great brands, a creator of innovative products, and a master of operational excellence.

We offer awesome discounts on our clothing brands, early release Fridays (2:00pm), occasional employer provided lunches, year-round fun events as well as a full benefits package!  We believe our employees are our strongest asset and invest in their growth by focusing on developing their strengths.

General Summary

The Opportunity:

•To be a welcomed member of a larger team.

•To bring partnership and "can do" attitude to move organization from good to “Great”!

•To feel accomplishment, overcome difficult, messy, but solvable problems.

The ideal Candidate:

•Likes to impact the business scoreboard.  "Business first, technology second".  

•Optimistic: "we can probably do that".  Sarcasm and pessimism not allowed!

•Proactive advisor: "it might work even better if..."

As an IT Helpdesk Specialist, you will be responsible for providing technical assistance and support to end-users in resolving computer hardware, software, and network-related issues. You will respond to inquiries, diagnose problems, and troubleshoot software and hardware issues, ensuring prompt and effective resolution to minimize downtime and maintain productivity.

Essential Job Functions

•Provide first-line technical support and troubleshooting for IT systems, software applications, and hardware devices.

•Respond to incoming support requests via phone, email, or in-person, and log incidents into the ticketing system.

•Active ownership of issues and outages to ensure involved people are kept up to date

•Document troubleshooting and resolution steps

•Create new users and deploy their workstations. Complete all steps to properly configure and document the user profile, software, A/D profile, Office 365, and systems they need access to

•Install, configure and maintain desktops, laptops, printers and other workstation related hardware

•Raise individual and team performance by meeting SLA goals, participating in IT related projects and assisting others on IT team as needed.

•Offer guidance and training to users on basic software and hardware functionalities.

•Collaborate with IT teams to escalate complex issues and coordinate problem resolution

•Work closely with vendors for hardware and software procurement, maintenance, and warranty services.

•Ability to work within an On-call rotation including weekends and nights if needed.

Required Knowledge, Skills, and Abilities

•Proven experience as an IT Helpdesk Specialist or similar role.

•Aptitude for providing excellent customer service

•Excellent communication, problem solving skills and telephone etiquette

•Ability to use Help Desk standards and follow guidelines, as well as help others interpret policy

•Strong troubleshooting skills on unfamiliar technologies

•Ability to work in awkward positions for short periods of time

•Experience supporting these technologies preferred for our office environment:

o Windows 10, 11 and Mac operating systems

o Microsoft Office 365 administration

o Microsoft Office suite of applications, including Teams, SharePoint and OneDrive

o Powershell or other scripting language

o Adobe Creative Cloud suite

o Full Circle

o VMWare and Microsoft RDS

o LogMeIn, Jamf, RMM, Samanage, or other web-based IT tools

•Communication Skills

o Must have demonstrated abilities in active listening.  

o Effective written and verbal skills.

•Attitude

o Must convey a business-first, proactive, and “we can do that” approach to end-users and management

Required Education and Experience

•At least 3 years technical experience supporting Windows and Mac environments

•Familiarity with a wide range of hardware and software

•Experience with cloud-based technologies and mobile device management.

•Familiarity with ITIL (Information Technology Infrastructure Library) principles and best practices.

Please note, this position must be able to work on-site Monday-Friday from 6a-3p.

#LI-Onsite #LI-CR1

Physical Requirements

Seeing: Must be able to see well enough to read reports.

Hearing: Must be able to hear well enough to communicate with customers, vendors and employees.

Standing/Walking: Must be able to move about company building.

Climbing/Stooping/Kneeling: Must be able to stoop or kneel to pick up products.

Lifting/Pulling/Pushing: Must be able to lift up to 40 pounds.

Fingering/Grasping/Feeling: Must be able to type and use technical sources.

La Jolla Group provides equal employment opportunities to all qualified individuals without regard to race, color, religion, sex, gender identity, sexual orientation, pregnancy, age, national origin, physical or mental disability, military or veteran status, genetic information, or any other protected classification. Equal employment opportunity includes, but is not limited to, hiring, training, promotion, demotion, transfer, leaves of absence, and termination. La Jolla Group takes allegations of discrimination, harassment, and retaliation seriously and will promptly investigate when such behavior is reported.

Note: The statements herein are intended to describe the general nature and level of work being performed, but are not to be seen as a complete list of responsibilities, duties, and skills required of personnel so classified. Also, they do not establish a contract for employment and are subject to change at the discretion of the employer.