It Helpdesk Associate

Whisker is the maker of Litter-Robot, Feeder-Robot, and Litterbox.com. At Whisker, we believe pet parenthood can always get better.

As leading innovators in pet tech and refined pet accessories, we work tirelessly to solve problems and deliver smarter insights for pet parents while enriching the lives of pets. Whether it’s a self-cleaning litter box that automates scooping, an automatic feeder that helps pets develop healthier eating habits, or a modern cat tree that delights both humans and felines, we strive to deliver better solutions for consumers while transforming pet care along the way. To us, having a pet is the best thing ever. At Whisker, life together just keeps getting better.

Whisker is based in Auburn Hills, Michigan and Juneau, Wisconsin with 500+ passionate team members.

What You’ll Do:

The IT Helpdesk Associate is a superhero to team members daily, ensuring that everyone has what they need from a technology standpoint to be successful in their role. The IT Helpdesk Associate sets up and configures hardware and access for new hires, troubleshoots issues with existing team members, and utilizes tools and technology to ensure systems are up-to-date and running smoothly.

Essential Duties and Responsibilities:

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities as deemed necessary.

• Performs the initial setup on PCs and Macs for newly hired team members.
• Creates new accounts, adds and revokes access to various systems as required.
• Installs and/or setup software on new and existing workstations and accessories.
• Sets up and troubleshoots VOIP phones.
• Creates and maintains documentation related to processes and procedures.
• Troubleshoots and resolves various issues on Mac and PC workstations experienced by remote and on-site team members - for example, camera or audio issues, driver issues, monitors not functioning, and internet connectivity.
• Troubleshoots and resolves issues with printers, scanners, and access to network storage.
• Creates and maintains an inventory of all corporate hardware and software licenses.
• Provides guidance and training assistance on systems to users.
• Participates in network troubleshooting and component installation at the direction of the Network Administrator.
• Will perform additional responsibilities when required

What You’ll Bring:

Requirements & Qualifications:

• BA/BS in Computer Science, related technology degree or equivalent years of experience
• 3+ years of experience setting up, troubleshooting, and building Mac and Windows workstations
• Excellent written and verbal communication skills - taking a curious, humble approach
• Excellent understanding of Wireless Network concepts and configuration
• Working knowledge of networking, including switches, firewalls, VPN, and VLANs
• Willing to learn something new daily, solve new and unseen problems, and provide excellent customer service
• Ability to solve problems and tenacity not to give up when odds are stacked against you
• Ability to remain calm under pressure, focused on the end goal, remaining positive
• A high degree of initiative, self-motivation, and ability to motivate others
• Service oriented attitude to ensure internal customers and stakeholders needs are met
• Ability to establish and maintain cooperative working relationships with Team Members and colleagues
• Comfortable with office pets (cats, dogs)

Not Required but Nice to Have!

• CompTIA Certification
• Microsoft 365 Certification
• Apple Device Support Certification

Physical Demands and Work Environment

The physical demands described here represent those that a Team Member must meet to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

While performing the duties of this job, the Team Member is regularly required to sit and talk or hear. The Team Member is frequently required to use their hands to handle or feel. The Team Member is occasionally required to stand, walk, and reach with hands and arms. The Team Member must lift and/or move up to 35 pounds and occasionally up to 75 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.

The work environment characteristics described here are representative of those that a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits & Purrks:

Join a tenacious, inventive company that empowers team members to chart their own path, lead by grounding decisions in the “why”, and has a strong sense of empathy and openness to new perspectives. Be a part of exciting growth, work with incredible people, and create tomorrow’s pet products—plus a whole lot of extras. You will also be provided with:

• Premium Medical/Dental/Vision insurance
• Life Insurance
• PTO
• 14 Paid Holidays
• Paid Parental Leave
• 401K with 4% Match
• Flexible Work Arrangements
• Top of the line equipment

Statement of Inclusivity:

We believe different perspectives make Whisker better and strive to create a place where everyone has equal opportunities to thrive.

Please ensure to regularly check your email spam folder for any communication from Whisker to avoid missing important updates regarding your application status.

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