Address
Form of workOVERVIEW
We are seeking a motivated Help Desk Associate to help users resolve computer and warehouse equipment issues and warehouse-related software challenges. Requests for help will come in multiple ways - from tickets and walk-ins to chats and phone calls, which will require strong prioritization and multitasking skills. This role is expected to proactively engage with IT management, team members and warehouse partners to deliver projects and daily tasks with great customer-service and a quality-first mindset while having the flexibility to reprioritize and adjust to changes in requirements.
RESPONSIBILITIES
- Work with the off-site networking team on light network support including cable replacement and port configuration
- Help end-users with their software and hardware needs in a timely manner
- Prioritize and balance support requests reported through various channels
- Install computers for end-users and at warehouse stations
- Assist the server and network teams as needed, including both hardware and systems maintenance
- Troubleshoot issues with various hardware such as PCs, conventional printers, label printers, and Raspberry Pi devices
- Document issues using the ticketing system and escalate repeating or urgent problems
- Investigate, identify and communicate areas of IT needs around the warehouse that may be overlooked
- Document processes, procedures and solutions where appropriate
- Collaborate with building management to scope out projects and be an advocate for the building's IT needs
- Create new user accounts and profiles in Active Directory, the ERP, Azure/O365 and other tools
- Assist with projects as required
- Support other remote sites as needed
- Collaborate with management and other warehouse IT members to develop new support strategies and to communicate critical problems
- Maintain an inventory of computers, accessories, supplies and other assets in accordance to compliance needs and other requirements
- Maintain clean and well-organized work areas
QUALIFICATIONS
- Minimum of 1-2 years professional experience within IT tech support, Help Desk support or related role
- You are a self-starter and take initiative to help and able to identify problems
- Strong communication skills with the ability to communicate causes and solutions to end users and report your observations and/or discoveries the internal teams. You ask for help when needed
- Experience with creating effective documentation
- Proficiency with FreshService, Confluence and SharePoint strongly preferred
- Able to follow written and verbal instructions accurately and perform tasks with minimal supervision
- Possesses the ability to prioritize and sometimes reprioritize tasks and manage multiple issues concurrently
- Experience with network connectivity troubleshooting
- Experience with cable management
- Interested in continual growth and building skills within IT
- Comfortable working outside of normal business hours for critical businesses periods such as promotional sales, holiday seasons, etc
- Experience working with:
- Windows 10, 11
- Office 365 / Azure
- SharePoint
- Teams
- Remote Desktop tools
- Active Directory on-premise and Azure
- Anti-virus (Falcon Complete)
- Printers, both local and networked
The company's base pay ranges from $28-$33/hour. Further, the range listed is just one component of the company's total rewards package for non-exempt employees. Further, the range listed is just one component of the company's total rewards package for non-exempt employees.
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