Help Desk Associate

OVERVIEW

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  

• Responsible for helping end users with their software and hardware need in a very fast-paced warehouse environment.
• Requests for support will come in by Ticket, Walk-in, and Chat message and even the occasional phone call. You will have to balance these requests based on need, impact and order of notification.
• Install computers for both users and for machinery.
• Assist the server and network teams based on need. This includes both hardware and the systems themselves. During these projects there will be an opportunity to learn and be hands-on if desired.
• Common systems you will be directly troubleshooting are PC’s, printers, label makers & printers, and Raspberry Pi’s
• Document issues in our ticketing system and raise any repeating or urgent 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.
• Work 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 and our ERP, among others.
• Assist in projects as required
• Flexibility to occasionally work outside normal business hours. It’s rare, but it happens.
• Support our remote operations. Some sites also have IT, and some do not but we help everyone equally.
• Work with other warehouse IT members to develop new strategies for support and communicate critical problems

QUALIFICATIONS

• 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.
• 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 the IT Operations group 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. Performing this step makes us all more successful in the long run.
• 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.
• Possess the ability to prioritize and manage multiple issues at one time.
• Windows 10
• Office 365 / Azure
• SharePoint
• Teams
• Basic network connectivity troubleshooting
• Printers, both local and networked
• Label makers
• Anti-virus (Falcon Complete)
• Cable management
• Active Directory, on-premises and Azure
• Remote Desktop tools
• Maintain an inventory of computers and accessories
• Always be learning! We want a person who wants to learn about new technologies both for the company and for themselves. We will help you learn and discover.

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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Salary : $55,000 - $65,000