Help Desk Associate

Company Overview:

Party City Holdco Inc. (PCHI) is a global leader in the celebrations industry, with its offerings spanning more than 70 countries around the world. PCHI is also the largest vertically integrated designer, manufacturer, distributor, and retailer of party goods in North America.

PCHI team members demonstrate a daily commitment to the company's Brand Purpose: to inspire joy by making it easy for customers to create unforgettable memories.

PCHI operates across multiple businesses within its Retail Division and Consumer Products Division. On the retail side, Party City (partycity.com) is the leading omnichannel retailer in the celebrations category, operating more than 800 company-owned and franchise stores, as well as Halloween City (halloweencity.com) seasonal pop-up stores. The Consumer Products Division includes design and manufacturing entities Amscan, an industry leader in celebration décor, tableware, costumes, and accessories, and Anagram, the global market leader in foil balloons.  

PCHI is headquartered in Woodcliff Lake, N.J. with additional locations throughout the Americas and Asia.    

Job Overview:

The Help Desk Associate is a key position within the IT department that enable the delivery of a high-quality services to stores. The position requires to work independently under guidelines and defined service level agreement (SLA) to ensure service levels are maintained, continually improved upon, and resolve day-to-day delivery of Help Desk services. He / she will report to the Help Desk Manager and will work with staff in many locations, as well as third-party vendors.

Responsibilities and Duties:

• Provide local onsite and telephone technical support for all office devices and technology including Laptops, PCs, printers, RFs or multifunctional devices, mobile devices, VoIP phones, and other computing devices.
• Setup PCs, printers, RFs, and networking equipment include cabling.
• Responsible for resolving and tracking reported issues and service requests from beginning to resolution within predetermined service levels using the ticketing system.
• Escalate issues to appropriate staff organizationally and third-party vendors.
• Assist in maintaining IT procedures as technology and policies changes for end user computing.
• Perform troubleshooting on the store’s network and hardware.
• Maintain ticketing system for timely resolution and provide management weekly metrics.
• Perform other duties as assigned.

 Skills Required:

• 1 years experienced with setting up and troubleshooting Microsoft Office products (O365).
• 1 years experienced with troubleshooting Windows 10 and Windows 2012 operating systems.
• 1 years working in a helpdesk or desktop environment with the ability to configure, troubleshoot, and create build images of PCs, laptops, RFs, and printers.
• Strong understanding of networking TCP/IP, DHCP, DNS, WINS configuration, and Windows Active Directory (AD)
• 1 years of experience with Laptops and PCs hardware troubleshooting and repairs.

Qualifications:

• Associate's degree or equivalent from two-year College or technical school; or three months to one-year related experience and/or training; or equivalent combination of education and experience. Bachelor’s degree (B.A.) from four-year college or university, preferred.
• Strong background in customer support and logical troubleshooting
• 1 years of experience with Laptops and PCs hardware troubleshooting and repairs
• 1 years working in a helpdesk or desktop environment with the ability to configure, troubleshoot, and create build images of PCs, laptops, RFs, and printers.
• A college degree or the combination of Microsoft Training & Certification and equivalent work experience in the related field is required.