Tech Support-Help Desk I

The position also supports hardware and software deployment, employee onboarding, IT asset management, technical documentation, preventive maintenance, and technology projects. Working closely with local and remote IT professionals, the Associate helps ensure employees receive timely, professional, and effective technology support while contributing to reliable day-to-day IT service delivery.

• IT Help Desk & Hotline Support – Serve as the first point of contact for employees seeking technical assistance. Answer IT hotline calls, troubleshoot common hardware, software, access, and connectivity issues, and provide timely real-time support. Escalate complex issues to appropriate IT team members when necessary.
• Help Desk Ticket Management – Monitor the help desk ticket queue, review and prioritize incoming requests, assign tickets to appropriate IT technical staff, and help ensure incidents and service requests are addressed within established service expectations.
• On-Site Support for Senior Engineers – Partner with remote Senior Engineers and other IT team members to perform on-site troubleshooting, installations, diagnostics, testing, and other technical tasks as directed.
• Technical Documentation & Knowledge Management – Create, maintain, and update clear technical documentation, troubleshooting guides, standard operating procedures, and end-user instructions for employees and IT staff.
• Hardware & Software Deployment – Install, configure, and deploy new hardware and software, including imaging and preparing desktops and laptops to ensure devices are ready for employee use.
• IT Asset Tracking & Inventory Management – Maintain accurate inventory records for technology assets, including hardware located at the corporate office, deployed equipment, and assets assigned to employees throughout their lifecycle.
• Preventive & Scheduled Maintenance – Perform scheduled maintenance and basic troubleshooting of existing hardware, software, printers, network wiring, and server-related environments to support reliable IT operations.
• New Employee IT Onboarding – Support the onboarding of new employees by creating and configuring user accounts, assigning software licenses, preparing equipment, and ensuring required technology access is available.
• IT Projects & Strategic Initiatives – Participate in project-based assignments and longer-term technology initiatives, supporting implementations, upgrades, migrations, and other IT improvement activities.

• Verbal Communication & Phone-Based Technical Support – Excellent verbal communication and active listening skills, with the ability to professionally handle live help desk calls, understand user concerns, explain technical solutions clearly, and provide effective technical assistance over the phone.
• Tier 1 Help Desk Support – Ability to monitor, assess, troubleshoot, and resolve Tier 1 technical support tickets submitted by employees, escalating complex issues to appropriate IT team members when required.
• Microsoft 365 Administration – Working knowledge of Microsoft 365 administration, including basic user account support, email setup and assignments, licensing, and related administrative activities.
• macOS Support – Basic knowledge of Mac computers and macOS, with the ability to assist with common configuration, troubleshooting, and end-user support needs.
• Hardware Inventory & Asset Management – Strong organizational skills with the ability to accurately maintain hardware inventory, track equipment assignments, and support effective management of IT assets.
• Technical Documentation – Good written communication skills with the ability to create, maintain, and update clear technical documentation, troubleshooting instructions, and end-user support materials.
• Microsoft Applications – Working knowledge of Microsoft applications and services, including Microsoft Office and SharePoint, with the ability to assist employees with common application-related issues.
• Operating System Deployment – Basic knowledge of operating system deployment, device imaging, configuration, and setup across desktops, laptops, and other supported devices.

• 1- 2 years of professional experience in a Tech Support/Help Desk role.
• Strong customer service skills with the ability to communicate professionally, understand user concerns, manage expectations, and provide a positive technical support experience.
• General proficiency across a broad range of business and productivity software, with the ability to assist users with common application-related issues.
• Working proficiency with Microsoft Office applications and the ability to troubleshoot common end-user issues.
• Demonstrated ability to diagnose, troubleshoot, and resolve common hardware, software, system, and end-user technical issues in a timely and effective manner.
• Familiarity with VPN technologies and other remote-access solutions, including basic configuration, connectivity troubleshooting, and support for remote employees.
• Basic working knowledge of Active Directory, including user account administration, password resets, account access, and other routine support activities.
• Working knowledge of Windows 11 and macOS environments, including installation, configuration, maintenance, and troubleshooting of common operating system issues.

• Medical and Pharmacy Coverage
• Dental and Vision Coverage
• Life/AD&D Insurance
• Employee Assistance Program – self-care and support for life’s everyday challenges
• Extensive 401(k) plan with company matching - Save for your future
• Short & Long Term Disability – Company Paid
• Accident, Hospital Care and Critical Illness Insurance – Protect your Income
• Legal Insurance and ID Theft Protection
• Nationwide Pet Insurance
• Holiday Pay
• Paid Parental Leave
• Paid Time Off – Life Balance
• Volunteer Time Off – Make an Impact
• Employee Discount Program
• Referral Program - Get paid to work with Friends
• Free Parking at the Downtown Corporate Office
• Regular Social Activities and Events – Mandatory Fun
• See more of the benefits we offer

We are a Drug-Free Workplace.