Helpdesk Tech

About the role

Cricut® empowers people to make and personalize almost anything—from custom cards and apparel to everyday items and home décor. Our smart cutting machines, design apps, and materials make creativity easy and accessible for everyone. We believe everyone is born creative, and our mission is to put the power of handmade into the hands of all.

The Helpdesk Technician I serves as the first point of contact for employees experiencing technical issues. This role provides technical support for hardware, software, operating systems, mobile devices, network connectivity, and enterprise applications across Windows and macOS environments.

Responsibilities

• Respond to incoming service requests via phone, email, chat, and ticketing systems.
• Diagnose and resolve hardware, software, printer, mobile device, and network connectivity issues.
• Provide support and troubleshooting for Windows and macOS devices, including software installation, configuration, and user assistance.
• Create, update, and manage support tickets while maintaining accurate documentation.
• Install, configure, and support desktop and laptop computers, peripherals, and approved software applications.
• Assist users with password resets, account management, access requests, and multi-factor authentication (MFA) support.
• Support Microsoft 365 applications and other business-critical software platforms.
• Assist with device enrollment, provisioning, deployment, and lifecycle management using endpoint management platforms.
• Perform workstation setup, replacement, and deployment activities for new and existing employees.
• Follow established troubleshooting procedures and knowledge base articles.
• Escalate unresolved or complex issues to higher-level support teams as appropriate.
• Maintain inventory records of IT assets and equipment.
• Ensure compliance with company security policies, standards, and procedures.
• Participate in on-call or after-hours support as required.
• Contribute to knowledge base documentation and process improvement initiatives.

Requirements

• High school diploma or equivalent.
• Associate degree in Information Technology, Computer Science, or a related field preferred.
• 0–2 years of experience in an IT helpdesk, desktop support, technical support, or customer service role.
• Equivalent experience gained through internships, technical training programs, certifications, or academic coursework may be considered.
• Basic understanding of Windows operating systems and Microsoft 365 applications.
• Familiarity with computer hardware, mobile devices, and peripheral equipment.
• Strong customer service and communication skills.
• Ability to troubleshoot technical issues using logical problem-solving techniques.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.

Preferred Qualifications

• Experience supporting both Windows and macOS operating systems.
• Familiarity with Apple hardware, macOS troubleshooting, and device management concepts.
• Experience with Microsoft Intune and Jamf device management platforms.
• Familiarity with identity and access management solutions such as Okta and Microsoft Entra ID (Azure Active Directory).
• Experience with ticketing systems such as ServiceNow, Jira Service Management, Zendesk, Freshservice, or similar platforms.
• Understanding of endpoint security tools, device compliance policies, and mobile device management (MDM) best practices.
• CompTIA A+, Network+, or similar entry-level IT certification.

Skills

• Strong interpersonal and customer support skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong attention to detail and commitment to accurate documentation.
• Ability to work independently and collaboratively within a team environment.
• Strong organizational and time-management skills.
• Willingness to learn new technologies and support processes.

Physical Requirements

• Ability to sit, stand, and work at a computer for extended periods.
• Ability to lift and move IT equipment up to 25 pounds.
• Occasional travel between company locations may be required.

Benefits

• Competitive Medical, Dental, and Vision coverage.
• 401(k) match.
• Generous PTO.
• Tuition reimbursement.
• Yearly lifestyle stipend to support your wellness and passions.
• Exclusive employee discounts.