IT Helpdesk Technician

About the role

We’re an employee-owned, vertically-integrated builder of some of America’s most popular health & wellness brands. With over 1,000 team members across multiple companies, we create best-in-class products that help make the world healthier and happier. Our creative content educates the world on making smarter health choices, while the brands we own generate over $600 million of revenue annually.

Responsibilities

• Provide first-line technical support to end-users via phone, email, or in-person, addressing issues related to hardware, software, and network connectivity.
• Troubleshoot technical problems reported by users, utilizing established procedures and resources to identify root causes and implement solutions promptly.
• Document all support requests, troubleshooting steps, and resolutions in the ticketing system, ensuring comprehensive records of incidents and resolutions.
• Escalate unresolved issues to Level 2 or Level 3 support teams, following established escalation procedures and providing relevant information for further investigation.
• Assist users with basic technical guidance and training on commonly used software applications, systems, and IT resources to enhance their productivity and self-sufficiency.
• Install, configure, and update software applications on user devices as required, ensuring compliance with licensing agreements and security policies.
• Perform basic hardware maintenance tasks such as replacing components, upgrading memory, or installing peripherals to ensure optimal performance of user devices.
• Monitor IT systems and network infrastructure for potential issues or anomalies, proactively identifying and addressing emerging problems to minimize downtime and disruptions.
• Adhere to IT policies, procedures, and security guidelines, ensuring the confidentiality, integrity, and availability of organizational data and resources.
• Provide friendly, professional, and responsive customer service, actively listening to users’ concerns, empathizing with their frustrations, and striving to resolve issues promptly to meet or exceed their expectations.
• Manage the local ticket system and assist with tickets.
• Setup new hires/terminations. This includes providing remote setup for employees in other offices.
• Ability to provide remote support to other offices, ensuring seamless IT operations across all locations.

Qualifications

• Technical Support: Provide first-line technical support to end-users via phone, email, or in-person, addressing issues related to hardware, software, and network connectivity.
• Troubleshooting: Diagnose and troubleshoot technical problems reported by users, utilizing established procedures and resources to identify root causes and implement solutions promptly.
• Documentation: Accurately document all support requests, troubleshooting steps, and resolutions in the ticketing system, ensuring comprehensive records of incidents and resolutions.
• Escalation: Escalate unresolved issues to Level 2 or Level 3 support teams, following established escalation procedures and providing relevant information for further investigation.
• User Training: Assist users with basic technical guidance and training on commonly used software applications, systems, and IT resources to enhance their productivity and self-sufficiency.
• Software Installation and Updates: Install, configure, and update software applications on user devices as required, ensuring compliance with licensing agreements and security policies.
• Hardware Maintenance: Perform basic hardware maintenance tasks such as replacing components, upgrading memory, or installing peripherals to ensure optimal performance of user devices.
• System Monitoring: Monitor IT systems and network infrastructure for potential issues or anomalies, proactively identifying and addressing emerging problems to minimize downtime and disruptions.
• Compliance: Adhere to IT policies, procedures, and security guidelines, ensuring the confidentiality, integrity, and availability of organizational data and resources.
• Customer Service: Provide friendly, professional, and responsive customer service, actively listening to users’ concerns, empathizing with their frustrations, and striving to resolve issues promptly to meet or exceed their expectations.
• High school diploma or GED equivalent.
• 2+ years previous helpdesk or desktop technical support experience, preferably in a large corporate environment.
• Proficiency with Mac, Windows, iOS and Android devices.
• Experience working with cloud-based environments (G-Suite, Office 365, Netsuite, Adobe).
• Understanding of networking fundamentals (wireless, printing, file sharing, VOIP, mobile devices).
• Associate's degree in Information Technology, Computer Science, or related field (or equivalent work experience) (preferred).
• Familiarity with Cisco Meraki networking equipment (preferred).
• Microsoft Entra ID administration; on-premises Active Directory a plus (preferred).
• Experience with distribution center operations and corporate environments (preferred).
• Azure admin experience; Microsoft Intune/mobile device management (MDM) (preferred).
• CompTIA A+ certification (preferred).