Help Desk Support

Provide end-user technical support by diagnosing issues, following help desk procedures, and escalating urgent needs across office and field environments.

Responsibilities

• Handle requests for technical assistance in person, via phone, chat, or email
• Support computer hardware and software use, including printing, installation, word processing, electronic mail, operating systems, and cloud services
• Research and resolve problems using available internal information resources
• Advise users on appropriate next steps and follow standard help desk procedures
• Follow up with customers and end users to confirm complete issue resolution
• Redirect problems to the correct team or resource when needed
• Identify and escalate situations requiring urgent attention
• Track and route problems and requests; document resolutions
• Provide technical assistance to computer users
• Support may include regional travel to the office or job sites
• Note: This job is safety sensitive for medical marijuana purposes
• Perform other tasks as assigned

Requirements

• Education: Associate degree in Info Systems or Business (or related field) preferred
• Experience: 1+ years in an IT field
• Familiarity with a broad set of Info Systems concepts, practices, and procedures
• Working knowledge of IT systems such as Windows, Microsoft 365, and iOS (as applicable)
• Basic understanding of AD, DNS, and DHCP for end-user support needs
• Understanding of routers, switches, wireless, and security technologies
• Strong interpersonal and problem-solving skills
• Excellent verbal and written communication, including presentation and negotiation skills
• Strong troubleshooting and diagnostic abilities
• Positive attitude with the ability to work well in a team
• Ability to deliver consistent, high-quality support to all customers
• Service-oriented, helpful, and proactive approach

Technologies

• Windows
• Microsoft 365
• iOS
• AD
• DNS
• DHCP
• Routers
• Switches
• Wireless
• Security technologies
• Cloud services
• Printing
• Electronic mail
• Operating systems

Benefits

• Medical, Dental and Vision Care
• 401(k) Retirement Savings Plan with Company Matching Contributions
• Long-Term Disability Insurance
• Company-Paid Life Insurance
• Supplemental Voluntary Life and Accidental Death and Dismemberment Insurance
• Dependent Voluntary Life Insurance
• Accident Recovery
• Flexible Spending Accounts
• Paid Holidays and Vacation
• Direct Deposit
• Wellness Program with Incentives

Physical Demands

• Ability to continuously sit, stand, or walk
• Ability to bend, squat, climb stairs, ladders, and lift occasionally
• Ability to lift up to 25 pounds occasionally

Work Environment

• Office
• Job site
• Job trailer
• Field office