Helpdesk Technician 1

Natural Alternatives International Inc is hiring a Helpdesk Technician 1 to provide onsite first-level technical support for end users in Carlsbad, CA.

Responsibilities

• Represent IT staff, teams, and services professionally and respectfully to support the company userbase
• Resolve Tier 1 helpdesk tickets and escalate complex and/or high-priority issues to the appropriate IT personnel
• Support IT-managed products and services, including answering questions, troubleshooting, instructing users on software or hardware functionality, and communicating relevant policies
• Troubleshoot printer issues and assist with ERP system difficulties as needed
• Identify the most effective path to resolve technical issues through research and in-depth troubleshooting
• Consult with full-time IT staff when additional input is required
• Confirm solutions resolved user issues via verbal or email follow-up
• Participate in IT-related projects assigned by the supervisor
• Support corporate network reliability by monitoring and following documented procedures for systems and appliances (including antivirus software and monitoring tools) to help maximize performance and minimize security issues and downtime
• Manage multiple tasks and projects at the same time
• Apply a working familiarity with Sarbanes-Oxley (SOX) requirements that apply to IT work (a plus)

Requirements

• 2+ years of experience in helpdesk or IT support
• Windows 10+ and Active Directory
• Azure
• Microsoft Office 2013+ and Office 365 administration
• Mobile device administration
• Networking concepts: DHCP, DNS, and TCP/IP
• Disk imaging / PC deployment
• PC hardware troubleshooting
• Management and maintenance of printers and copiers
• Ability to interface with and make recommendations to users across the organization, including C-suite
• Demonstrated mastery of written English grammar (sentence structure, spelling, punctuation)
• Good verbal communication skills
• Diplomacy, composure, and sound judgment; ability to adapt quickly to changing circumstances
• Strong troubleshooting and problem-solving skills to respond quickly to system software and hardware issues
• Ability to pursue goals efficiently, understand priorities, and manage activities aligned with department objectives
• Good organizational skills and self-starter mindset
• Team-oriented approach, including facilitating discussions, mediating, and supporting team processes
• Recognize personal limitations and request assistance and training when challenges require management guidance

Technologies

• Windows 10+
• Active Directory
• Azure
• Microsoft Office 2013+
• Office 365
• DHCP
• DNS
• TCP/IP
• ERP system
• Antivirus software
• Monitoring tools
• Printers and copiers
• Mobile device administration
• Disk imaging

Benefits

• Free medical (one plan) plus other medical plan options
• Dental, vision, life insurance, and other voluntary benefit options
• $1,000 Retention Bonus after 90 days of employment
• $1,000 Employee Referral Bonus
• 3 weeks vacation and 11 paid holidays
• 401K with company matching and profit sharing
• Opportunities for advancement
• Comprehensive training

Location and Pay

• Location: Carlsbad, CA (onsite)
• Pay: USD 27 - 30 per hour

Physical Demands

• Regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms; stoop and kneel; talk and hear
• Frequently required to sit and stand
• Vision abilities required: close vision, color vision, peripheral vision, depth perception, and ability to adjust and focus
• Lifting requirement: up to 50 pounds (maximum safety-recommended)
• Reasonable accommodations may be made upon request for qualified disabilities

Work Environment

• Computer workstation and climate controlled office environment
• May occasionally enter production areas where personal protective equipment might be required to prevent or lessen exposure to airborne powdered nutritional supplement substances

Background Check Requirement

• Following a conditional offer of employment, satisfactory completion of a background check (including criminal records check) is required prior to starting
• Employment offers may be rescinded for disqualifying background check results and/or if the candidate withheld or falsified information
• Failure to complete the background check may affect continued employment for an NAI employee who was conditionally offered the position