IT Help Desk Technician

Job Description

Job Description

IT Help Desk Technician

Greensboro, NC | Full-Time | Information Technology | Saf-Gard Safety Shoe Company

If you're looking for a career that combines customer service, problem-solving, and technology, this could be the opportunity you've been looking for. Whether you've worked in IT help desk support, technical support, desktop support, systems support or a related technology role, you'll find this role offers something different every day.

As an IT Help Desk Technician, you'll provide day-to-day technical support for Saf-Gard® employees across the company, helping users resolve technology issues and ensuring our systems, hardware, and software continue to support the business. You'll respond to help desk requests, troubleshoot problems, configure and deploy equipment, and provide hands-on support when needed.

This is an ideal opportunity for someone who enjoys solving problems, helping people, and working with technology. You'll support more than 500 users across a wide geographical footprint, making strong communication and customer service skills just as important as technical knowledge. This position is based in our Greensboro, NC office and will initially be fully in-office, with the potential to transition to some remote work after demonstrating proficiency in the role.

Many of our company's leaders started in roles where they developed valuable skills by working directly with customers, solving problems and learning the business. If you're looking for a position that offers long-term growth, advancement opportunities and the ability to build valuable technical and customer service skills, this role can be an excellent place to start.

At Saf-Gard® Safety Shoe Company, we believe in keeping things straightforward. No unnecessary bureaucracy. No corporate runaround. Just good people working together to help hardworking customers stay safe on the job.

Help Desk & Technical Support

• Provide IT operational support to 500+ users over a wide geographical footprint
• Diagnose and resolve end-user and infrastructure problems
• Resolve help desk tickets generated from phone calls and the help desk portal
• Provide telephone support, which makes up the majority of the position
• Provide on-site support as needed

Hardware & Software Support

• Set up, configure and deploy end-user hardware, including PCs, printers, and peripherals
• Support Windows 11/10, Microsoft Dynamics BC, Microsoft 365 and Adobe Creative Cloud
• Support a variety of printers, including laser, inkjet and thermal printers
• Support peripheral devices, including barcode scanners, credit card readers, signature pads and other related equipment
• Provide basic Apple support and assistance with operating systems

Systems & Infrastructure

• Support and maintain current IT systems
• Assist with server and infrastructure maintenance
• Administer and support Active Directory and Microsoft 365
• Analyze technical issues, determine appropriate solutions, and effectively communicate solutions to end users

• Two-year degree in a related field highly preferred
• At least 1 year of experience in an IT help desk role
• Experience supporting Windows 11/10, Microsoft Dynamics BC, Microsoft 365 and Adobe Creative Cloud
• Experience supporting a variety of printers, including laser, inkjet and thermal printers
• Experience supporting peripheral devices such as barcode scanners, credit card readers and signature pads
• Experience administering Active Directory and Microsoft 365
• Demonstrated excellence in customer service and communication skills, both over the phone and in person
• Enjoy providing telephone support, as this is the majority of the position, with a small percentage of on-site support
• Ability to analyze technical issues, determine a solution, and effectively communicate the solution to the end user
• Basic Apple knowledge and experience providing support for Apple operating systems
• Ability to work in a fast-paced office/warehouse environment
• Ability to pass a criminal background check

• Full-time position
• Position is based at our Greensboro, NC office
• Initially fully in-office, with the potential to transition to some remote work at a later date
• Telephone support makes up the majority of the position, with a small percentage of on-site support
• Occasional travel may be required for on-site support

• Company-paid dental, vision, long-term disability, short-term disability and life insurance beginning the first of the month after 60 days
• Multi-tiered medical insurance plans to choose from (benefits valued at over $10,000 annually)
• 8 paid holidays per year
• PTO is available after 90 days, accrued bi-weekly at a rate of 3.08 hours (2 weeks annualized after 1st year). Bi-weekly accrual rate increases to 4.62 hours after 7 years (3 weeks annualized)
• 401(k) plan with 50% employer match on the first 6% of employee base pay
• Stable, long-term career opportunities with room for growth and advancement
• Supportive, team-oriented work environment
• Cross-training and development opportunities across departments

We've been in the safety footwear business for more than 40 years. We know safety matters. We also know relationships matter. That's why we work hard to make things easier for our customers and for each other.

At Saf-Gard®, you're not just another employee buried in a corporate machine. We're a close-knit family that believes in working hard, helping each other out and treating people the right way. We've built a culture around trust, teamwork and common sense, and it's helped us grow for more than four decades.

Recognized as a Triad Business Journal Fast 50 company nine times, we continue to grow and create new opportunities for employees who want to build long-term careers with us.