Helpdesk Support Specialist

Helpdesk Support Specialist

The Helpdesk Support Specialist requires minimal supervision and performs a wide variety of technical duties, including the support of the Company's IT infrastructure through diagnoses. A strong customer service mindset is the key to succeeding in this role. Other duties may be assigned as required.

What You'll Do:

• End User Support for PC/MAC/Mobile Device and Peripherals: Provide expert-level helpdesk end user support on hardware/software issues with approximately 250 internal and remote users in a hybrid desktop (50-50 PC and Mac workstations) and mobile (iOS/Android) environment. Install, configure and maintain computer hardware, software and peripherals. Ensure customer service is timely and accurate daily. Manage helpdesk queue and escalations for priority users and provides timely resolutions. Review, maintain and enforce corporate cybersecurity standards and compliance regulations (PCI, CTPAT, SOC, GDPR, CCPA). Track and monitor existing and potential computer problems. Make recommendations to IT Manager for fixes and enhancements. Track, schedule, and deliver refreshed workstations for existing employees. Participation with maintaining inventory of hardware, software and support assets. Maintain standard user workstation images. Identify opportunities for automation and assist with the development of automation systems to address those opportunities. Provide day-to-day technical support to employees for network infrastructure, telephone, printing and internal/remote desktop systems software and hardware. Provide updates to the customer regarding the problem's status when the projected completion time for problem resolution changes or if the customer requests status. Provide remote support to users working offsite or from home.
• Network Administration/Engineering Duties: Exchange/Outlook E-mail support including user/distribution list maintenance and archiving. Support and troubleshoot VPN connectivity. Address issues from security logs and Sophos endpoint monitors. Maintain Network Printing. This includes basic queue administration, monitoring of traffic, addition and/or deletion of print queues as needed. Ensure proper network access controls and user permissions are in place. Troubleshoot network connectivity issues for end users and devices.
• Applications Support: Provide tier 1 support for all priority customized application business users, primarily working on graphic, web, ecommerce and social media environments (i.e. Solidworks, ArtiosCAD, Keyshot, Adobe Creative Cloud, WorkFront, Bynder). Provide tier 1 end user support for SaaS environments, such as Office365, SalesForce and AWS services. Answer operational questions as it pertains to software configuration and provides solution or refers questions to appropriate contact for resolution. Provide tier 1 support for audio/visual equipment and set ups in meeting rooms and meeting events. Assist users with Zoom Room configurations and troubleshooting. Manage conferencing tools and applications (Zoom client, Microsoft Teams, GoToMeeting). Ensure proper functioning projectors, screens and other AV equipment. Monitor and manage IT inventory.
• Telecom Support: Telecom Administration duties. Setup Shoretel and RingCentral phones and support call center environment, add/delete extensions, configure voicemail/auto attendant.

Bring It!

• Four-year college degree in Computer Science and/or MCTS/A+ or equivalent certification with minimum 4 years experience
• 5+ years of client support experience in a technical desktop support role
• Strong Desktop support skills including support for PC and MAC computers, with emphasis in Windows 10/11 and MAC OS X (12 – 15) operating systems
• Expert in PC and handheld operating systems hardware and software (Windows and Mac)
• Microsoft Office365 experience
• Active Directory – Users and Computers experience
• Strong Customer Service Support skills with C-level executives
• Experience setting up and supporting conference room AV and Zoom Meetings
• Heavy PC and Mac imaging experience using InTune and Jamf
• VOIP and smartphone setup and troubleshooting
• TCP/IP networking experience
• Print and file share setup and troubleshooting
• Laptop and mobile experience
• Ability to install, upgrade, and troubleshoot PC and Mac hardware
• Knowledge of Helpdesk tools for tracking issues and resolution
• Ability to use online resources including KB articles and forums for troubleshooting
• Understanding of ticketing system, i.e. Spiceworks, FreshService
• Willingness and commitment to learning new technologies
• Possess strong customer service skills and the ability to interact with employees at all levels of the organization
• Flexible, willing and able to do many different tasks in a deadline-driven environment – often changing assignments and priorities on short notice
• Ability to excel in a fast-paced environment and work under pressure
• Strong collaboration skills to work in a team environment
• Excellent oral and written communication skills
• Attention to detail and organizational skills
• Capability to self-motivate, work independently and taking ownership of job responsibilities.
• Available for on-call support and weekends
• Willing to occasionally travel overnight for work and/or training
• Able to lift 50 lbs

We Got You Covered!

As a Great Place to Work Certified™ company, we are committed to offering the best to our employees. We regularly hold social functions to foster a genuine camaraderie that enhances teamwork. At our company-wide award functions, we take time to recognize the talent and dedication of the people who make Munchkin the most loved baby lifestyle brand in the world.

Pay rate: $30-35/hr (DOE)

Munchkin welcomes and values what makes everyone unique. We're proud to be an equal opportunity and affirmative action employer. All hires to our team are based on qualifications, merit, and business needs. We recruit, employ, train, and promote regardless of race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, veteran status, genetic characteristic, or any other protected status.

Applicant Privacy Statement

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.