Computer Support Technician

JOB TITLE: Computer Support Technician

REPORTS TO: CIO

Location: Moscow, ID

Remote Eligible: No

ABOUT NRS

100% employee-owned NRS is the world's leading manufacturer of paddlesports gear and apparel with a 50-year legacy in the outdoor recreation industry. Founded on the idea that business can be more than just a way to make money, we strive to be the kind of company we would want to do business with, and the kind of company we enjoy working for.

ABOUT THE JOB

The Computer Support Technician provides frontline technical support for NRS employees across office, warehouse, retail, and remote work environments. This role helps keep day-to-day operations running by troubleshooting user issues, supporting hardware and applications, managing accounts and access, and documenting solutions.


This position supports a broad range of current NRS systems, including Microsoft 365, Epicor Kinetic, Salesforce, Webex/Cisco phone systems, warehouse and shipping tools, printers, scanners, handheld devices, and other internal applications.


ESSENTIAL DUTIES & RESPONSIBILITIES

• Respond to support requests through the IT ticketing system, phone, chat, and in-person support.

• Troubleshoot issues with computers, printers, phones, scanners, accounts, permissions, applications, and connectivity.

• Provision, configure, deploy, and decommission laptops, desktops, Macs, tablets, handheld computers, phones, printers, and peripherals.

• Create, modify, disable, and remove user accounts and permissions using documented standards.

• Support common user issues in current NRS systems, including Epicor Kinetic ERP, Epicor Quick Ship, Salesforce, Microsoft 365, Microsoft Entra ID and MFA, Cisco Secure Client VPN, Webex Calling and Webex Contact Center, BarTender, UPS WorldShip, HazShipper, Fax2Mail, and warehouse, shipping, retail, and internal support applications.

• Document support requests, troubleshooting steps, and resolutions in the IT ticketing system.

• Create and maintain user guides, knowledge base articles, and internal IT documentation.

• Escalate complex issues to the appropriate IT team member while helping gather details and track progress.

• Identify recurring problems and recommend improvements to systems, processes, or training.

• Support IT projects, hardware refreshes, application rollouts, and process improvements.

• Follow NRS standards for security, reliability, scalability, and cost.

QUALIFICATIONS & REQUIREMENTS

• 1-3 years of IT support, help desk, desktop support, or related experience preferred.

• Strong troubleshooting skills with computers, applications, printers, accounts, and common user issues.

• Experience supporting Windows devices; macOS experience is helpful.

• Familiarity with Microsoft 365 tools such as Outlook, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint.

• Basic understanding of user accounts, permissions, MFA, networking, Wi-Fi, VPN, and endpoint support.

• Strong customer-service skills and the ability to communicate clearly with technical and non-technical users.

• Ability to manage multiple requests, prioritize work, document activity, and follow through on issues.

• Willingness to learn new systems and work across office, warehouse, retail, and operations environments.

PHYSICAL REQUIREMENTS

• Must be able to regularly lift and carry weights ranging from 25lbs to 50 lbs, such as servers or battery backups.
• Requires bending, stooping, crouching, kneeling, and reaching.
• Ability to sit/stand for long periods of time.

PREFERRED

• Relevant Experience.
• Epicor Kinetic or other ERP support.
• Salesforce or other CRM support.
• Warehouse, shipping, manufacturing, or retail technology support.
• Microsoft Entra ID, endpoint management, or security tool experience.
• Cisco/Webex phone or contact center support.
• IT ticketing system experience.