IT Help Desk Support Technician

Job Title: Help Desk Technician

Position Overview

Help Desk Technician provides essential technical assistance and support to WBC staff, ensuring the smooth operation of computer systems (hardware and software) and our Point of Sale (POS) infrastructure. This role responds to user inquiries in person, over the phone, via email/chat, and through our internal Support Ticketing System.

Key Responsibilities

• Technical Support: Serve as the primary point of contact for employee technical issues, providing general helpdesk support for Windows, Chrome OS, printers, and peripherals.

• POS Management & Troubleshooting: Deeply understand, troubleshoot, and support our POS software and related applications.

• Data Administration: Create, update, maintain, and audit product data within the POS system to ensure consistency and accuracy.

• Vendor Liaison: Log, track, and escalate technical support cases with third-party software and hardware vendors.

• Documentation & Training: Author and maintain clear internal procedures and technical documentation. Train staff on how to effectively utilize the POS system.

• Operational Flexibility: Perform occasional after-hours system maintenance and travel to remote company locations as required (minimal).

Skills & Qualifications

• Technical Acumen: Strong logical troubleshooting and problem-solving skills with a creative approach to resolving technical hurdles.

• Software Proficiency: Experience with Google Workspace or Microsoft Office, including a solid comfort level using spreadsheets (Excel/Sheets) for data management.

• Communication: Excellent verbal, written, and active listening skills, with the ability to explain technical concepts to non-technical users.

• Adaptability: Proven ability to remain calm and work effectively under pressure in a fast-paced environment.

• Background Check: Employment is contingent upon successfully completing a background check and any position-specific screening requirements. 

Physical Requirements & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Environment: Principal work environment will be a standard professional office setting.

• Mobility: Ability to sit or stand for extended periods in front of a computer screen.

• Physical Activity: Frequent bending, twisting, stooping, and reaching.

• Lifting: Ability to safely lift and move IT equipment weighing up to 50 lbs.

Benefits

• Comprehensive Health & Life Insurance

• Voluntary Benefits: Vision, Dental, Short-Term Disability, Critical Care, and Accident coverage

• Paid Time Off (PTO), Vacation, & Paid Holidays

• 401(k) Retirement Plan

• Generous Employee Discount