What are the responsibilities and job description for the Help Desk Technician position at Tiffin?
Position Summary
Tiffin Motorhomes is seeking a dependable, customer-focused Help Desk Technician to join our Information Technology team. This position serves as a first point of contact for employees who need technical assistance and provides Tier 1 support for common hardware, software, account, printer, phone, and connectivity issues.
The ideal candidate is patient, organized, professional, and comfortable assisting employees with a wide range of technical skill levels. Success in this role requires strong communication skills, a service-focused attitude, sound troubleshooting abilities, and the judgment to resolve issues or escalate them when appropriate.
Key Responsibilities
- Respond to help desk calls, emails, and support tickets professionally and promptly.
- Provide Tier 1 technical support to employees across the organization.
- Assist with password resets, account access, and basic permissions issues.
- Troubleshoot common computer, software, printer, phone, mobile device, and network connectivity problems.
- Set up new users, including accounts, workstations, phones, permissions, and required equipment.
- Install, configure, and deploy computers, monitors, printers, scanners, and other IT equipment.
- Support employee onboarding and offboarding technology tasks.
- Document support requests, troubleshooting steps, and resolutions in the help desk system.
- Escalate complex or unresolved issues to the appropriate IT team member.
- Maintain a professional and customer-service-focused approach when assisting employees.
- Help maintain IT equipment inventory and support replacement and refresh projects.
- Follow company IT policies, cybersecurity procedures, and support standards.
- Assist with other IT projects and responsibilities as needed.
Required Qualifications
- High school diploma or equivalent.
- Basic knowledge of Windows computers, Microsoft 365, printers, mobile devices, and common business applications.
- Ability to troubleshoot common computer, printer, login, and connectivity issues.
- Strong communication and customer service skills.
- Ability to explain technical information in clear, easy-to-understand terms.
- Strong attention to detail and the ability to document work accurately.
- Ability to manage multiple requests and prioritize work effectively.
- Dependable, professional, patient, and willing to learn.
- Team-focused attitude with a willingness to assist coworkers and contribute to the success of the IT department.
- Persistent problem-solving mindset, with the judgment to ask questions and escalate issues when appropriate.
Preferred Qualifications
- One to two years of help desk, desktop support, customer service, or technical support experience.
- Experience with Active Directory, Microsoft 365, Windows 10/11, printers, and basic networking.
- Experience setting up user accounts, computers, phones, and peripheral equipment.
- CompTIA A , Network , Microsoft, or a similar certification is preferred but not required.
- Experience supporting users in a manufacturing, dealership, service, or corporate environment.
Skills and Abilities
- Strong customer-service mindset.
- Effective troubleshooting and problem-solving skills.
- Patience when assisting non-technical users.
- Ability to work independently and collaboratively.
- Willingness to learn new systems, technologies, and processes.
- Ability to lift, carry, and move standard IT equipment, including desktops, monitors, printers, and accessories.
- Ability to travel between company locations, if required.
About Tiffin Motorhomes
Tiffin Motorhomes is a respected manufacturer of premium recreational vehicles known for quality craftsmanship, customer commitment, and a strong family-oriented culture. Our IT team supports the technology that enables our employees to build, sell, service, and support some of the most recognized motorhomes in the industry.