Help Desk Technician

About the Company

If you’re passionate about future-focused innovation and joining a team where your ideas are valued and your skills are honed, we invite you to join Ultrafabrics as we reshape the world of high-tech performance fabrics. At Ultrafabrics, we combine high-performance, comfort, and sustainability to support the visions of leading designers and manufacturers in over 10 global industries

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About The Ro

leThe primary goal of the Help Desk Technician is to provide first line support for incoming Help Desk inquiries. This position will focus on but is not limited to computer systems, software, hardware and peripheral devices for both our US & European employee

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Principal Responsibilit

• iesServe as the first point of contact, Tier 1, for users seeking technical assistance via the Help Desk Ticketing System, phone, MS Teams, or in pers
• on.Performs troubleshooting for on-premises and remote workfor
• ce.Manage and execute On-Boarding and Off-Boarding process controls and documentati
• on.Purchase and support Verizon Mobile devices (iPhon
• es)Manage and maintain Ultrafabrics inventory including but not limited to computers, printers, copiers, IP phones and mobile devic
• es.Assists in strengthening the security of the IT infrastructure and maintain a strong security postu
• re.Assist in managing Knowbe4 user awareness email security to
• ol.Record all inquiries, ongoing correspondence with IT team members and the user, and a solution for each inquiry via the Ultrafabrics Help Desk Ticketing Syst
• em.Appropriate post follow-up of user’s solution regarding the inquiry when necessa
• ry.Assist in authoring SOPs for all inquiries if an SOP doesn’t already exist. Place the SOP into the appropriate SOP folder and Knowledge Base within the Help Desk Ticketing Syst
• em.Identify to IT Management possible improvements to current procedur
• es.Assist in the research of and purchase, configuration and provisioning, and deployment of desktops, laptops, and mobile devic
• es.Manage printer, (including FedEx & UPS printers) copiers & white board troubleshooting, remote toner program & on-premise toner invento
• ry.Communicates with various software vendors and support agents to help resolve internal problems. (for example, but not limited to Microsoft 365, KnowBe4, , Verizon, Sa
• ge)Assists in research, purchase and implementation of software that proves to advance the productivity of the comp
• anyInsures that employees have the accessibility and ability to perform job duties when working remot
• elyManages projects as the business dictates and/or as assig
• nedHardware refresh: Maintaining and upgrading laptops/Macs, based on age/warran
• ty.Recycling hardw

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Qualificat

• ionsWorking toward or posses a BS/BA degree preferably in Computer Science, a Technical Trade School degree or equivalent experience requi
• red.7 yrs experience as a Help Desk Technician prefer
• red.Tech savvy with good working technical knowledge of office automation products – computers, printers, copiers, IP phones and mobile devi
• ces.Ability to diagnose and resolve basic technical issues and provide a solut
• ion.Excellent communications skills and ability to build a rapport with us
• ers.Customer oriented and demonstrate patience in dealing with all user reque
• sts.Able to share your technical knowledge in a simple and understandable man
• ner.Experience supporting Office 365 applications including Outl
• ook.Experience with Windows 10 & Apple Operating Syst
• ems.Self-motivated & directed to effortlessly prioritize and execute tasks in a fast-paced environm