We’re Looking For An: Help Desk Technician to be the first point of contact for users experiencing technical issues within our organization. They will provide timely and efficient support to resolve problems related to hardware, software, network connectivity, and various IT systems. This role requires excellent communication skills, technical proficiency, and a customer-focused approach to deliver exceptional service to our users.

Location: Memphis, TN

What You’ll Be Doing:

• Strong knowledge of Windows and/or Mac operating systems, Microsoft Office Suite, and common software applications. 
• Familiarity with basic networking concepts, protocols, and troubleshooting techniques. 
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts clearly and concisely to non-technical users.
• Strong problem-solving skills with a methodical approach to issue resolution.
• Ability to work independently with minimal supervision and collaborate effectively within a team environment.
• Ensure that all employee IT equipment and services are in working order, including Macs, Windows desktops and laptops, IOS devices, printers, wireless networks, and audiovisual systems. 
• Act as the first point of contact for IT needs. Track issues and take ownership of problems and see them to resolution. Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible. 
• Anticipate problems that the users may encounter and address them proactively. Continually monitor and assess support requirements. Create system support documentation as needed.
• Proactively manage any planned changes and upgrades. Inform those who would be impacted and ensure everything is working when changes are completed.
• Recommend hardware and software solutions, including new product acquisitions and upgrades. 
• Provide technical support and maintenance for conference rooms/collaborative workspaces and offices utilizing audiovisual systems.
• Ability to provide remote support to other offices, ensuring seamless IT operations across all locations. 
• Manage the local ticket system and assist with tickets.
• Setup new hires/terminations. This includes providing remote setup for employees in other offices.

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Technical Support: Provide first-line technical support to end-users via phone, email, or in-person, addressing issues related to hardware, software, and network connectivity.
• Troubleshooting: Diagnose and troubleshoot technical problems reported by users, utilizing established procedures and resources to identify root causes and implement solutions promptly.
• Documentation: Accurately document all support requests, troubleshooting steps, and resolutions in the ticketing system, ensuring comprehensive records of incidents and resolutions.
• Escalation: Escalate unresolved issues to Level 2 or Level 3 support teams, following established escalation procedures and providing relevant information for further investigation.
• User Training: Assist users with basic technical guidance and training on commonly used software applications, systems, and IT resources to enhance their productivity and self-sufficiency.
• Software Installation and Updates: Install, configure, and update software applications on user devices as required, ensuring compliance with licensing agreements and security policies.
• Hardware Maintenance: Perform basic hardware maintenance tasks such as replacing components, upgrading memory, or installing peripherals to ensure optimal performance of user devices.
• System Monitoring: Monitor IT systems and network infrastructure for potential issues or anomalies, proactively identifying and addressing emerging problems to minimize downtime and disruptions.
• Compliance: Adhere to IT policies, procedures, and security guidelines, ensuring the confidentiality, integrity, and availability of organizational data and resources.
• Customer Service: Provide friendly, professional, and responsive customer service, actively listening to users’ concerns, empathizing with their frustrations, and striving to resolve issues promptly to meet or exceed their expectations.
• High school diploma of GED equivalent (required)
• 2 years previous helpdesk or desktop technical support experience, preferably in a large corporate environment (required)
• Proficiency with Mac, Windows, iOS and Android devices
• Experience working with cloud-based environments (G-Suite, Office 365, Netsuite, Adobe)
• Understanding of networking fundamentals (wireless, printing, file sharing, VOIP, mobile devices)
• CompTIA A license (preferred)
• Associate's degree in Information Technology, Computer Science, or related field (or equivalent work experience (preferred)
• Familiar with Cisco Meraki networking equipment
• Active Directory management
• Experience with distribution center operations and corporate environments
• Azure admin experience

Golden Perks & Benefits: 

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $6.1 million to date. 
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career. 
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. 
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career. 
• Tuition reimbursement program, which reimburses eligible tuition expenses up to specified amounts, empowering you to invest in your ongoing growth and development. 
• Work towards our collective goals and earn up to 2 extra weeks of pay each month, based on the achievement of KPIs. 
• Celebrate your accomplishments with our Win of the Week, Spot Bonus, Work Anniversary, and Shout-Outs programs, where your hard work is not only valued but also acknowledged and rewarded. 
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees. 
• For those coming into our Woodland Hills, CA office, you’ll find a fully stocked kitchen and a free on-site gym. 
• Virtual and in-person company events, like our annual holiday party, happy hours, and virtual cooking nights, designed to cultivate connections and enhance work-life balance.

To read more about our Perks & Benefits, click here.

The base salary range is $26.35-$35.14, plus annual & monthly KPI bonus potential.
Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.