Description

Samson, the worldwide leader in high performance cordage, is seeking a Help Desk Technician who will be responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require the individual give in-person, hands-on help at the desktop level. Responsible for practicing a high level of business ethics and professionalism and adhering to safety and quality guidelines in support of Samson strategy and core values.

Who You Are:

• Knowledgeable of basic computer hardware and mobile platforms.
• Experienced with desktop and service operating systems, including Windows and iOS platforms.
• Familiar with standard diagnostic utilities.
• Available to be on-call.
• A people person with exceptional interpersonal skills who is focused on building rapport and listening to assess problems.
• Detail oriented and equipped with documentation skills.
• A team player who works well with a diverse group of individuals and can build relationships with coworkers.
• Able to manage time effectively by prioritizing/managing multiple tasks in a fast-paced, changing environment with strict deadlines.
• A clear and concise communicator in both written and oral form.
• Committed to delivering high quality and attentive customer service to both internal and external customers.
• Trustworthy and able to handle confidential and sensitive information.

What You'll Do:

• Field incoming help requests from end users via request systems, in person, telephone and e-mail in a courteous manner documenting all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. Prioritize and schedule problems escalating (when required) to the appropriately experienced technician.
• Manage and administer the Microsoft 365 (M365) environment including Exchange online, OneDrive for Business, MS Teams, MS Intune, and other M365 applications.
• Manage and maintain M365 security policies and compliance requirements.
• Manage Active Directory and Azure MS Entra ID environment including domain controllers, group policies, DNS, DHCP, and other related services.
• Troubleshoot and resolve PC related problems and numerous 3rd party software applications.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Test fixes to ensure problem has been adequately resolved and perform post-resolution follow-ups to help requests.
• Further evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Adhere to basic user account security in accordance with local policies and procedures.
• Responsible for reviewing and assuring proper user backups are operational and performed in a timely manner.
• Setup and configure laptops and desktops.
• Train end users in the operation and functionality of systems, hardware, and telecommunications.
• Maintain hardware and software inventory.
• Develop help sheets and frequently asked questions lists for end users.
• Sit or stand at a workstation for prolonged periods.
• Occasionally crouch, kneel, climb, reach, or crawl to inspect cables in floors and ceilings, or hook up computers.
• Occasionally lift up to 20 pounds and seldomly lift up to 50 pounds.

What You Should Have:

Education

• Required: Associate degree in the field of computer science or equivalent work experience.
• Preferred: Bachelor's degree in the field of Computer Science; certifications in related field.

Experience

• Required: Minimum 3 years of related experience in service desk or helpdesk, in a software and hardware troubleshooting environment. Experience with desktop and server operating systems, including Windows (specifically M365) and iOS platforms.
• Desired: Application support experience.

Our Team Enjoys Best-in-Class Benefits:

• We enjoy ample paid time away from the office with a starting PTO accrual of 15 days for vacation or sick leave, 10 paid holidays, a paid personal day, and paid volunteer time each year.
• We prioritize our employees’ wellbeing and offer comprehensive and affordable Health, Dental and Vision insurance for employees and family. We also offer free Mental Health benefits and an optional free Wellness Plan.
• We celebrate our success as a team and offer annual profit sharing and bonus structures based on position.
• We invest in our employees’ futures by offering a generous 401k match up to 6% of salary. We also offer tuition reimbursement for choosing to further your education.
• We ensure our employees are taken care of during unexpected events, offering paid bereavement leave, employer-paid life and disability insurance, and paid jury duty leave.
• We offer a paws-itive work environment and friendly well-behaved dogs are welcome to join their humans at work in the corporate office.
• All benefits are offered in accordance with our plan documents and policies.

Compensation:

Targeted hiring range: $24.00 - $29.00

Hiring rate will depend on qualifications and experience.

Samson has established wage scales for all of our positions, which are based on a minimum and maximum. The targeted hiring rate above is set to allow for employee’s growth within the role. The full range for this position is min: $23.95 – max: $35.92.

About Us:

With over 140 years in the rope industry, we are focused on meeting the needs of demanding customer applications. At Samson, we’re not just about developing innovative synthetic rope solutions. We also pride ourselves on providing the industry’s best service. From pre-sale to installation to post-delivery follow-up, we want to ensure that we maximize customer experiences to the fullest potential through continually inventing, refining, and optimizing our products.

This is an outstanding opportunity to join a team of pioneers keenly focused on making products that not only meet but exceed expectations. That ambition is reflected in our culture of ingenuity and attention to detail. But at the end of the day, it’s our people, not just our products, that make Samson a dynamic company to work for.

Samson Rope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

We are an Equal Opportunity Employer (Minority/Female/Disability/Veteran). Employment is contingent on a successful background and illicit drug screen.