IT Help Desk Technician

If you want to work with a purpose-driven organization that has a family culture, keep reading! Famous is a place for positive, growth-oriented, high-performers, not someone who’s just interested in another “job” where time is traded for pay.

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The Helpdesk, Tier 1 associate is responsible for providing technical assistance and support related to computer systems, hardware, and software. This position responds to requests, isolates problems, and determines solutions and escalates as needed. This position requires an individual to be ON SITE at our Akron, Ohio location and the shift starts at 6:00 am Monday through Friday, with two 3-hour Saturday shifts per month, (8:00AM-11:00AM) on a rotating basis.

Responsibilities:

· Provide first point of contact for internal customers who need assistance with their computers, other relevant devices and/or software

· Provide technical solutions and advice to texts, emails, chats, calls and desk-side/in-person inquiries

· Assist with onboarding/offboarding associates and setup of equipment

· Manage requests for onsite and remote users including the use and access through VPN

· Troubleshoot, diagnose and resolve issues and escalate to other IT staff, when necessary

· Collaborate with other IT groups, such as Network, Infrastructure, and Development teams to learn adjacent skills

· Manage, update and maintain comprehensive documentation with standard operating procedures (SOP’s) relating to problems that have occurred

· Follow run book procedures when responding to inquiries

· Track and document all questions/issues/inquiries in Helpdesk ticketing system

· Support technical inventory and asset management program

· Participate in the management of services used throughout the business such as physical security, cameras, mobile devices, etc.

· Manage access to various software systems used throughout the business as well as basic support

Technical Skills:

· Microsoft Windows 10/11

· Familiarity with Active Directory

· Some networking skills/knowledge

· Office 365

· Some MacOS is a plus

· Mobile phone (Android/iOS)

· Knowledge of ticketing systems/ticket triage

· VPN (client-side)

· Ability to diagnose and resolve technical issues

· Customer-oriented and service-minded

· Install, configure, and maintain various software applications

· Use of scripts for task automation

· Excellent verbal and written communication skills

Experience:

· 1-3 years of IT Support and/or Helpdesk experience preferred