IT Helpdesk Support

Who We Are
Munchkin is one of the most innovative and fast-growing consumer product companies in the world! With over 320+ patents under our belt, we continue to create solutions that leave our customers asking, "how did I ever live without this?" Recognized as #8 on America's Most Innovative Companies list by Fortune Magazine, innovation is the core of our company DNA and has been driving our designs for 30 years!
Founded in 1990, Munchkin has sold billions of dollars of products through our key retail partners: Target, Walmart and Amazon and has global distribution in over 50 countries. We are industry leaders in design and innovation with over 140 international product and brand design awards in the past 5 years and growing!
We lead with our core values and believe that investing in the community is our responsibility. We create opportunities for every child's potential and well-being through the Radiant Colors program, work to create a sustainable future, and in partnership with the International Fund for Animal welfare have committed to animal conservation.
After 30 years of being a leader in the baby industry, Munchkin is growing up and expanding our business reach to even more consumers with the launch of Curio, a highly curated line of home goods inspired by curiosity.
There is no better time than now to join Munchkin as we embark on our next and biggest growth journey moving us into technology focused, higher valued products, and household consumer goods. Munchkin is growing up and you could be the next influential leader to play a key role in driving enormous customer-centered value and rapid growth.
What You'll Do
The IT Helpdesk Support performs a wide variety of technical duties, including the support of the Company's IT infrastructure through diagnoses. A strong customer service mindset is the key to succeeding in this role. Other duties may be assigned as required.
Candidates must be able to work a flexible schedule; including early mornings, nights, weekends and holidays as required. Standard hours are 4 AM - 12:30 PM, Monday - Friday. Weekend schedules may vary, as needed.

• End user Support for PC, Mac, and Mobile solutions (Tablets/iPhone/iPad/Android)
• Provide first level contact and convey resolutions to user issues.
• Properly escalate unresolved queries to next level support.
• Support for warehouse equipment issues (Zebra label printers, Zebra handheld scanners)
• Remote support for approximately 50 offsite users via phone or remote assistance
• Track and monitor existing and potential computer problems. Analyze, research, and assist with resolving technical problems with software and hardware
• Identify recurring technical issues and fix root causes to enhance business productivity
• Build relationships with Warehouse Operations Team by spending time on warehouse floor to learn workflows to effectively assist with technical issues when they arise
• Maintains hardware and software asset library for the IT department
• Manage and prioritize multiple helpdesk requests for assistance concerning desktop, laptop, printer and other computer related problems Develop desktop procedures and training guides
• Setup handset and peripherals to in-house PBX system (Shoretel) and VoIP system (RingCentral)
• Provide support with various audio/video equipment for Zoom and Teams meetings/training
• Intermediate-level support for Microsoft Excel
• Maintain Network Printing. This includes basic queue administration, monitoring of traffic, and addition/deletion of print queues as needed

Assist IT Helpdesk Lead in various network administration and monitoring activities
Bring It!

• Bachelor's degree in computer science, information technology, or MCTS/A+ or equivalent certification with a minimum of 2 years of experience
• 2+-years of experience in a helpdesk support environment with proficiency in IT helpdesk software, such as FreshService and SysAid
• 2+ years of Microsoft/Office 365 and above and Active Directory experience
• 2+ years of experience in supporting warehouse equipment devices (label printers, handheld scanners)
• 2+ years of experience in supporting label software (i.e. Loftware, BarTender)
• Strong Desktop support skills including support for PC computers, with emphasis in Windows 10/11
• Ability to install, upgrade, and troubleshoot PC hardware
• Expert in PC and handheld operating systems hardware and software
• Proficient in supporting computers in a networked environment
• Knowledge of Helpdesk tools for tracking issues and resolution
• Functional knowledge of Microsoft Office 365 products
• Previous experience supporting Zoom and MS Teams Video Conferencing infrastructure
• Strong Customer Service Support skills with various levels of business users
• Strong collaboration skills to work in a team environment
• Possess the ability to interact with employees at all levels of the organization
• Excellent oral and written communication skills
• Sets high personal standards of performance and able to work with minimal supervision
• Flexible, willing, and able to do many different tasks - often changing assignments and priorities on short notice
• Bilingual in Spanish is a big plus, but not required
• Willing to occasionally travel overnight for work and/or training
• Able to lift 50 lbs.

We Got You Covered!
As a Great Place to Work Certified™ company, we are committed to offering the best to our employees. We offer a comprehensive benefits package that includes medical, vision, dental, prescription drug coverage, life insurance, wellness benefits, generous employer-matched 401(k) plan, Paid Childcare Leave, among other benefit plans. Our total rewards are top of market and includes competitive salary, bonus and opportunities to earn equity. We focus on supporting employee development and growth.
Salary range: $21.00-24.00/hour
To learn more, visit us at www.munchkin.com .
Munchkin welcomes and values what makes everyone unique. We're proud to be an equal opportunity and affirmative action employer. All hires to our team are based on qualifications, merit and business needs. We recruit, employ, train and promote regardless of race, color, religion, disability, sex, sexual orientation, gender identity, national origin, age, veteran status, genetic characteristic or any other protected status.
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