The IT Helpdesk Associate will join a small team that provides technical support to staff on all company supported platforms, devices and applications. You will have the opportunity to work across all functions solving impediments to production, efficiency and security interacting with several different technologies from Retail point of sale to cloud operations and SaaS apps.  You’ll assist in managing all aspects of the help desk ticket queue, including producing reports based on management requests.  Working with external partners, we are charged with responding to user requests (via text, phone, Slack, and email), prioritizing, managing the user expectations through prioritization and delivering excellent service through efficient execution.  To support our growth, there are several infrastructure enhancement and upgrade projects underway from SOX controls adoption and SaaS platform consolidation to network upgrades.

Salary: $64,480.000 - $76,700.00 

What You’ll Do

• Answer staff questions in person and via e-mail, SMS, chat, or telephone regarding all company supported applications. Ecomm, ERP, Microsoft O365, Google-Workspace, Google Cloud Platform and dozens of SaaS apps.
• Serve as liaison between The IT technical staff and the company at large as a primary user account admin for all user apps, including but not limited to - Active Directory, Google Workspaces, Office365, MS Office Suite, Barracuda Cloud Control, Zoom.us, Slack, LastPass, Jira, and others.
• Troubleshoot computer problems and perform software installations and configurations.
• Provide accurate classification, response, escalation, updates, and resolution of tickets via Jira Help Desk software.
• Create documentation of resolutions to common problems for future reference.
• Image and configure computing hardware.
• Maintain an accurate hardware inventory in the asset management database.
• Document procedures to identify systemic issues in the environment and report to management on the same.  
• Document and track user accounts for all applications and services.
• Create how-to documents for users on commonly asked questions and publish on company intranet.
• Manage updates of IT intranet page.
• Other duties and responsibilities as assigned by management.

What You Have

• Direct interaction with staff requires strong interpersonal skills, with a “can-do” customer focused attitude, and a healthy dose of patience and understanding.
• Advanced knowledge of Windows 7, 8, and 10, 11, Apple OSX, iOS and Android OS is required.
• Ability to learn and support new applications and office hardware.
• Ability to troubleshoot basic computer hardware and software issues.
• Desire to develop new skills and grow on the job.
• Excellent verbal and written communication skills.
• Demonstrated ability to multitask and time manage.
• Must be able to adapt to a changing work environment.
• Experience working in fast-paced or startup environment; able to adapt to demands of competing work priorities.

Working Environment

• This position will work in a variety of work environments including:
  • Operations: Indoor manufacturing facility with controlled temperatures; may be exposed to bright lighting, loud equipment, airborne particles, and moving mechanical parts.
  • Retail: Indoor facility with controlled temperatures; may be exposed to bright lighting, loud equipment, airborne particles, and working in proximity with customers and staff.
  • Office: Professional office environment and routinely uses standard office equipment such as computers, phones, copiers and filing cabinets.
• Frequent travel may be required, must be able to travel to different locations throughout particularly during peak times.
• This role will require 40% on-site/ in-office presence.

Job Requirements

• Work revolves around objectives, projects and priorities, not hours; must be able to work weekends, holidays, and occasional overtime as needed.
• Must be able to stand, walk, lift, sit, and bend for a majority of their work schedule.
• Must be able to travel to other office locations.
• Ability to use computer and calculator for 8 hours or more.
• Required to have a valid driver’s license
• Must be 21 years of age or older.
• Must comply with all legal or company regulations for working in the industry.
• Selected candidate will be required to complete a post offer, pre-employment background check with the local law enforcement or San Jose Police Department.