Job Description

Position Summary:

The Service Desk Technician has primary responsibility to provide desktop support for a broad range of technologies and end-users across multiple areas of the business. This role responds to reported incidents, problems and requests with accuracy and in a timely fashion. The Service Desk Technician is responsible for answering IT requests via phone or email and provide solutions by explaining resolutions clearly and concisely to internal customers. This role will be working on-site at our Home Office in Massillon, OH.

Essential Functions

· Provide first level technical support for store and home office personnel.

· Provide Workstation/Laptop support for store and home office personnel.

· Provide hardware support for stores and home office personnel (including but not limited to desktops, laptops, peripherals, multi-function printers, VoIP phones, tablets, and smartphones).

· Provide software support for critical and non-critical business applications for store and home office personnel.

· Provide user account support including provisioning, deprovision, and maintenance for network and application systems.

· Communicate with software/hardware vendors to resolve more complex issues.

· Track software/hardware licensing and support in IT Asset Management solution.

· Document and record all issues in IT Service Management solution (ITSM).

· Escalate complex issues to senior technicians or system administrators as needed.

· Create, follow, and maintain detailed standard IT operating procedures to ensure efficient and repeatable processes.

· Assist with IT projects and objectives as needed.

Key Competencies :

· Proficient using Microsoft Windows 11 as day-to-day Operating System.

· Familiarity with common line of business applications (Teams, Outlook, Word, Excel, Adobe).

· Familiarity with managing computers, users, and groups using Microsoft Active Directory and Office 365

· Basic understanding of core computer network fundamentals (TCP/IP, OSI model, switching, routing, firewalls).

· Basic Computer Hardware/Software troubleshooting skills

· Excellent customer service and interpersonal skills.

· Excellent organizational skills.

· Strong oral and written communication skills (technical and non-technical).

· Ability to collaborate in a team environment and maintain a positive attitude.

· Ability to travel occasionally for up to 3 hours as required to retail store locations (reliable transportation required).

· Ability to respond to store and home office personnel after-hour and weekend requests.

· Motivation to learn new skills.

Education, Experience, and Certifications:

· 1-2 years of prior experience in IT support or service desk or help desk role preferred

· Previous experience with Halo ITSM or equivalent Service Desk solution a plus

· CompTIA A+ preferred

· CompTIA Network+ preferred

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