IT Helpdesk Support Representative

November 09, 2021 2 min read

Kerusso Careers

 

IT Helpdesk Support Representative  

The purpose of the IT Helpdesk Support Representative is a promise to our company leaders to deliver, maintain and manage Kerusso Activewear, Inc., on-site and remote sites nationwide level 1 and level 2 technical assistance to our employees. An excellent Helpdesk Support Representative is an IT Generalist that has good technical knowledge and can communicate effectively to understand the problem and explain its solution. Responsibilities include resolving network issues, configuring operating systems and using remote desktop connections to provide immediate support. You will use email and chat applications to give employees quick answers to simple IT issues.

Responsibilities:

  • Serve as the initial point of contact for employees seeking technical assistance
  • Perform local and remote troubleshooting with diagnostic software, techniques and questions
  • Take ownership of employee issues, drive problem resolution of software and hardware issues
  • Research, diagnose, troubleshoot and identify solutions to resolve system issues including account setup and network configuration
  • Track computer system issues through to resolution, within agreed SLAs
  • Multi-Channel technical support of Kerusso employees including in-person, phone, email or chat
  • Properly escalate unresolved issues to appropriate support teams
  • Provide prompt and accurate feedback to management and employees
  • Ensure all issues are properly logged and updated in ticket system
  • Prioritize and manage several open issues at one time
  • Follow up with employees to ensure IT systems functionality
  • Prepare accurate and timely reports for Management
  • Prepare technical documentation, support notes and document repository
  • Build and maintain excellent working relationships with the employees
  • Participate in regular IT staff meetings to provide updates and feedback on all helpdesk efforts

Requirements & Experience:

  • Determine the best solution based on the issue and details provided by the employee
  • Ability to diagnose and troubleshoot basic technical issues
  • Ability to provide step-by-step technical help, both written and verbal
  • Share feedback or suggestions to the appropriate support team
  • Identify and suggest possible improvements on procedures
  • Possess excellent problem-solving and communication skills
  • Service-oriented, people-centric and willingness to assist
  • Hands-on experience with Windows/Mac OS environments
  • Experience with Microsoft operating environments including, Server Applications, SQL, Windows 10, Windows Server, Office, Office365, Active Directory, Group Policy, PowerShell, Dynamics etc.
  • Broad understanding of computer systems, mobile devices, office automation, databases and computer peripherals, be proficient in initial trouble shooting of printer, scanner and including “plotter”
  • Familiarity with remote desktop applications and help desk software (eg Zendesk, Panorama9)
  • Able to travel to jobsites, training, and remote locations as required
  • Ability to provide on-call, after hours support as required
  • Mobile Device management and Air Watch to manage IPhone and IPad support tool or similar technology
  • VoIP experience a plus (8x8, RingCentral, Mitel, Cisco, etc.)

Compensation and Benefits:

  • Casual Dress Code
  • Medical, Dental, Vision
  • Life Insurance Benefits
  • 401k Program with Employer Matching Funds
  • Paid Vacation, Sick & Personal Time Off

Required Education or Years of Experience:

  • Associates Degree or equivalent, relevant work experience
  • 2-3 Years of experience in this field

Job Type: Full-time

Location

  • The role is based on-site at our company headquarters in BERRYVILLE, AR. 1 HR east of Fayetteville, Springdale, Rogers, and Bentonville, and 45 minutes south of Branson, MO.

    Click here to apply - https://www.kerusso.com/pages/kerusso-employment-application-section-1





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