Help Desk Technician

Helpdesk Technician operating to provide broad-based support to Empire's user community. The position will encompass dynamic responsibilities, including support of existing systems, laptops, desktops, iPads, end-user applications, phones (virtual and physical), and Office 365. The selected individual will work closely with users and other IT professionals to ensure an excellent level of customer service

Major Duties

· Respond to requests for technical assistance in person, via phone, or electronically.

· Diagnose and resolve technical hardware and software issues

· Research questions and problems using available information (online, books, etc.) resources.

· Follow Standard Help Desk Procedures.

· Log all Help Desk Interactions via ITSM

· Administer and use the ITSM tool to keep track of all incidents and service requests.

· Identify and escalate situations requiring urgent attention.

· Track and route requests and document resolutions.

· Prepare Activity Reports.

· Stay current with system information, changes, and updates.

· Proactively support the Empire Merchants user community.

· Ensure that any requests assigned are completed in a timely fashion. Escalate to immediate supervisor if assistance is needed.

· Knowledge of Microsoft Products (Windows 10, Windows 11, iOS, MS Office, and O365).

· Basic knowledge of Active Directory and Intune.

· Support 8x8 Call Center end-user phones and software.

· Ability to configure and support wireless devices (air cards, cell phones).

· Ability to remotely diagnose and resolve hardware, software, and communications issues.

• Prepare and maintain technical documentation.
• Interact with Empire Merchants vendors for support.

Requirements

• 1+ year experience in providing user support

· Capable of working well with others.

• Ability to interact one-on-one to resolve users' issues.
• Ability to redirect problems to the appropriate resource.
• Strong organizational and time-management skills to manage multiple priorities in a fast-paced environment.

· Outstanding problem-solving skills

COMPENSATION & BENEFITS

Empire Merchants offers a competitive compensation package including:

• Salary Range: $45,000 - $75,000 plus annual bonus potential
• Monthly Automobile allowance, travel reimbursement
• 16 Observed Holidays, PTO, vacation accrual
• Health Plan options (medical, dental, vision, disability coverage, life insurance, parental leave, and other voluntary plans), 401K (with Company Contributions).
• Flexible Spending Account and Pre-Tax Transit Commuter Program, industry certifications (WSET), tuition reimbursement and more.
• The range is an estimate for this position. The company will evaluate a specific candidate's education, skills and experience when making an offer

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee frequently is required to stand, walk, sit, and climb or balance. The employee must occasionally lift and/or move up to fifty pounds. The employee must frequently lift and/or move up to ten pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

WORKING CONDITIONS AND ENVIRONMENT

This work environment characteristics described here are representative of those an employee encounter while performing the essential functions of this job.

While performing the duties of this job, the employee is regularly exposed to a normal business office environment and is occasionally exposed to work near moving mechanical parts and high precarious locations. The noise level in the work environment is usually moderate.