Help Desk Technician

Forest River•Elkhart, IN

4d•Onsite

About The Position

The Forest River IT team is growing! We are seeking a sharp, customer-focused Help Desk Technician to report to our VP of Technology. In this role, you will be the primary point of contact for our staff—using your technical expertise to solve problems, maintain systems, and ensure technology works seamlessly for everyone.

Requirements

Associate's degree preferred, with 5+ years of hands-on technical and customer service experience.
Strong interpersonal skills with a genuine focus on customer satisfaction.
Proactive self-starter with a strong sense of ownership and the ability to work independently in a fast-paced environment.
Outstanding written and verbal communication skills.
Solid working knowledge of Windows-based PC environments.
Proficiency with common software packages — Microsoft Office, Adobe products, AutoCAD, and similar tools.
Intermediate understanding of TCP/IP networking and the ability to troubleshoot connectivity issues.
Comfortable working with users of all technical skill levels.
Ability to design and deliver basic technology training materials.
Strong grasp of organizational policies and procedures — and the judgment to apply them.
Unwavering commitment to confidentiality and data integrity.
Reliable personal transportation required (business mileage reimbursed).
Personal smartphone required for departmental communications.

Responsibilities

Deliver hands-on technical support for hardware, software, mobile devices, and other technology tools — by phone, email, in person, or remote desktop.
Diagnose and resolve issues quickly; escalate complex problems to the right team member with full context.
Manage user accounts — password resets, unlocks, re-enablement, and identity verification.
Maintain up-to-date knowledge of company policies and assist in compliance efforts.
Contribute to and maintain Help Desk documentation, knowledge base articles, and procedural guides.
Assist in keeping the Help Desk web presence current and useful.
Log, track, and document all technical issues accurately and completely.
Produce clear written materials — correspondence, memos, reports, and presentations — using word processing and graphics software.
Stay current on emerging technologies and trends relevant to the role.
Pitch in on other related duties as the team's needs evolve.