Helpdesk Technician 1

Natural Alternatives International•Carlsbad, CA

2d•Onsite

About The Position

The Helpdesk Technician is the first point of contact for end users seeking technical assistance and is part of NAI’s Technology Services Department. Under the supervision of the IT Manager and general supervision, the role provides technical support by phone and in person, troubleshoots basic hardware, software, printer, and workplace technology issues, and assists systems administrators with network and server issues as needed. The technician supports IT-managed products and services, resolves Tier 1 tickets, and escalates complex or high-priority issues to appropriate IT staff. The position may also work on IT projects and help maintain corporate network, server, and network-appliance reliability and integrity.

Requirements

At least 2 years of experience with Windows 10 or later and Active Directory and Azure.
Experience with Microsoft Office 2013 or later and Office 365 administration.
Mobile device administration experience.
Fluency in networking concepts including DHCP, DNS, and TCP/IP.
Experience with disk imaging and PC deployment.
PC hardware troubleshooting experience.
Experience managing and maintaining printers and copiers.
Mastery of written English grammar, including sentence structure, spelling, and punctuation.
Good verbal communication skills and ability to interface with and make recommendations to users at all organizational levels, including C-suite staff.
Diplomacy, composure, good judgment, and ability to adapt quickly to changing circumstances.
Strong troubleshooting and problem-solving skills, including the ability to react quickly to varied system software and hardware issues.
Ability to pursue goals and objectives efficiently, understand priorities, and manage activities in line with department goals.
Good organizational skills and ability to be a self-starter.
Ability to work as a team member and support department peers and superiors, including facilitating discussions, mediating, and participating in team processes.
Ability to recognize personal limitations and seek assistance or training when needed.
Ability to meet the physical demands of the job, including lifting up to 50 pounds.

Nice To Haves

Familiarity with Sarbanes-Oxley (SOX) requirements applicable to Information Technology.

Responsibilities

Represent Information Technology staff, teams, and services effectively, professionally, and respectfully to the company’s users.
Resolve Tier 1 helpdesk tickets and elevate complex or high-priority problems to appropriate IT personnel.
Provide support for IT-managed products and services, including answering questions, troubleshooting, instructing users, and communicating policy.
Troubleshoot printer issues and resolve difficulties with the ERP system.
Determine effective approaches to resolving users’ technical issues and conduct research and in-depth troubleshooting.
Consult with full-time staff when necessary.
Follow up verbally or by email to verify that proposed solutions resolve users’ problems.
Work on IT-related projects assigned by the supervisor.
Assist in managing the corporate network and maintaining the reliability and integrity of servers and network appliances through monitoring, documented procedures, and applications such as antivirus software and monitoring tools.
Manage multiple projects and tasks simultaneously.