IT Help Desk Technician

Exxel Outdoors LLC • Tupelo, MS

7d • Onsite

About The Position

The Help Desk Technician provides crucial IT support, assisting users with hardware, software, and network issues via phone, email, or chat, focusing on diagnosing problems, offering step-by-step solutions (like password resets, software installs), escalating complex cases, documenting tickets, and ensuring a smooth user experience through patience and clear communication, acting as the first line of defense for technical challenges. This is a great opportunity for someone with strong analytical, strategic planning, and communication skills. We are looking for an Analyst who can excel at being the main IT contact for troubleshooting internal problems while developing and implementing the company’s tech strategies and solutions. Exxel Outdoors offers great benefits, product allowance, generous employee discounts, and awesome people to work with. We can’t wait for you to join our team.

Requirements

• BS or BA degree in Computer Science or equivalent education and experience.
• Familiarity with Dell & Apple.
• Familiarity with Cloud computing environments.
• Fluent in Microsoft Operating Systems, Microsoft 365 applications, Active Directory, remote support tools.
• Solid understanding of network concepts (TCP/IP, DNS, DHCP).
• Superior interpersonal and communication skills – ability to thrive in a team environment Effective Communication: Speaks to both technical and nontechnical audiences with ease.
• Initiative – ability to work and achieve objectives independently.
• Ability to manage multiple tasks at one time and meet deadlines.
• Strong Problem Solving and Process Improvement Skills and evaluative: Understands complex business issues and how to solve them through technology.
• Experience in working with complex business solutions with multiple offices, distribution centers, and manufacturing facilities preferred.
• Demonstrated ability to work with the Executive Management of an organization. Ability to meet deadlines, to conduct and direct research into IT issues and products, and to take initiative in the development and completion of projects, while also managing multiple concurrent projects.
• Strong organizational skills.

Nice To Haves

• Possession of certifications as listed below desired.
• Knowledge of Business Central (MS Dynamics), Concur, Web Services, Adobe, VPNs, password managers, system and network security, etc., desirable.

Responsibilities

• Respond to inquiries and resolve technical issues for users (employees or customers).
• Diagnose and fix problems with operating systems (Windows, macOS), applications (Office 365, email), hardware (printers, PCs), and basic network connectivity.
• Maintain our Active Directory (Users, Security Groups, Policies, etc.)
• Log, track, and manage support requests in our help desk system.
• Guide users through fixes remotely using screen sharing tools.
• Set up new user accounts, install software, and configure devices including computer and phone setup, and provide basic systems training.
• Decommission user accounts as required.
• Manage inventory of software licenses and roster of recurring subscriptions including Microsoft 365, Defender, SharePoint, third party apps, VPN, anti-viral, password keepers, etc.
• Refer complex or unresolved issues to the IT Manager.
• Create and update knowledge base articles and training materials.
• Partner with CFO/COO & IT Manager to establish and enforce organization policies and standards.
• Maintains, analyzes, troubleshoots, and repairs workstations (Windows & Apple), hardware, software, and computer peripherals; both Onsite and Remote.
• Support our distribution center devices including Zebra Printers, USB hand scanners, and Symbol RF Guns.
• Develops and maintains updated Common Operating Environment (COE)
• Track and maintain inventory of all company assets.
• Collaboration: Leverages the strengths and unique perspectives of others within the organization and works with all stakeholders to reach a solution.
• Work effectively and thrive as a member of various work groups to bring greater value to the overall organization.
• Maintains a clean work area, and equipment closet while also organizing inventory both physically and in a tracking system.
• Find new and innovative approaches to performing the business at hand.
• Effectively manage multiple concurrent projects successfully.
• Possess knowledge of basic network troubleshooting and be able to work with the IT Manager in maintaining our infrastructure setup if required.
• Will assist the IT Manager with annual budget preparation and periodical variance analysis.

Benefits

• Exxel Outdoors offers 2 Medical Plans, Dental, Vision, Life Insurance, programs for additional life insurance for self, spouse, and family, critical illness, short-term disability, long-term disability, and pet insurance.
• All employees receive 60% off MRSP on all our company websites, in addition to discount programs from many outdoor industry companies through Pro-Deals.
• Each year, every employee receives a $200 allowance to buy any company product, plus you still get the discount on any items purchased.
• Exxel offers time off in vacation, sick and Holiday pay.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 101-250 employees