IT Help Desk Associate

About the Position

The person selected will help support our users and our network. Duties will include technical and operational IT troubleshooting and resolving store issues, maintenance of hardware and software, and installing new software and hardware. The team provides remote end-user support as well as installation and 24-hour monitoring of systems and emergency service.

Key Responsibilities

• Provide remote support to retail stores and corporate offices, effectively addressing hardware, software, and connectivity inquiries.

• Troubleshoot and resolve ISP outages and network configuration issues involving Sonicwall, PoE switches, and Wireless Access Points (WAPs)

• Deploy, configure, and support specialized equipment, including thin clients, Zebra scanners/tablets, and security camera systems.

• Collaborate with and escalate issues to third-party vendors for advanced remote support when necessary.

• Perform user account management, including basic Active Directory administration and Multi-Factor Authentication (MFA) troubleshooting.

• Configure, maintain, and troubleshoot local and network printers.

Qualifications & Skills

• Strong proficiency in supporting Windows 11, macOS, and various mobile device platforms (iOS/Android).

• Solid understanding of networking concepts with the ability to troubleshoot infrastructure, ISP connections, and hardware.

• Working knowledge of Active Directory and MFA systems.

• Proven ability to patiently and clearly guide non-technical staff through technical troubleshooting steps over the phone.

• Experience with Zebra mobile devices is a plus.
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