IT Help Desk Technician

Famous Supply - Akron, OH

Full-time - Entry Level

Akron, OH

Merchant Wholesalers, Durable Goods

About the position

The Helpdesk, Tier 1 associate at Famous is responsible for providing technical assistance and support related to computer systems, hardware, and software. This role is essential for ensuring that internal customers receive timely and effective support, contributing to a positive and growth-oriented workplace culture.

Responsibilities

• Provide first point of contact for internal customers who need assistance with their computers, other relevant devices and/or software
• Provide technical solutions and advice to texts, emails, chats, calls and desk-side/in-person inquiries
• Assist with onboarding/offboarding associates and setup of equipment
• Manage requests for onsite and remote users including the use and access through VPN
• Troubleshoot, diagnose and resolve issues and escalate to other IT staff, when necessary
• Collaborate with other IT groups, such as Network, Infrastructure, and Development teams to learn adjacent skills
• Manage, update and maintain comprehensive documentation with standard operating procedures (SOP's) relating to problems that have occurred
• Follow run book procedures when responding to inquiries
• Track and document all questions/issues/inquiries in Helpdesk ticketing system
• Support technical inventory and asset management program
• Participate in the management of services used throughout the business such as physical security, cameras, mobile devices, etc.
• Manage access to various software systems used throughout the business as well as basic support

Requirements

• 1-3 years of IT Support and/or Helpdesk experience preferred
• Microsoft Windows 10/11
• Familiarity with Active Directory
• Some networking skills/knowledge
• Office 365
• Some MacOS is a plus
• Mobile phone (Android/iOS)
• Knowledge of ticketing systems/ticket triage
• VPN (client-side)
• Ability to diagnose and resolve technical issues
• Customer-oriented and service-minded
• Install, configure, and maintain various software applications
• Use of scripts for task automation
• Excellent verbal and written communication skills

Nice-to-haves

• Some MacOS knowledge

Benefits

• Health, Vision, and Dental Insurance
• Paid Time Off (Vacation and Holidays)
• Paid Maternity and Paternity Leave
• 401K Employer Match
• Bonus Opportunity
• Health and Wellness Coaching
• Fitness Reimbursement Program
• Associate Referral Bonus Program
• Learning and Development Opportunities
• Leadership Development Program
• Career Growth Opportunities