IT Service Desk Technician I

Full-time - Entry Level

Hybrid - Niles, IL

251-500 employees

Professional, Scientific, and Technical Services

About the position

The Bradford Group family of brands is a world leader in new product development, selling joy for the last 50 years. Our global organization consists of 8 business divisions ranging from jewelry, apparel, collectible coins, home decor to holiday and more. We concept, create, design and market our creative products directly to our customers, leveraging licenses with the biggest names in entertainment and sports to bring unique and curated products to customers across the globe. We are hiring for an IT Service Desk Technician I, who will provide support and troubleshooting for the desktop environment, manage communication between the company and the helpdesk vendors, and identify areas for improvement. This role also involves maintaining software and OS patching across the enterprise.

Responsibilities

• Provide day-to-day support for the end user community.
• Field incoming requests to the Service Desk via both telephone and e-mail/ticketing system to ensure courteous, timely and effective resolution of end user issues.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems, alert management to emerging trends in incidents, assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Provide on-call availability up to 10 weeks per year.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver desktop service levels.
• Perform hands-on fixes at the desktop level, including software installation and upgrade, hardware installation, file backups and recovery, and systems and applications configuration.
• Perform preventative maintenance, including workstations, printers, and peripherals checking and cleaning.
• Reinforce SLAs to manage end-user expectations.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal.
• Liaise with third-party support and PC equipment vendors if necessary.
• Test fixes to ensure problem has been adequately resolved and perform post-resolution follow ups to help requests.
• Assist in the maintenance of an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Assist employees in the offices outside of Niles and Bensenville, including Jacksonville, FL, Oxford, Canada, Australia, and China offices with desktop and laptop support.

Requirements

• Bachelor's degree in Computer Science, Information Technology or related field, or equivalent experience.
• 2+ years IT work experience preferably in desktop and/or server support.
• Experience with equipment and software standards, procedures and procurement.
• Excellent communication skills-both written and verbal.
• Familiarity with fundamental principles of ITIL (required) and IT Service Management Principles.
• HDI Help Desk certification.
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Benefits

• Competitive compensation plan
• Employee Stock Ownership Plan (ESOP)
• Professional Development Program
• Mentor Program
• LinkedIn Learning
• Continuous performance management and development structure
• Hybrid work environment
• Generous, front-loaded PTO and holiday package
• Annual health fair
• Onsite fitness center
• Business Casual Work Environment
• Health and Dental Insurance
• Vision, Life Insurance, Disability Insurance
• Paid Time Off (PTO)
• Direct Deposit
• Credit Union
• Flexible Spending Accounts
• Health Savings Accounts
• Employee Assistance Program
• Employee Referral Bonus Program
• 401(k)
• Profit Sharing
• Tuition Reimbursement
• Toastmaster's memberships
• Peer Recognition Program
• Product Discounts