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Title

Service Desk Technician I 

About the Organization Brownells, A 2nd Adventure Group Company
At Brownells, we Empower the Spirit of Independence and Adventure. Our passion is connecting gunsmiths, firearm enthusiasts, collectors, hunters, competitors, and protectors with products that outfit and enhance their spirit of independence and adventure.

Brownells is the preeminent all-things-firearms company in the world. Founded in 1939 in Montezuma, IA, Brownells' storied history of connecting firearm and firearm accessory manufacturers with freedom-loving customers is unrivaled.

We believe the spirit of independence and adventure is a mindset - in the office, on the range, in the field or with your family. It is the foundation - and reason - for everything we do.

Our values:
• R.I.C.H. (Respect, Integrity, Courage, Honesty)
• Power of the Platform (collectively leveraging our unique brands)
• Purpose Driven Performance
• Relentless Creativity & Innovation
By joining Brownells, you will help us inspire, educate, and outfit adventure-minded, freedom-lovers across the world with products that outfit their passion.

Why Adventure With Us
Put simply, our adventure is fun! If working in a fast-paced, hobby-based business where growth and exploring new frontiers every day excites you, then WE WANT YOU!

Our team is diverse, inclusive, and obsessed with new ideas. We put our customers and employees and their families at the forefront. As a third-generation, family-owned business, we understand the need for a great benefits package, professional develop opportunities, adventure incentives and most importantly, flexibility in schedules to allow for the most time possible with your loved ones.
 
Division Brownells  
Full-Time/Part-Time Full-Time  
Description

Adventure Summary

This position is responsible for ensuring the proper day-to-day operation of technology applications and equipment. Provide system wide as well as desk-side assistance in resolving technology support issues. Performs installations, repairs, upgrades, backups, and other maintenance tasks. Detects, analyzes and resolves problems in commonly used business applications as well as phone applications. Requires moderate skill sets and developing proficiency within discipline. Conducts tasks and assignments as directed. Contributes to team objectives and outcomes as guided. Moderate supervision with some latitude for independent judgment. Limited problem-solving responsibility while working under defined guidelines. May consult with senior peers on general projects.

 
Position Requirements

What You Will Do

Main Duties & Responsibilities:

  • Answers, evaluates, and prioritizes incoming e-mail, in-person, telephone, and voice mail requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
  • Handles problem recognition, research, isolation, resolution and follow-up for routine computer user problems, referring more complex problems to supervisor or technical staff.
  • Applies knowledge of applications, software, hardware, and networks in troubleshooting user issues with moderate supervision.
  • Appropriately troubleshoots computer, warehouse, and retail hardware and software with moderate supervision.
  • Installs and/or images computers, software, and peripheral equipment.
  • Escalates issues using appropriate progression to internal MIS staff, management, and/or vendors.
  • Acts as the first point of contact for help desk support and assist Level II or Lead with more complex tickets.
  • Interviews users to collect information about problems and leads user through diagnostic procedures to determine the source of error.
  • Consults with programmers to explain software errors, or to recommend changes to programs.
  • Assumes responsibility for continuously expanding and updating professional knowledge and training skills in order to provide superior technical support
  • Logs and tracks requests using content management software, and maintains historic records and related problem documentation.
  • Maintains familiarity with software and hardware documentation.
  • Follows change management policies.
  • Authors how to articles for customers based on interaction and need with assistance.
  • Coaches users on software and hardware operation and maintenance.
  • Creates documentation on how-to resolve and/or troubleshoot issues internally.

 

 

What You Will Need

Education and Experience

  • AA Degree in IT or Business-related field required, BA/BS degree preferred but not required
  • Three plus years of Help Desk technician experience required
  • Experience with service management and Agile methodologies preferred
  • Experience working with and deploying Windows Operating Systems
  • Customer support experience
  • Experience with local area and wireless area networks
  • Experience with Microsoft Office and/or Office365

 

 

Knowledge & Skills

  • Budgeting

 

Leadership Competencies

  • Executing the Mission
  • Living the Core Values
  • Communication and Interpersonal Effectiveness (L2)
  • Creativity and Innovation (L2)
  • Customer Focus (L2)
  • Teamwork and Collaboration (L1)
  • Testing Quality and Assurance (L1)
  • Installation and integration (2)

 

Physical Demands

Light work. Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds. Even though the weight lifted may be very little, a job is in this category when it requires a good deal of walking or standing, or when it involves sitting most of the time with some pushing and pulling of arm or leg controls. To be considered capable of performing a full or wide range of light work, you must have the ability to do substantially all of these activities.

 

Physical Hazards – Health and Safety Concerns

  • General office environments
  • Ergonomics

 

Where You’ll Be Located

Grinnell, Iowa

 

Live Your Adventure!

Brownells is a subsidiary of 2nd Adventure Group. At 2nd Adventure Group, our mission is to provide a platform to connect people with their passions. Our brands are aligned to empower people to be inspired, educated, and outfitted for a lifetime of enjoying and sharing the spirit of adventure. Our sister companies include: Crow Shooting Supply, Sinclair International, AR15.com, W.L. Baumler Co. and Big Springs Range Complex.

 

DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. In addition, the employer may consider whether the individual applying for or holding the position is qualified. There are two steps involved in this determination. The first concerns whether the applicant or current employee satisfies the prerequisites for the position. The second step involves whether or not the person can perform the essential functions with or without reasonable accommodation.

 
EOE Statement Brownells, Inc. is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, creed, color, religion, national origin, physical or mental disability, protected veteran status, age, genetic information, marital status, pregnancy, sexual orientation, gender identity or any other characteristic or status protected by law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at careers@brownells.com and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this e-mail address.

For more information, view the EEO is the Law Poster and Pay Transparency Statement.  

This position is currently accepting applications.

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