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Title

Help Desk Technician II - CA 

EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Category Information Technology  
Description

JOB PURPOSE

Help Desk Technician II provides technical and application support to end users on issues related to hardware and software performance, maintenance and the use of enterprise and desktop applications and reports. This position interacts with the user community to gather information, communicate effectively, and deliver solutions to various platforms of technology.

ESSENTIAL FUNCTIONS AND OTHER DUTIES

  • Answer and respond to help desk calls and emails and gather relevant information.
  • Administer the help desk tracking software; log and prioritizing incoming requests.
  • Escalate calls as required, providing necessary information to recipient
  • Follow up on outstanding calls and update software accordingly
  • Provide status updates to requestors
  • Complete and coordinate new hire, employee exit and move requests.
  • Extensive communication and collaboration with the IT and Warehouse teams at the Corporate Office.
  • Provide miscellaneous solutions whenever possible. Solutions may include:
    • Resetting passwords
    • Dispatching new and replacement equipment
    • Software installation and support
    • Application support
    • Printer maintenance and queue set up
    • RF access points
    • Email software maintenance/ management
    • Remote User VPN support
    • Network security administration

Collaborate with the Warehouse Systems SME on various projects

 
Position Requirements

KNOWLEDGE/SKILLS/ABILITIES

  • Knowledge of basic PC and application package support
  • Flexible/agile
  • Positive outlook
  • Strong customer service skills
  • Strong organizational skills
  • Proficient oral and written communication skills
  • Attention to detail/accurate/complete
  • Strong active listening skills
  • Ability to work in a team environment
  • Demonstrates accountability to the team and follows through on commitments
  • Ability to work under pressure taking on challenging situations with tight deadlines and competing demands.

 

EDUCATION AND EXPERIENCE

  • Associate degree or professional work experience
  • Minimum two years of help desk or application support experience
  • Client support experience with networks, thermal laser printers, RF equipment and telecom
  • Experience and understanding with issues on systems, laptops, desktops, and printers
  • Basic network troubleshooting skills
  • Strong Microsoft Windows and Office Application troubleshooting skills
  • Experience creating users and resetting passwords in Active Directory
  • Experience configuring packaged Warehouse Management software (JDA and/or Manhattan preferred)
  • Must be fluent in both English and Spanish

 

WORKING CONDITIONS

  • This position requires a substantial amount of interaction with the user community to gather information, provide status updates and deliver solutions
  • The noise level in the work environment is usually quiet to moderate
  • Extended hours on occasion to provide after-hours support

 

PHYSICAL DEMANDS

  • While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers to do tasks such as writing, typing, installing software, and installing or moving hardware, etc.
  • The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required to perform this job include close vision
  • Must be able to lift 30 lbs.

 

 

 
Full-Time/Part-Time Full-Time  
Exempt/Non-Exempt Non-Exempt  
Location Riverside  
About the Organization Founded in 1987, HoMedics is a leader in consumer health, wellness, home environment, consumer electronics, and lifestyle products. Our family of brands includes HoMedics, the #1 brand in massage; HMDX Audio and JAM Audio, makers of the top-selling Bluetooth® speaker in America; and The House of Marley, a high-performance audio brand developed in partnership with the Bob Marley family. We distribute our products to more than 60 countries throughout North and South America, Central America, the Asia-Pacific region, and Europe, Africa, and the Middle East.  

This position is currently not accepting applications.

To search for an open position, please go to http://homedicscareers.appone.com



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