Desktop Support Technician

StickerGiant is an essential business that provides high-quality stickers and labels, fast turnaround, and excellent customer service to our customers. Our humble mission is to help people tell their story. Our customers count on us for continuous high-quality products, services, and speed. We value employees who are fully committed to StickerGiant, competent, and accountable to their team and bring their best every day. We run our company using Open Book Management practices which allows our employees to see, experience, and take ownership of our shared success together. 

The Desktop Support Technician plays a vital role by providing key support and immediate response to all Giants (AKA employees). You can gracefully handle both urgent and routine desktop support needs (such as new hire workstation setup) desktop support and troubleshooting. You enjoy digging into problems, troubleshooting the issue until it is resolved. You get involved in department technology projects such as desktop systems upgrades, support for software updates, and continuous improvement initiatives. You have a big heart, a passion for service to others, and the smarts to solve big problems. 

ESSENTIAL DUTIES & RESPONSIBILITIES

• Provide support for all end-user hardware and software; install, upgrade, maintain software/hardware on a consistent basis

• Manage the support request work queue, triaging requests as they are submitted by users, prioritizing the order in which requests will be addressed based on business and user impact, assigning requests to other IT team members as needed for resolution, and documenting the resolution of each request

• Build and deploy Apple desktop and laptop computers used both by Giants and machines on the factory floor

• Perform other activities including monitoring end-user backups, imaging, patch implementation, incident resolution, account maintenance, password resets, operating system upgrades and data migrations

• Conduct troubleshooting of hardware, software, and network issues within the IT systems environment

• Complete audio and video setups for public programs and meetings

• Develop and/or maintain step-by-step procedural documentation to ensure consistency in support service delivery

• Conduct IT orientation sessions for all new Giants and current Giants during hardware/software upgrades

• Track hardware/software inventory

• Support the planning and implementation of system upgrades

• Regularly discover and gather information about new systems and tools

• Offer other assistance in IT areas as needed

EDUCATION AND FORMAL TRAINING

• Bachelor’s degree in Information Technology, Computer Science, Engineering or related field

• 3+ years experience in desktop support for operating systems, applications installation, software troubleshooting 

• Appropriate certification preferred, not required

KNOWLEDGE, SKILLS, AND ABILITY

• Demonstrated understanding of IT support as a business function (IT Service Management (ITSM) practices, process documentation, protocols)

• Focus on customer service, ensuring requests are seen through to completion and to the customer’s satisfaction

• Exemplary written and verbal communication skills for working with customers

• Exemplary analytical thinking, organization, communication and time management skills

• Expert at resolving hardware and software-related errors

• Proficiency in work tracking software such as Jira Service Desk, Jira Software, or Asana

• Experience with Mac OS operating systems in a business setting (knowledge of Windows and Linux a plus)

• Ability to coordinate work with additional levels of internal or external IT support to resolve issues

• Ability to respond to calls on a rotational basis for early morning & evening business operations

• Advanced use of Google Suite products and Apple computer products

• Excellent documentation skills

• Knowledge of security best practices

• Basic troubleshooting skills for network and server equipment

STICKERGIANT WORKING CONDITIONS - COVID19

• StickerGiant is considered an essential business and we are committed to providing a happy, healthy, and safe environment for our Giants 

• We have addressed risks proactively which includes: prioritizing critical operations, communicating with employees and customers regarding all business changes, adhering to proper/recurring cleaning procedures, enforcing social distancing and the proper use of protective clothing and equipment (provided to all employees by StickerGiant), implementing teleworking where possible, and keep informed status locally 

• This position will require on-site and remote work, please inquire for more information

At StickerGiant we provide Equal Employment Opportunity (EEO) to all persons regardless of age, race, national origin, citizenship status, political opinion, social group, ethnic origin, marital status, union affiliation, union sympathy, physical or mental disability, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.