Help Desk Associate

2 weeks ago

Austin, United States UPLIFT Desk Full time
Job DescriptionJob Description

Job Description

The Help Desk Associate is responsible for assisting our end users with day-to-day technical needs and issues, with a focus on excellent customer service and desire to solve problems. They will investigate and resolve reported tickets by applying knowledge of computer software, hardware, systems, best practices and procedures. Escalate tickets to other help desk staff and/or 3rd party vendor support as needed to ensure complete resolution. The Help Desk Associate should be able to work in a ticketing system under limited supervision, with considerable leeway for taking initiative and using independent judgments. This position will also assist the IT manager, as needed, with basic discovery and documentation of more complex long-term projects.

Required Qualifications

  • Minimum of a High school Diploma (or equivalent) is required.
  • Minimum of three (3) years of IT help desk environment with the ability to learn quickly
  • An understanding of Microsoft operating systems, including common business applications such as Office, Adobe, and Google Workspace
  • Experience with both wired and wireless networking such as ADDS, DHCP, and DNS
  • Ability to assist in project work outside of normal 8-5 office hours as needed (rarely)

Preferred Qualifications

  • An Associate's Degree in Computer Science or Information Technology, or other technical certifications (A+, Network+, Security+)
  • Demonstrates excellent customer service and ability to balance routine tasks with complex problem solving in a work environment
  • Excellent documentation skills, with the ability to outline technical procedures to non-technical users
  • Experience with mobile device management through Intune and Autopilot.
  • Basic knowledge of automation tools such as PowerShell, Group Policy, Google Apps Script, or N8N

What You’ll Do

  • Provide first level onsite and remote support to end-users
  • Prioritize helpdesk requests based on severity while working through a ticketing system
  • Perform general troubleshooting of systems, network connectivity, printers, and cloud based services
  • Record, track, and document the help desk problem-solving process, including all successful and unsuccessful actions taken, to the final resolution.
  • Image and deploy new laptops and desktops and mobile devices
  • Install, modify, and repair computer hardware, software, and user permissions
  • Perform general proactive, preventative maintenance tasks on computers, laptops, and printers
  • Assist with e-discovery projects, document production and maintenance, backups, etc.
  • Assist the IT manager with projects, daily tasks and reporting as required
  • Perform general administrative tasks related to the IT function. You may be required to lift up to 50 lbs and/or work from a scissor lift

Benefits

  • A merit-based environment that rewards growth and accomplishment regardless of seniority
  • Generous paid time off
  • 4% 401K company matching with instant vesting (after one year)
  • Excellent group health insurance available to employees and dependents, including domestic partners (4 medical plans, 2 dental plans, and a vision plan to choose from)
  • Flexible spending account (FSA) for health care and child care costs
  • Company-paid & Supplementary Life Insurance; Long-term & Short-term disability
  • Free UPLIFT Desk (after one year)
  • 50% discount on all UPLIFT products
  • Free healthy (and not so healthy) snacks and drinks
  • On-the-job training and skills development
  • A supportive and engaging work culture that promotes healthy living

Position Details

  • Compensation: 
  • Type: Full-time
  • Employee Status: Regular
  • Work Schedule: Monday - Friday, 8am-5pm, 40 hours per week
  • Location: Austin, Texas

About UPLIFT Desk

As a fast growing, mid-sized Direct To Consumer (DTC) brand company, it’s our mission to deliver sincere, world-class customer service. We provide optimally designed, quality office solutions to customers. We focus on happier & healthier customers and employees

UPLIFT Desk has revolutionized the way people shop for office furniture. It all starts with our award winning UPLIFT Standing Desk, made even better when accessorized with our entire UPLIFT office furniture line. Our product line includes most furniture an office could need. We design office products that optimize customers’ comfort, health, and productivity. Our Product Development team focuses on designing the highest quality ergonomic office furniture. Then our Content team's ecommerce website offers customers the ability to configure products specifically to their needs. Our amazing Order Processing and Warehouse teams make sure we have inventory and ship orders the same day. Customers receive award winning support from our Sales and Customer Service and Warranty teams. We offer the best 15 year warranty in the business Our Interior Design and Contract Sales teams specialize in large office furniture layouts for commercial buildings that serve most Fortune 500 companies.

Award winning UPLIFT Desk is loved globally

  • Rated Best Standing Desk by New York Times Wirecutter 5 years in a row
  • Hundreds of thousands of happy customers around the world sit and stand at an UPLIFT Desk
  • Google reviews - 4.9 rating with thousands of reviews

We value our environment:

  • We plant 5 new trees in U.S. National Forests for every solid wood desk sold. By partnering with the National Forest Foundation, we're able to plant tens of thousands of new trees each year
  • Solar powered operations: Our Austin facilities produce over a megawatt of electricity through roof-mounted solar panels on three large warehouses
  • We use sustainable materials in our products. Some examples are:
  • Bamboo Desktops, Drawers, & Motion Boards: The world's fastest-growing plant, Moso bamboo is a grass that grows as quickly as an inch an hour
  • Eco Curve Desktops: Eco Curve desktops use 100% recycled MDF and have the lowest carbon footprint in the industry due to not using edgebanding, backer boards, adhesives, or solvents
  • Rubberwood Desktops: Pará rubber trees produce 99% of the world's natural rubber latex. The rubber production lifespan of these trees is exhausted after about 25-30 years. Our rubberwood desktops give the trees a second life

Equal Opportunity Employer (EEO)

UPLIFT Desk believes in building an organization whose staff reflects the true diversity of our community. We hire, promote, and reward employees based on results and professional performance. UPLIFT Desk provides equal employment opportunities to all employees and applicants without regard to religion, sex, age, sexual orientation, gender identity, race, creed, color, national origin, alienage or citizenship status, marital status, partnership status, ancestry, disability, or veteran status.

To all recruitment agencies: We do not accept agency resumes. UPLIFT Desk is not responsible for any fees related to unsolicited resumes.

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