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Help Desk Technician

4 months ago

New Baltimore, United States Heritage Distribution Full time
Job DescriptionJob Description

A Helpdesk Technician provides essential technical support to users, addressing issues related to hardware, software, networks, etc. They create and maintain documentation, offer user training, and escalate complex issues to specialized teams when necessary. Strong communication skills and the ability to remain composed under pressure are vital for success in this role.

KEY RESPONSIBILITIES:

  • User support - Technical assistance, customer service, guidance and instruction, remote support.
  • Ticket Management - Documentation, communication, issue resolution.
  • Eclipse ERP support – supporting the company ERP system, user management, tracking down issues with Eclipse hardware, supporting password resets, etc.
  • Active Directory – Organization of objects, new user creation and removal
  • Asset management – Track and update company inventory
  • Microsoft Office 365 support – Both local office apps and the 365-cloud environment
  • Triage and escalate requests – for issues beyond our access or special knowledge

KEY SKILLS & KNOWLEDGE:

  • Bachelor's degree in Computer Science, Management Information Systems, or Information Security preferred.
  • 1-3 years in a technical support role
  • Certifications in A+, Microsoft 365 certification, and/or Google IT Support certification are a plus
  • Experience in wholesale distribution systems. Experience / working knowledge in Eclipse system is a huge plus.
  • Works well with other team members and associates.
  • Experience with Windows 10/11 and Linux.
  • Curious mindset and a 'never stop learning' mindset.
  • Strong communication skills that don’t give way to pressure.
  • Problem ownership.

The IT Department at Heritage Distribution Holdings is committed to delivering outstanding technology solutions and services. As a rapidly growing company, we believe in fostering a dynamic and inclusive work environment where innovation thrives. Our team is passionate, driven, and dedicated to providing top-notch support to our clients.