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Help Desk Specialist Ii

3 months ago

Culver City, United States Jazwares, LLC Full time

At Jazwares, we believe an innovative idea can come from anywhere, and anyone. We work collaboratively to achieve our goals and we have fun doing it Jazwares, a Berkshire Hathaway company, is a leading global toy manufacturer with an award-winning, robust portfolio of wholly owned and licensed brands. Founded in 1997, Jazwares celebrates imaginative play with a progressive focus on identifying new and relevant trends to transform into high-quality products for consumers of all ages. Jazwares engages consumers through innovative play experiences with popular brands such as Squishmallows, Pokémon, Star Wars, CoComelon, Fortnite, AEW, Adopt Me, Hello Kitty, and many more. In addition to toys, offerings also include Metaverse gaming, costumes, and products for pets. Headquartered in Sunrise, Florida, Jazwares has offices worldwide and sells its products in over 100 countries.

The **Help Desk Specialist II** is responsible for assisting the System Administrator and includes all aspects of help desk support and end user technical assistance. They address a wide variety of user issues, including software problems, hardware failures, and network issues. When a user submits a ticket or otherwise contacts the help desk, IT Tech Support tracks the ticket/issue and works to identify and address the problem using standard practices and their own experience. You will be working with multiple end users on multiple and diverse issues simultaneously. If the issue is beyond their abilities, they must contact the appropriate department/personnel (such as a network specialist) or repair service. In addition to computer repairs, Help Desk Specialists may be required to troubleshoot other equipment, including printers, scanners, desk phones, and any specialized equipment.

**What you'll be doing**:

- Provide technical support to users of the company's IT systems, including computers, software, and peripherals
- Provide technical support to employees experiencing issues with A/V and web conferencing solutions
- Diagnose and resolve technical issues with equipment such as printers, scanners, desk phones, web conferencing equipment, and network equipment like switches and wireless access points
- On-board new users (e.g., set up new user accounts, passwords, permissions, hardware, software)
- Off-board separated users (e.g., remove users, reclaim software licenses, retrieve corporate assets)
- Provide training and guidance to users on how to use the company's IT systems
- Troubleshoot multi-factor authentication (MFA) issues
- Maintain and update the company's IT systems, including the telecommunications systems
- Monitor the company's IT systems for security breaches and other problems
- Implement and maintain security measures to protect the company's IT systems
- Document all their work in the corporate ticketing system, communicating with the users on ticket progress
- Maintain and update documentation on A/V and web conferencing solutions
- Work with other IT staff to maintain the company's IT infrastructure
- Escalate to Administrators, Engineers, and vendors as necessary to resolve more complex issues
- Stay up-to-date on the latest A/V and web conferencing technologies

**What we look for**:

- 3+ years of experience in technical support
- 1+ years of experience supporting A/V and web conferencing solutions
- 1+ years of experience supporting Google WorkSpace (pka G-Suite)
- Strong technical skills in hardware, software, operating systems, and networking
- Strong understanding of computer hardware and software
- Proficiency with both Windows and macOS operating systems
- Experience supporting MacBooks running the most recent versions of macOS
- Experience supporting Google WorkSpace (pka G-Suite)
- Advanced knowledge of Microsoft Productivity Suite, e.g., Word, Excel, Outlook
- Understanding of A/V technologies and web conferencing platforms
- Excellent customer service skills
- Ability to work independently and as part of a team
- Excellent written and verbal communication skills
- Ability to work under pressure
- Ability to meet deadlines
- Ability to learn new technologies quickly

**Preferred Qualifications**:

- Knowledge of IT security principles and practices
- Experience implementing and administering Google Meet hardware
- Experience with Solstice Pods
- Experience with Crestron Airmedia
- Experience administering Zoom and Zoom Webinars
- Experience with iOS and Linux
- Experience with Active Directory, Office 365, and other enterprise tools and platforms
- Experience with Amazon Web Services (AWS)

**Certifications and Licenses**
- Comptia A+, Network+, MCSA or equivalent

**Working Conditions**:

- **Environment**: Office
- **Schedule**: Regular Office; may occasionally require after hours as needed to support remote offices and events
- **Physical Requirements**: Medium; Lifting up to 50 lbs. Position also requires kneeling, going under desks, working in confined areas
- **Travel Required**: Yes - Limited