Skullcandy
  • Park City, UT, USA
  • Full Time

Comprehensive Benefits Package Offering


Our Information Technology team is looking for a high-energy problem solver, with great customer service skills to join our team. The Helpdesk Technician's primary role will be to solve day-to-day helpdesk tickets and assist employees with software and hardware problems

A day in the life of a Helpdesk Technician looks like:

60% End Users Support

  • Support the Helpdesk Department by resolving employee ticket requests in a timely manner
  • Provide end users support for any IT issues.
  • Onboard and train new users on the different IT tools
  • Set up equipment for employee use, performing or ensuring proper installation of peripherals, operating systems, and appropriate software
  • Help remote users all over the world and occasional 24/7 support during off hours
  • Ability to proactively solve problems, and predict trends from end users
  • Monitor Zendesk ticketing systems and assign tasks to appropriate users
  • Provide Desktop and Mobile Support on platforms that include Windows or Mac
  • Support and troubleshoot conferencing hardware and software (Zoom/ Cisco)

20% Reporting

  • Create Helpdesk reports to provide tickets trends
  • Create documentation for new/existing users.

10% Vendor Interaction

  • Interact and purchase equipment from different vendors for peripherals and IT equipment

10% Ad Hoc Duties

  • Assist IT department with various projects.
  • Occasional travel to remote offices.
  • On-call availability as needed by the business to respond to outages.

To love and be successful in this job, you will need to possess the competencies, skills and education listed below.

Education:

  • BS or BA in computer science or 1-2 years in equivalent IT position
  • IT related certifications (CompTIA A+, Net +, Cisco CCENT etc.) preferred

Competencies

  • Proactive learner: desire to learn new things and put the learning into practice
  • Excellent Customer Service Skills a Must
  • Experience working in a team-oriented, collaborative environment
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Hands-on hardware troubleshooting experience.
  • Office 365 Administration
  • Windows Active Directory User Management
  • Ticket Prioritization
  • Desktop Support with proficiencies in Windows 10 and Mac OSX
Skullcandy
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