IT Support Technician I

IT Support Technician I

Join our IT team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June. Together, we build innovative and useful products that elevate people's lives everywhere, every day.

Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent!

Provide end-users, local and remote, technical support of desktop and laptop hardware and software. Research, analyses, and diagnoses problems with client systems including PC hardware and software, servers, peripheral equipment, and networks.

Installs, configures, upgrades, and troubleshoots computer software and hardware, including PC and Mac workstations, servers and peripherals, and network and voice cabling.

Assists in managing regularly used servers and services including e-mail, print and back-up servers, and their associated operating systems and software.

Creates and maintains user accounts, passwords, groups, mail aliases, and other system and network files.

Supports, maintains, coordinates, and troubleshoots network WAN and VPN connectivity.

Identifies and implements technologies and methods of using existing software to help users work more efficiently.

Initiates and/or has field contact with vendor support to resolve technical problems or make improvements with desktop computing equipment and software, servers, and software.

Establish and enforce incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframes.

Analyze performance of incident management activities and detailed resolutions, identify problems, and devise and deliver solutions to improve quality of service and to prevent future problems.

Design and enforce request handling and escalation policies and procedures.

Access software updates, drivers, knowledgebase, and FAQ resources on the internet to aid in problem resolution.

Track and analyze trends in incident reports and generate statistical reports.

Assess need for any system reconfigurations (minor or significant) based on incident trends and make recommendations.

Ability to work independently with minimal supervision.

Good multi-tasking and teamwork skills.

Strong analytical and problem-solving skills.

Excellent oral and written English interpersonal skills.

High School Diploma or equivalent.

2+ years of experience required in a technical role.

Customer service oriented, proactive, flexible and adaptable.

In-depth knowledge of Microsoft Office Outlook, Excel, Word, Visio, SharePoint (MOSS), etc.

Experience supporting remote users and offices, fixing and repairing computer hardware.

Solid grasp of PC and MAC experience.

Audio/Video meeting set-up experience.

Warehouse experience (label printers, scan guns, etc.)

Ability to support regular business hours, after hours, and weekend/holiday on-call support for all systems.

Ability to commute to the Data Center in Downtown Dallas, TX (1950 N. Stemmons Freeway) as needed.

Authorized to work in the United States on a full-time basis.

Associate's Degree or equivalent and specialized or technical training.

Experience in a Citrix/Terminal server environment.

CompTIA A+ and Network+ certifications.

BTEC/A 'Levels or equivalent and specialized or technical training.

Helen of Troy welcomes people as diverse as our brands. Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

Helen of Troy is an Equal Opportunity / Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

We will provide individuals with disabilities with reasonable accommodations to participate in the job application process. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000.

Founded in 1968, Helen of Troy is a prominent player in the global consumer products industry, offering diverse career opportunities across North America, South America, Europe, and Asia. We boast a collection of renowned brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June – many of which rank #1, #2, or #3 in their respective categories, making the Helen of Troy name synonymous with excellence and ingenuity.

At Helen of Troy, our strategy involves acquiring brands that we can integrate and enhance, amplifying their unique attributes to drive growth and profitability. Embracing a culture of collaboration internally and externally, we are committed to providing innovative solutions tailored to consumers, operational excellence, global scalability, and exceptional shared services to support our brand portfolio. This dedication to fostering development and success sets Helen of Troy apart as a pioneer in the industry, propelling our brands to unparalleled heights of success and recognition worldwide.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.