IT Help Desk Technician

IT Help Desk Technician

We are looking for an IT Help Desk Technician to join our Tupelo, MS team! This role is perfect for someone who enjoys troubleshooting, supporting users, and keeping technology running smoothly.

POSITION SUMMARY:

The Help Desk Technician provides crucial IT support, assisting users with hardware, software, and network issues via phone, email, or chat, focusing on diagnosing problems, offering step-by-step solutions (like password resets, software installs), escalating complex cases, documenting tickets, and ensuring a smooth user experience through patience and clear communication, acting as the first line of defense for technical challenges. This is a great opportunity for someone with strong analytical, strategic planning, and communication skills. We are looking for an Analyst who can excel at being the main IT contact for troubleshooting internal problems while developing and implementing the company's tech strategies and solutions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Respond to inquiries and resolve technical issues for users (employees or customers).
• Diagnose and fix problems with operating systems (Windows, macOS), applications (Office 365, email), hardware (printers, PCs), and basic network connectivity.
• Maintain our Active Directory (Users, Security Groups, Policies, etc.)
• Log, track, and manage support requests in our help desk system.
• Guide users through fixes remotely using screen sharing tools.
• Set up new user accounts, install software, and configure devices including computer and phone setup, and provide basic systems training.
• Decommission user accounts as required.
• Manage inventory of software licenses and roster of recurring subscriptions including Microsoft 365, Defender, SharePoint, third party apps, VPN, anti-viral, password keepers, etc.
• Refer complex or unresolved issues to the IT Manager.
• Create and update knowledge base articles and training materials.
• Partner with CFO/COO & IT Manager to establish and enforce organization policies and standards.
• Maintains, analyzes, troubleshoots, and repairs workstations (Windows & Apple), hardware, software, and computer peripherals; both Onsite and Remote.
• Support our distribution center devices including Zebra Printers, USB hand scanners, and Symbol RF Guns.
• Develops and maintains updated Common Operating Environment (COE)
• Track and maintain inventory of all company assets.
• Collaboration: Leverages the strengths and unique perspectives of others within the organization and works with all stakeholders to reach a solution.
• Work effectively and thrive as a member of various work groups to bring greater value to the overall organization.
• Maintains a clean work area, and equipment closet while also organizing inventory both physically and in a tracking system.
• Find new and innovative approaches to performing the business at hand.
• Effectively manage multiple concurrent projects successfully.
• Possess knowledge of basic network troubleshooting and be able to work with the IT Manager in maintaining our infrastructure setup if required.

QUALIFICATIONS/SKILLS:

BS or BA degree in Computer Science or equivalent education and experience. Possession of certifications as listed below desired. Familiarity with Dell & Apple. Familiarity with Cloud computing environments. Fluent in Microsoft Operating Systems, Microsoft 365 applications, Active Directory, remote support tools. Knowledge of Business Central (MS Dynamics), Concur, Web Services, Adobe, VPNs, password managers, system and network security, etc., desirable. Solid understanding of network concept (TCP/IP, DNS, DHCP). Superior interpersonal and communication skills -- ability to thrive in a team environment Effective Communication: Speaks to both technical and nontechnical audiences with ease. Initiative -- ability to work and achieve objectives independently. Ability to manage multiple tasks at one time and meet deadlines. Strong Problem Solving and Process Improvement Skills and evaluative: Understands complex business issues and how to solve them through technology. Experience in working with complex business solutions with multiple offices, distribution centers, and manufacturing facilities preferred. Demonstrated ability to work with the Executive Management of an organization. Ability to meet deadlines, to conduct and direct research into IT issues and products, and to take initiative in the development and completion of projects, while also managing multiple concurrent projects. Strong organizational skills.

BUDGET QUALIFICATIONS: Will assist the IT Manager with annual budget preparation and periodical variance analysis.

CERTIFICATIONS (If applicable) Comptia A+, Network+, ITIL Foundation

WORK ENVIRONMENT: A typical office environment located at 776 Greene Street in Tupelo, MS will be the base of operations. Some work may be required in the Warehouse co-located with the office. Travel and work will periodically be required at our facilities in Broomfield (office), Pasadena (office) or Haleyville (office & plant).

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee may be required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

OTHER DUTIES AS ASSIGNED This job description is an overview of the scope of responsibilities for this job and is not intended to be an inclusive list of job tasks and expectations. With the evolution of Exxel Outdoors, LLC, the responsibilities of this position may change. The job must be prepared to accept new responsibilities and transfer others.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Exxel Outdoors offers 2 Medical Plans, Dental, Vision, Life Insurance, programs for additional life insurance for self, spouse, and family, critical illness, short-term disability, long-term disability, and pet insurance. All employees receive 60% off MRSP on all our company websites, in addition to discount programs from many outdo