West Shore Home is growing at an explosive rate. To do so, we must operate at an above average pace to meet our mission of Bringing Happiness to Every Home. We are goal oriented and take extreme ownership of our work. Our vision is to be the most admired U.S. home improvement brand. West Shore Home operates at its best when every employee works to achieve their individual potential. To facilitate this, West Shore Home provides the structure and support to challenge you as you grow professionally, provides fair compensation as you progress in your career, and offers tools to achieve personal satisfaction.
As a Help Desk Technician, you will report directly to the I.T. Manager, assisting with initiatives, integrations, and other systems projects as assigned.
KEY ROLE ACCOUNTABILITIES
Help Desk Technician
As a Help Desk Technician, you will be the primary point of contact for onboarding, transferring, and offboarding users from West Shore Home systems to ensure these processes operate efficiently. This is a key role within the organization that ensures the smooth flow of user management. You will be responsible managing and maintaining the inventory of all computers, laptops, and mobile devices. In addition, you will make sure that all devices are properly patched and configured prior to deployment. You will also track equipment returns to the corporate office for maintenance prior to redeployment. The steps above will ensure that devices are deployed and available for new users on day one.
Another crucial role within this position is the triaging of IT support tickets. In this role you will action and escalate all incoming tickets. To support this role, you will need to possess basic troubleshooting skills on a variety of hardware and software. You will also need to possess strong customer service and communication skills. You will also need to possess strong documentation skills to enable you to record events, problems, and resolutions in logs. This will allow the department to better troubleshoot issues in the future, allowing IT to provide faster results.
WHAT SUCCESS LOOKS LIKE
A successful Help Desk technician will take ownership of the user management process and triage of all IT tickets. You will need to be attentive to your email and Jira queues to ensure timely resolution of user management and technical support requests. You should ensure that you follow up on all tickets to ensure that problems have been resolved to the user’s satisfaction. You should ensure that your work area is kept clean and organized. You should continue to work to increase your knowledge of West Shore’s systems and IT in general. You should be an exceptional teammate by treating your fellow co-workers as customers throughout all of your interactions.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
- Non-Exempt role with standard hours from 08:00 AM to 05:00 PM and a Saturday on-call rotation.
- Overtime may be required in this role.
- Must be able to sit and use office equipment (computer, mouse, phone, etc.) for extended periods of time.
- Ability to lift and carry heavy equipment and materials, up to 50 lbs. frequently, and sometimes more than 50 lbs.
MINIMUM ROLE REQUIREMENTS
- Proficient in Microsoft Office
- A+ Certification a bonus
- Working knowledge of Microsoft Windows, MAC, and IOS operating systems
- Excellent communication and interpersonal skills
“It is the policy of West Shore Home to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. All employees are subject to a pre-employment screening process including a background check and drug screen. In addition, we will provide reasonable accommodations for qualified individuals with disabilities. If you require reasonable accommodation in completing the application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to your recruiter.”