IT Help Desk Associate

Duration: Full Time
Location: Charlotte, North Carolina (Hybrid)
Pay: $50,000

Description:
The IT Team at this USDA-Certified food and beverage company is seeking a creative, hardworking, and reliable Level 1 Help Desk Support Associate to join the team! They are looking for an individual who has a desire to learn and is passionate about the company’s vision. The ideal person for this role should be able to provide fast and useful technical assistance  on computer systems. This Candidate will answer queries on basic technical issues and offer advice to solve them.

Responsibilities:

• Serve as the first point-of-contact for customers seeking technical assistance over the phone, email, or internal ticketing system
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT produces or services
• Assist with reporting systems for the operations team
• Record events and problems and their resolution in logs
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures

Qualifications:

• Proven experience as a help desk technician or other customer support role
• Tech savvy with working knowledge of office automation products, databases, and remote control
• Good understanding of computer systems, mobile devices, and other tech products
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Customer-oriented and cool-tempered
• At least 1-year of college in IT, computer science, or related field

Highly Desired Skills:

• Point of Sales systems (Toast POS, Revel, Aloha)
• Google workspace (email and spreadsheet management)
• Zendesk or similar ticketing system
• Mac / iOS device management
• Third party delivery knowledge (DoorDash, GrubHub, UberEats)

Benefits:

• Competitive Salary
• Working for a company with ‘fun as a non-negotiable’ as one of the core values
• Paid time off
• Holiday Pay
• Company provided Healthcare, Dental, and Vision insurance
• Company provided Simple IRA Retirement Savings Plan matched up the 3%
• Product Discounts & Freecoat Nail Products / Services Discount

Category Code: JN008