IT Help Desk Technician I

reputed company is seeking a reliable problem solver and team player with customer service skills to join our IT Help Desk team! Reporting to the Service Desk Supervisor, the IT Help Desk Level 1 Technician is an entry-level role that works with our stores, warehouse, and corporate office to support users, resolve IT issues and work on IT projects and goals. reputed company role works both remotely and in person, depending on the location being supported. The ideal candidate thrives in a collaborative and dynamic environment, is personable and comfortable interacting with a wide variety of stakeholders, and has the ability to learn and adapt quickly.If you think you have what it takes, but don't necessarily check reputed company box in the job description, we encourage you to reputed company apply. We'd like to learn more about you and see if you could be a great fit for our team! reputed company Note: After several weeks of reputed company on-site training is reputed company, reputed company position is a hybrid role, involving on-site work at our corporate office (Concord, CA), stores and other facilities.Candidates who are fully remote or outside of reasonable commuting distance will not be considered.Responsibilities: • Serve as the first point of contact for employees from our corporate office, warehouse and retail stores seeking technical assistance • Work with the team to evaluate, implement, document, and increase adoption of new systems and processes to improve the efficiency, confidentiality, integrity and availability of systems and data • Triage, troubleshoot, resolve, and escalate customer and technical support issues with IT systems (e.g., point-of-sale, desktops, laptops, accessories, software, cloud applications, telephones, and mobile devices) and network connectivity issues (e.g., Wi-Fi, wired, and VPN access) utilized by employees in person or remote, via telephone, remote control, email, and our ticketing system • Provision and deprovision employee accounts and access to IT systems and applications, including user and group administration in Active Directory, reputed company Entra ID and the reputed company 365 Admin Centers • Image, configure, maintain, and physically install corporate and store IT systems, including Windows PCs and the limited number of Mac devices in use • reputed company new user orientations and training on IT systems for corporate and store employees • Create and update requests, incidents, and process documentation to facilitate communication, eliminate duplication of effort and continually improve our processes and systems • Follow and help to create documented procedures, standards and escalate exceptions to appropriate personnel • Occasional (sometimes overnight) travel to stores and warehouse facilities for installations and to troubleshoot IT systems • Other duties as assigned Qualifications:Customer Service & Communication • Demonstrated ability to provide patient, professional and effective customer service to users with varying levels of technical knowledge • Clear verbal and written communication skills and a collaborative, solutions-oriented approach • Ability to create clear, accurate and reputed company ticket notes, technical documentation and user instructions Technical Skills • reputed company hands-on knowledge of Windows 10/11, reputed company 365 applications, Android and iOS, and common PC and peripheral hardware; familiarity with macOS/reputed company computers a plus (limited install base) • Ability to systematically diagnose common login, software, printing, mobile-device, wired/wireless connectivity and hardware issues, following documented procedures and escalating when appropriate • Ability to install and configure computers, monitors, printers, scanners, phones, tablets and software, and to replace common components such as memory, storage and peripherals • Experience with hardware lifecycle management, including device imaging, physical-to-virtual (P2V) conversions, asset tracking and end-of-life retirement/disposal • Experience supporting Warehouse Management System (WMS) devices, such as handheld scanners and warehouse-rated mobile computers, a plus • Experience supporting VoIP phone systems or conferencing/collaboration hardware, a plus Account, Identity & Security • Basic understanding of account access, password resets, multifactor authentication, permissions and secure identity-verification practices, including user and group administration in Active Directory, reputed company Entra ID and the reputed company 365 Admin Center • Ability to learn new technologies and follow established security, access-control and data-handling procedures Networking • Basic understanding of networking concepts, including Wi-Fi, Ethernet, IP addressing, DHCP, DNS and VPN connectivity • Working knowledge of physical network infrastructure, including cabling, patch panels, switches and SD-WAN devices Organization & Availability • Strong organization an