Help Desk Associate

Job ID 2017-2200
Job Locations
Information Technology
Regular Full-Time


This role will support a fast paced, high volume fulfillment center with all things technical.  From PC to Phones to RF guns.  If you are a technical problem solver with exceptional customer service skills we need to talk!


  • Staff the Help Desk phone line taking user requests for PC/Network/Phone/PDA assistance.
  • Maintain user account privileges, on a timely basis, for network and application profiles.
  • Provides training / knowledge transfer for basic desktop application features.
  • Receive and document all user support calls in the IT help desk tracking application for problem resolution regardless of nature.  Escalates tickets when issues are not easily identified or corrected.
  • Tag and track IT-related assets.
  • Provide help desk coverage, direction of problem resolution of workstation hardware, software and printers (Windows, Macintosh and many different types of peripheral hardware and software).
  • Assist IT staff when necessary to implement new network technologies.
  • Provides user level support for corporate IT, telephone and voice mail system.
  • Supports the use of MS Office and all other business applications.
  • Tracks and follows up on unresolved issues and reports same as requested.
  • Other duties as assigned.
  • Support warehouse shipping and receiving operations.


  • Minimum of 4 years of experience in a technical Help Desk environment. 
  • Must have experience using help-desk and call-center incident resolution systems.
  • Experience troubleshooting personal computers, associated peripheral equipment, networking issues, and desktop applications.
  • Experience working with RF scan gun technology and bar coding technology.

Job Skills & Traits

  • Must possess excellent problem solving skills.  Must be able to understand and quickly diagnose problems associated with personal communications, peripheral equipment, networking, and desktop applications.
  • Working knowledge of user account management and privileges in Microsoft Active Directory environment. 
  • Excellent interpersonal skill, namely communication, customer service, and a can-do positive attitude.
  • Excellent, self-driven, detail orientation in a multi-tasking environment.  Must be able to spend extended periods of time on the phone, handle multiple call and problems simultaneously, and follow-through to issue resolution.
  • Ability to type is a must.
  • Technical certifications helpful, but not required.


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