DOWNEAST is a fast-growing apparel retailer, operation nationally with 65 locations throughout the West including Utah, Idaho, Arizona, Washington, California, Nevada, and Colorado. In addition to our brick and mortar stores, we have a rapidly expanding Wholesale Division that sells products with our DOWNEAST label to retailers throughout the U.S. and Canada.
In business since 1991, and still family owned and operated, it is our goal to bring the very best merchandise at the very best prices. DOWNEAST (www.downeastbasics.com) offers amazing styling at affordable prices.
We are looking for an experienced Information Systems Help Desk Support Associate to provide support to internal end users on a variety of issues. The ideal candidate will be able to quickly and accurately respond to email and personnel requests, in a professional and pleasant manner, for technical support. This support position works with internal end users to solve their printing, email, and general computer issues onsite. He or she will respond to remote end users with POS [point of sale] inquiries. In this position, our Help Desk Support Associate uses a ticketing system, and must be able to sort concerns by priority, responding timely, and resolving issues. Will work one on one (in person) and over the phone with end users to help them with their computer needs. Assigned projects may occur from time to time that could require some travel. Helping pull cable for network buildouts may be required from time to time. This is a full-time, exempt level position. This position reports to our Director of IT, and is located in Salt Lake City, Utah.
Installs, configures and maintains personal computers, Windows networks, Apple workstations, file servers, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment. Performs and/or oversees software and application installation and upgrades.
Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network
Supports all aspects of client support and immediate computing needs while demonstrating professionalism and composure on the phone, via online chat, and/or in person.
Create a positive customer support experience, build rapport and trust with end users through professional attitude and approach to problem understanding, ensuring timely resolution or escalation by providing urgency, business impact evaluation and communicating the status to end user promptly.
Installs, modifies, cleans up, run diagnostic programs and repairs computer hardware/ peripherals and software.
2+ years of experience providing technical support and troubleshooting
Outstanding communication skills.
Must be able to create and maintain users in Active Directory.
Familiar with helpdesk ticketing system.
Must be able to troubleshoot issues with hardware and software.
Troubleshoot printing and copier issues.
Familiar with audio/visual equipment like projectors.
Excellent communication skills.
Great response time and follow through.