Helpdesk Technician

Monoflo International; Winchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading company in eco-friendly packaging solutions is seeking a HelpDesk Technician to provide technical support to staff. The role involves managing support tickets, providing Tier 1 assistance, and ensuring timely resolution of technical issues. Ideal candidates will have strong customer service skills and experience in troubleshooting both software and hardware. Join a collaborative environment that values growth and accountability.

Benefits

401(k) retirement plan with company match

Medical, dental, and vision insurance

Short-term and long-term disability insurance

PTO and paid holidays

Monthly happy hours

Qualifications

• Two years’ experience supporting Windows PCs in a managed environment.
• Experience with mobile phone platforms, including Android and iOS.

Responsibilities

• Respond to technical support requests and manage support tickets.
• Provide Tier 1 assistance and escalate issues as needed.
• Document and manage IT asset inventory.

Skills

Customer Service

Troubleshooting

Communication

Organizational Skills

Time Management

Education

Equivalent combination of education, experience, and training

Job description

The HelpDesk Technician serves as the first point of contact for technical support across all Monoflo staff. This position is responsible for answering HelpDesk hotline calls, responding to and managing support tickets, and providing triage and Tier 1 assistance.

This is an on-site role that requires the ability to travel between locations as needed.

1. Quickly and professionally respond to technical support requests
2. Answer calls to the Help Desk hotline
3. Perform triage and Tier 1 support for tickets
4. Escalate and assign Tier 2/3/4 tickets as needed to the designated IT team members
5. Ensure users are provided with efficient and timely support
6. Monitor and manage HelpDesk requests, follow up with assigned personnel to ensure timely resolution of problems
7. Place, track, document, and maintain all helpdesk requests utilizing a service request tracking system
8. Track and analyze trends in Help Desk requests, run related reports, and email surveys
9. Document and manage IT asset inventory
10. Perform PC and laptop builds
11. Perform other administrative duties as needed

Knowledge, Skills, Abilities:

• Exceptional customer service skills are critical
• Experience in support and troubleshooting of both computer software and hardware
• Experience with mobile phone platforms, including Android and iOS
• Two years’ experience supporting Windows PCs in a managed environment, and assisting users of computer systems remotely over the telephone and in person
• Excellent organizational, communication, and time management skills
• Comfortable interacting with all levels of staff including C-Level Executives
• Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities

Benefits:

• Financial Wellness: 401(k) retirement plan with company match and bonus opportunities
• Health Coverage: Medical, dental, and vision insurance
• Security: Short-term and long-term disability insurance
• Optional Extras: Employee-paid voluntary life insurance and supplemental benefits
• Time Off: PTO, paid holidays, and Christmas shutdown
• Unique Perks: Raffles, monthly happy hours, and more

About Monoflo:

Monoflo International, Inc. is a family-owned provider of eco-friendly reusable packaging solutions since 1973. We focus on innovative technology to produce top-tier products that facilitate seamless product transportation. We value individual accountability, collaboration, and recognize excellence and growth opportunities for our employees.

If you're looking for a role where you can take control of your responsibilities and thrive in a proud, collaborative environment, apply today!

Disclaimer: Monoflo International is an equal opportunity, drug-free employer.

Qualifications and Additional Information:

Details on skills, behaviors, motivations, education, experience, and licenses & certifications are included, along with a notice of rights under federal employment laws.