Help Desk Technician I

Warn Industries, Inc.; Lancaster (SC); Hybrid; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated IT Help Desk Technician to join their innovative team. In this hybrid role, you will be responsible for maintaining and troubleshooting computer systems, assisting users, and ensuring minimal downtime through effective support. The ideal candidate will possess strong communication skills and a technical background, with the ability to work collaboratively in a fast-paced environment. This position offers a unique opportunity to contribute to a leading company in the outdoor equipment sector, where your skills will directly impact the success of the organization and its customers.

Qualifications

• Requires strong communication and technical troubleshooting skills.
• High school diploma required; associates/bachelor's preferred.

Responsibilities

• Maintain and troubleshoot computer systems and peripherals.
• Respond to IT Help Desk requests and minimize user downtime.

Skills

Communication Skills

Technical Troubleshooting

Problem Solving

Organizational Skills

Analytical Skills

Interpersonal Skills

Education

High School Diploma

Associates/Bachelor's Degree

Tools

Microsoft Teams

Active Directory

Job description

The Warn group believes that every team member plays a significant contribution role in our success. We enable our customers with the tools they need to work and play outdoors. This position description is designed to outline the primary duties of the role, qualifications, and job scope. Just as we do not want our customers to be limited in the outdoor space, we do not want to limit our employees nor the organization to just the work that is identified. It is our expectation that each team member will serve their customers wherever, whenever necessary to ensure the success of our endeavors.

Position Summary:

The Warn Group is comprised of multiple premium brands, and are the leaders in vehicle recovery, and off-roading equipment.

Our IT Help Desk technicians are responsible for maintaining, analyzing, troubleshooting, and repairing computer systems hardware, software, and peripherals. Assists in training, correcting issues and supports all users with use of applications and devices throughout the Warn group. Our IT Help desk technician’s respond to IT Help Desk requests from users, and are expected to minimize user down time, and will complete all essential functions in a timely & efficient manner, adjusting for changing priorities and availability of resources and demonstrate initiative and strategic thinking.

This position is a Hybrid role, we expect our IT Help Desk technicians to work in the office in Lancaster, SC.

Essential Functions:

• Working collaboratively with other members of the IT team to ensure accuracy, compliance, and maintaining the company’s infrastructure.
• Maintaining IT Help Desk function, which would include but not be limited to: (a) Document, track and prioritize IT tickets, (b) Respond to and resolve Help Desk incident tickets in a timely manner to meet SLA’s, (c) Aid, train and support all users with use of applications and devices, and (d) Analyze, troubleshoot and repair computer systems, hardware, software and peripherals.
• Communicate in a professional, respectful, courteous and effective manner with all employees, customers, vendors, visitors and others with whom we may work or interact. Communicate with outside support technicians as necessary to share and gain knowledge of IT issues.
• Support Warn’s strategic goals in ways which would include but not be limited to (a) Participate in IT projects and upgrades, (b) Identify areas for improvement and make recommendations to IT Operations Manager, (c) Plan and coordinate implementation/installation of telephone systems, voice processing and call center technologies, (d) perform basic network administration duties such as Active Directory user and security administration, ERP user security.
• Contribute to a successful work group through positive interactions, active listening, meaningful collaborations, and the constructive exchange of ideas designed to meet or exceed the organization’s strategic goals.
• May participate in Warn Industries’ selection process as necessary.

Availability Requirements:

Due to the nature and scope of the essential functions of this position, the importance of personal interactions with coworkers, and the availability of job-related tools, equipment and resources at work, performance of the essential functions requires the ability to be present on-site, and available through communication tools, such as Microsoft Teams.

The required number of hours/week will vary depending on what is required to efficiently perform the job duties of this position. This position will require availability and accessibility to respond to and address emergencies and critical situations outside of normal business operating hours in the early mornings, evenings and/or during weekends.

Required Education and/or Experience:

• High school diploma or equivalent is required. Associates/Bachelor’s degree preferred.
• Previous TCP/IP training and software/hardware training.
• One or more years in a networking environment providing support to users.

Required Qualifications, Technical Skills, and Abilities:

• Strong oral and written communication skills commensurate with the job tasks and position necessary to communicate clearly and effectively with internal and external customers while providing exceptional quality of work and outstanding customer service.
• Technical skills and knowledge including competency in solving a wide variety of computer software/hardware issues, with ability to quickly learn additional skills, functions and knowledge.
• The ability and willingness to work extended hours as necessary is required.
• Ability to continuously improve and learn new skills.
• Strong technical, troubleshooting, problem solving, research, organizational and analytical skills combined with the ability to prioritize tasks and establish and meet deadlines.
• Must be flexible and open to others’ ideas and possess strong communication and interpersonal skills.
• Demonstrated use of well-reasoned decision making with a high attention to detail regarding organization, planning, workflow, and project prioritization to complete tasks efficiently and accurately.
• Excellent interpersonal and conflict resolution skills. Including the ability to work efficiently in a fast-paced work environment while maintaining a calm, rational, respectful demeanor and communication style in times of stress occasioned by work demands, tight timelines, high expectations, unexpected IT issues, and other work related issues or concerns.
• Highly ethical, self-motivated individual with ability to work independently and/or with limited direction, while consistently demonstrating collaborative, respectful and productive work habits.

Language Skills:

The successful candidate exhibits the ability to read, write, verbalize, and comprehend instructions and correspondence in the English language. In addition, the right Help Desk Technician exhibits strong oral and written communication skills commensurate with the job tasks and position.

Mathematical Skills:

Must have mathematical skills equivalent to those required under education/experience requirement.

Physical and Visual Activities:

The physical demands on an employee described below are representative of those required for successful performance of the essential functions of this position. Warn may make reasonable accommodations to enable individuals with disabilities to perform the essential functions.

• Receive, understand, evaluate and appropriately respond to communications from employees, members of management, customers, vendors, and visitors using available technology, in person and in a public setting when necessary.
• Work for extended periods in a stationary position daily while operating a computer and other tools and equipment in conjunction with completing required job tasks.
• Maintain professional and respectful communication style to ensure reactions and responses to both emergency and non-emergency situations serve as an example to others of appropriate workplace communications.
• Provide intellectually sound and well-reasoned answers, recommendations and solutions to identified business problems, issues and/or questions.
• Move to, from and within the designated work area frequently and consistently throughout the workday and regularly throughout our building and/or across Warn-related property and customer site locations, possibly during inclement weather.
• Use a personal computer frequently and consistently for the purpose of reviewing, analyzing, creating, transmitting, and presenting documents, data and other business-related information.
• Lift, transport and/or move up to 40 pounds, 80 pounds with assistance. May require occasional lifting overhead. Occasional bending, stooping, kneeling and climbing.

EQUAL OPPORTUNITY EMPLOYER

As an Equal Opportunity Employer, Warn Industries is committed to providing FMLA and equal opportunities for all applicants. Warn Industries recruits, hires, trains, and promotes team members in all job classifications without regard to age, race, color, marital status, religion, sex, gender, sexual orientation, national origin, disability, veteran status or any other status protected by law. For more information on FMLA, EEO and EPPA regulations, you can check out our career page located at www.warn.com.

Warn Industries hires U.S. citizens and persons lawfully authorized to work in the U.S. All new employees must complete an INS Employment Eligibility Verification Form (I-9) and be able to provide verification of their status as a Non-Foreign person as defined by International Traffic in Arms Regulations, Section 120.14-120.16. Warn Industries uses E-Verify for eligibility verification to work in the U.S. For more information on E-verify, you can visit www.e-verify.com.