Title: IT Support Desk Technician

Reports to: IT Manager

Overview:

At Tourneau|Bucherer, we rely on our IT systems to help our business reach and succeed with consumers. We are seeking an IT Support Desk Technician for our growing support desk team. In this role, the successful individual will act as the first point of contact and provide top-tier support for end users and retail stores.

Our ideal candidate must be customer-oriented with a passion for delivering excellent service and patience in handling inquiries from all levels of technical competencies. Additionally, they must possess good technical knowledge and be able to communicate effectively to understand a problem, troubleshoot and escalate appropriately, and explain its solution with an eagerness to learn and grow their knowledge base.

Essential Job Responsibilities:

• Act as the first point of contact for end users and retail stores seeking technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware and software
• Provide top-tier support for issues and/or escalate to appropriate teams when needed
• Maintain essential IT operations, including operating systems, applications, laptops, desktops, software, and other hardware
• Record and track issues, problems and/or incidents, and their resolution in the ticketing system
• Follow-up and update ticket and issue status and information
• Identify and suggest possible improvements on procedures and task

Skills and Qualifications:

• Prior customer service, retail or helpdesk support experience
• Strong working knowledge of computer systems, hardware, and software
• Ability to diagnose and resolve technical issues
• Excellent customer service and communication skills
• Desire and initiative to get problems resolved quickly and efficiently
• Passion for working with others and thrive in fast-paced environments
• Strong attention to detail
• Has a mindset for continuous improvement
• 1-3+ years of experience minimum IT support experience
• At least 1-2 years' experience in a cusomer experience oriented role
• Bachelor’s degree in technology or computer science

Preferred Qualifications:

• Proficiency with Windows 7 and 10
• Basic Windows Server, Active Directory and Networking knowledge
• Prior experience with Helpdesk ticketing systems
• Experience with Mac OS and iOS a plus
• A+ and Microsoft certifications desired

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, gender, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws.

SALARY RANGE- $20-31.25 per hour commensurate upon experience.