IT Helpdesk Technician/Analyst

Position Summary

The IT Helpdesk Technician/Analyst will provide technical assistance and support to end-users for hardware, software, and systems including the planning, executing, and managing the integration of new applications into existing systems.

Principal Duties:

  • Monitor the helpdesk ticketing system
  • Respond to calls and emails in a timely manner
  • Meet SLA’s set by management
  • Support and troubleshoot Windows 10 and MS Office 2010/2013
  • Generate and execute a maintenance plan for any software integrated to TG websites, the list includes but is not limited to Magento, Shipper HQ, Great Plain, Smart List, Ozlink, Highjump
  • Manage relationships with any development companies associated with the TG websites
  • Provide training and support to customers attempting to use any of the TG Websites
  • Provide training and support to team members on how to properly use and maintain any software or hardware integrated with the TG Websites
  • Lead all testing of changes to integration software, or any changes that may indirectly affect integration software.
  • Handle any communication between Trail-gear and external software developers regarding software integrated with the TG websites
  • Keep track of all integration projects and ensure they meet business requirements and goals
  • Identify and resolve any integration related issues
  • Research and make recommendations for new integration products or services that may be of value
  • Assist web design and marketing as needed with specific projects


  • Associate’s degree (AA) in Information Technology (Required)
  • A Bachelor’s degree in Information Technology or any related field preferred
  • A+ Certification and Network Plus Certification preferred
  • 2+ years of professional experience in an IT Helpdesk role (Required)
  • Experience working with a ticketing system (Required)
  • Microsoft Dynamics GP knowledge a plus
  • VOIP phone system experience a plus
  • Mac OSX experience a plus

Skills Required

  • Hands on experience with Active Directory; create user accounts, reset passwords, create groups, etc
  • Application support including MS Office 2013, Adobe CS Suite, MS Dynamics GP
  • Business grammar and proofreading skills are crucial
  • Linux, UNIX/FreeBSD, PFsense
  • Organizational, analytical, communication, customer service, and leadership skills
  • Technical writing
  • Work under pressure meeting tight deadlines
  • Strong ability to properly prioritize tasks
  • Time management
  • Detail Oriented
  • Ability to work independently with minimal supervision

Qualified candidates, please send resume to
For more information, call Trail-Gear HR at (559) 317-6444.

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