IT Helpdesk Technician/Analyst

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

Qualifications

• 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