Geiger, a leader in promotional products, is seeking a Helpdesk Specialist I to join our IT Team. The ideal candidate will have a positive attitude, strong multi-tasking ability, and outstanding customer service skills. This role provides support to end-users locally and remotely for PC, Mac, server applications, and hardware. Responsibilities include interacting with network services, vendor partners, and/or application development teams to restore service and resolve core issues. The specialist may simulate or recreate user problems, recommend system modifications, and maintain current and emerging technical skills.
Key Responsibilities:
- Provide helpdesk technical support and apply continuous improvement tools and concepts.
- Support desktop software, operating systems, and PC hardware for associates and sales partners.
- Deliver technical assistance via in-person, phone, email, and social media.
- Diagnose and resolve hardware/software issues; research user questions and advise on actions.
- Follow standard help desk procedures, log interactions, and escalate issues as needed.
- Prioritize urgent situations, track problems/requests, and document resolutions.
- Stay updated on system changes and perform technical research or consult with operations.
- Resolve user challenges including remote PC access and guidance.
- Assist with software configuration and installation.
- Address virus/spyware issues and create instructional guides.
- Perform other duties to ensure efficient technical support.
Education & Experience:
- Equivalent to two years of specialized technical training in Information Technology.
- One year of relevant experience or a combination of education, experience, and training.
Competencies & Skills:
- Comprehensive IT support for desktop software, operating systems, and PC hardware.
- Effective technical assistance across multiple communication channels.
- Efficient diagnosis and resolution of technical issues.
- Accurate guidance through research and adherence to help desk procedures.
- Staying current with system updates and assisting with software tasks.
Physical, Mental & Environmental Requirements:
- Physical: Prolonged sitting, typing, and computer use; answering phones and emailing.
- Mental: Ability to concentrate, pay attention to detail, multitask, and manage time.
- Environmental: Indoor office setting; use of standard office equipment; interaction with team members and occasional customer contact.
Certification: None required
Supervisor Responsibilities: None
Geiger is an Equal Opportunity / Affirmative Action Employer