IT Helpdesk Technician Level II

Company & Culture:   

At GT’s Living Foods, LLC, we’ve stayed true to the authentic brewing process for over 25 years. Our #1 selling Kombucha is raw, organic, naturally effervescent, and handcrafted in small batches – always cultured, never compromised. We’re proud to remain a family owned & operated company. As our GT’s family continues to grow, we are deeply humbled and sincerely grateful for every moment of this journey with you. 

Requirements:    

• Experience: 2-4 years of help desk experience
• Education: Bachelor’s Degree in Computer Science or related field (preferred)
• Cybersecurity Certifications: Microsoft SC-200 and/or SC-900, ISC2 CC (preferred)
• Computer Skills: Experience working in a mixed Windows and Mac OS environment 
• Must have a valid driver's license, proof of insurance and be able to drive a motor vehicle.
• Bilingual; speak, read & write Spanish fluently (preferred)

Job Description:   

The objective of the Help Desk team is to diagnose and resolve issues in a timely manner and assist other departments with IT related projects. The IT Help Desk Technician I plays a critical role on the IT team by providing fast and effective basic technical assistance on computer systems to users across the organization. Working in a mixed Windows and Mac OS environment, this role provides second-tier support by handling service requests that have been escalated by lower tiers. In addition, this role serves as the first point of contact for internal customers seeking assistance over the phone or via email with more complex requests. 

Primary responsibilities of the role include performing onsite and remote troubleshooting through diagnostic techniques and offering advice to resolve intermediate to difficult technical issues. Utilizing the OSI Model to troubleshoot network performance. Determining the best solution based on the issue and details provided by customers. Walking customers through the problem-solving process. Directing unresolved issues to management. Providing accurate information on IT products or services. Recording events, problems, and their resolution within the ticketing system. Developing SOPs and standard solutions for network, desktop, and server problems. Following up and updating customer status and information. Evaluating and analyzing existing systems and making proactive recommendations and proposals for improvements, upgrades, patches, and new applications or equipment. Conveying any feedback or suggestions by customers to the appropriate internal team. 

Knowledge, Skills & Abilities:   

• Customer service oriented, ability to maintain composure
• Strong communication; ability to convey technical information to various audiences 
• Attention to detail; demonstrate passion for accuracy in both minor and significant workstreams 
• Working knowledge of Active Directory, GPO, and other Windows Server roles 
• Advanced knowledge of Microsoft Office 365, SharePoint, and other Cloud server applications
• Advanced knowledge of current Microsoft desktop and server operating systems
• Problem solving; ability to effectively and efficiently troubleshoot and resolve technical problems
• Take initiative, be resourceful and proactive in identifying solutions in a dynamic environment
• Prioritization; ability to manage individual workload within a ticketing system 

GT's Employee Experience (Benefits/Perks):    

• Health Insurance: Medical, Dental, Vision, LTD Life & Disability   
• 401K with Matching   
• Employee Assistance Program   
• Discounts on the amazing GT’s product line   
• Corporate Discounts with our partners thru LifeMart (concert & sporting event tickets, cell phone service, gifts, restaurants, hotels, gyms, childcare, and more!) 
• Others: on-site corporate gym, food trucks every weekday, and quarterly employee appreciation events    

Job Details:    

• Work Hours: Onsite, Standard business hours Monday thru Friday with occasional weekend coverage. 
• Pay Rate: $28.00/hr - $30.00/hr.
• Must be able to occasionally lift, push, pull and carry up to 50 lbs.
• Work Attire: Use good judgement, keeping in mind the nature of their work, their own safety and the safety of others, and their need to interact with the public.  

GT's Living Foods, LLC is an Equal Opportunity Employer committed to hiring a diverse workforce and maintaining an inclusive culture. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, disability or any other basis protected under federal, state or local laws.