Help Desk Technician

Company Overview: MacKenzie-Childs is a leading home furnishings retail company known for its unique design, high-quality products and exceptional customer service. We specialize in offering a wide range of kitchen, entertaining, decor and furniture items that cater to various styles and preferences, ensuring our customers find exactly what they need to make their homes joyful and stylish.

Position Summary:

The Help Desk Technician plays a crucial role in supporting employees and organizational technology needs at our Fulton location. This position is responsible for responding to user requests, troubleshooting technical issues, and ensuring the effective operation of hardware and software systems. The ideal candidate is customer-focused, detail-oriented, and a collaborative team player.

Key Responsibilities

• Provide Tier 1 support for the organization.
• Respond promptly to user requests for IT assistance via phone, email, ticketing system, or in person, delivering friendly and professional support.
• Document, troubleshoot, triage, dispatch, and escalate support requests according to established procedures and service levels.
• Install, configure, and maintain hardware, software, and operating systems to ensure optimal performance.
• Create and maintain clear, accurate documentation for IT procedures and end user guides to facilitate knowledge sharing and efficiency.
• Assist the IT team wherever possible, contributing to group projects, process improvements, and other assigned tasks as needed.

Supervisory Responsibilities: No supervisory responsibilities

Education and Experience:

• High school diploma or equivalent required.

• Previous experience in a help desk or technical support role is desirable.
• Knowledge and understanding of Windows and/or Mac operating systems, common software applications, and basic networking principles.

Special Requirements:

• Weekend work to suit business needs.

Knowledge, Skills, and Abilities:

• Excellent communication and interpersonal skills, with a customer service mindset.
• Ability to work independently, manage multiple tasks, and collaborate effectively with team members.
• Strong documentation and organizational skills.

Equipment Used: Computer, printer, scanner, telephone, and photocopier.

Physical and Mental Requirements:

• Ability to sit, stand, walk, talk, hear, reach, push, pull, crouch, kneel, bend, climb, use fingers to grasp, handle, feel, and perform repetitive motions of hands or wrists.
• Exerts up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently or constantly to move objects.
• Light mental and visual attention required for performing work where there is some variety, but actions taken and decisions made are limited to few possibilities. Work requires some coordination with others.

Environmental Conditions and Location

• Work is performed in a warehouse environment with exposure to temperature changes and noise.

Location: Central New York, residing within 50 miles from Fulton, NY. This is an onsite position and will align with our warehouse operations schedule with infrequent travel to other company locations as needed.

Salary Range: $23-$25/hr

Benefits:

• Competitive salary commensurate with experience
• Comprehensive benefits package including medical, dental, and vision coverage
• 401K Retirement Savings + Company Match
• Paid Vacation, PTO and Holidays
• Company sponsored life insurance and LTD
• Health Savings Account + Company Match
• Generous Employee Discount
• Verizon Discount
• Referral Bonus Program
• Opportunities for professional development and career advancement

MacKenzie-Childs is committed to creating a diverse and inclusive environment. We are proud to be an equal opportunity employer and welcome applications from all qualified candidates.