IT Help Desk Technician I

At Imagine we go beyond print to help our clients deliver game-changing visual communications from concept to delivery that set the standard for our industry. The first step in this process is hiring great employees! Our innovative teams are the most committed, highly experienced artisans in the business. We are committed to delivering high-quality marketing solutions, in every environment and campaign, helping our clients capture the heart, minds, and loyalty of their customers. For more than 30 years, The Imagine Group has established itself as one of the most influential and innovative visual communications companies in the industry. Join us and let's Imagine a better way together.

Position Summary: The Help Desk Technician I will act as the primary support representative in logging and responding to customer and internal user service requests. Supports troubleshooting with other staff to solve more difficult technical issues. Position requires hands-on and remote experience supporting MS Office, Exchange, and Outlook, as well as custom software and other technologies.

Essential Functions and Responsibilities:

• Respond and use diagnostic tools/techniques to identify and resolve technical problems submitted via helpdesk tickets, phone calls, and emails from end-users. Escalate complex tickets to next level support.
• Document and maintain computer inventory
• Provide customer service and support to employees with software and hardware issues for both Windows and Apple systems.
• Active Directory - Create accounts, alter permissions.
• Manage Office 365 Email Accounts and Distribution Groups
• Troubleshoot LAN and WAN and VPN connections
• Follow Standard Operating Procedures as assigned.
• Assist with setup, configuration, and maintenance of computer systems, software and peripherals on both Windows and Apple systems.
• Assist in the deployment of new hardware and software and ensure all IT equipment is functioning properly and is up to date.
• Assist with all company meetings using AV equipment - microphones, speakers, video camera, sound board.
• Assist with printers.
• Assist with telephone system.
• Familiarity with Microsoft Outlook, Teams, Word, Excel and PowerPoint.
• Ability to participate in an on-call schedule.

Mandatory Qualifications:

• Two-year AAS or equivalent IT related education or equivalent work experience.
• Understanding and experience with Active Directory.
• Working knowledge of IT Service Management and Information Technology Infrastructure Library.
• Knowledge and experience with both Macintosh and Windows systems.
• Ability to relate well in a customer service role with end users.

Preferred Qualifications:

• Experience supporting a manufacturing environment a plus
• Ability to balance multiple issues in a fast-paced environment.
• Ability to prioritize.
• Good time management skills.
• Familiarity with incident or call tracking response systems.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Ability to work well within a team.
• Ability to think critically.
• Excellent problem-solving skills.

Physical Requirements:

• Occasional walking
• Manual dexterity for repetitive work
• Frequent Sitting for prolonged periods of time
• Travel: N/A
• Chemicals: N/A
• Ability to lift, push and pull: 25 pounds

The national pay range for this role is $21/hour. The pay range may be slightly lower or higher based on the geographic location. The actual pay offered may vary based upon, but not limited to education, skills, experience, proficiency, performance, shift, and location. In addition to base salary, depending on the role, the total compensation package may also include participation in a bonus, commission, or incentive program. Imagine offers benefits including medical, dental, and vision coverage, paid time off, disability insurance, 401(k) with match, life insurance and other voluntary supplemental insurance coverages, plus tuition assistance, caregiver leave, adoption assistance, and employer/partner discounts.

Imagine is an equal opportunity employer and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Diversity and Inclusion are not just a checked box, it is a critical part of our commitment to deliver innovative solutions to our clients and provide a great place to work for our entire Imagine family. We are focused on building a diverse and inclusive workforce. If you are excited about this role but do not meet 100% of the qualifications listed above, we encourage you to apply.

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