Helpdesk Support

SUMMARY

Under minimum supervision, responsible for providing setup, management and support for Windows infrastructure, including, cabling, desktop, peripheral, and software installations, changes and troubleshooting. Provides system and software support and assists in the development of procedures and documentation.

PRIMARY DUTIES AND RESPONSIBILITIES

• Troubleshoot and resolve end user desktop/laptop issues in a mixed Windows and Mac OS X environment (Majority Windows)
• Handle service requests from management and end-users related to new installations, changes, break/fix, and troubleshooting.
• Provides support to end users with systems and software problems and questions.
• Provides support to end users with printers, standard page and label printing.
• Support with conference room equipment setup and assistance.
• Maintain help desk applications and process helpdesk tickets.
• Develops procedures, tutorials, training guides and documentation.
• Proactively provide patch management and upgrades to ensure the highest level of support and security.

• Follows company policies and practices as outlined in the Employee Handbook and/or applicable employment agreement. Follows safety guidelines and procedures in accordance with the job.
• Performs additional duties as assigned.

JOB REQUIREMENTS

• Computer Science degree or equivalent work experience.
• 3+ years with Windows operating systems and relevant software packages, including MS Office applications.
• Experience with Microsoft Active Directory and/or Microsoft 365 Admin Center.
• Proficient working with end users in a networked mixed OS client/server environment.
• Highly motivated team player with strong communication skills able to perform assigned tasks with minimal supervision and an emphasis on customer service.
• Ability to troubleshoot network, desktops, printers, peripherals, and wireless both OS and hardware.

• Experience with Mac OSX.

ADDITIONAL INFORMATION:

• Actively supports and complies with Pelican's objectives, guidelines, and commitment to Quality and Safety, with an emphasis on continual improvement.

• Must be able to interact effectively and cooperatively with employees at all levels.
• Must have the ability to complete assignments within the timeframe specified by the Manager.
• Must be flexible regarding working hours and overtime. Must be able to work overtime on evenings and weekends, with or without advanced notice.
• Must be able to operate in a fast-paced environment and handle multiple projects simultaneously.
• Some travel may be required.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

• While performing the duties of this job, the employee will be occasionally required to execute standard physical activities within the facility areas (i.e. stand, walk, sit, use hands/fingers).
• While performing the duties of this job, the employee will be occasionally required to execute non-standard physical activities within the facility areas (i.e. climb or balance, stoop, kneel, crouch).
• Ability to lift and/or move up to 15 pounds and occasionally lift and/or move up to 30 pounds.

Compensation & Benefits:
Our compensation reflects the cost of labor across severalU.S. geographic markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The annual U.S. pay range for this positionis listed below. Paywithin this range varies by work locationand may also depend on your qualifications, job-related knowledge, skills,and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits, including paid time off, 10 paid holidays per year, medical/dental/vision insurance, company-paid life and disability plans, and matching 401k to eligible employees.
Pelican Products, Inc. is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.