IT Support Technician I
helenoftroy

Join our IT team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, and Revlon. Together, we build innovative and useful products that elevate people's lives everywhere every day.

Look around your home, and you'll find us everywhere, in your kitchen, living room, bedroom, and bathroom. We are already making your everyday lives better. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent!

Position: IT Support Technician I

Department: IT

Work Location: Onsite Marlborough, MA with some commute to Boston, MA.

Schedule: 100% Onsite, not remote.

What you will be doing:

Provide end-users, local and remote, technical support of desktop and laptop hardware and software. Research, analyses, and diagnoses problems with client systems including PC hardware and software, servers, peripheral equipment, and networks.

Installs, configures, upgrades, and troubleshoots computer software and hardware, including PC and Mac workstations, servers and peripherals, and network and voice cabling.

• Assists in managing regularly used servers and services including e-mail, print and back-up servers, and their associated operating systems and software.
  
• Creates and maintains user accounts, passwords, groups, mail aliases, and other system and network files.
  
• Supports, maintains, coordinates, and troubleshoots network WAN and VPN connectivity.
  
• Identifies and implements technologies and methods of using existing software to help users work more efficiently.
  
• Initiates and/or has field contact with vendor support to resolve technical problems or make improvements with desktop computing equipment and software, servers, and software.
  
• Establish and enforce incident response service level agreements in consultation with end users in the business to establish incident resolution expectations and timeframes.
  
• Analyze performance of incident management activities and detailed resolutions, identify problems, and devise and deliver solutions to improve quality of service and to prevent future problems.
  
• Design and enforce request handling and escalation policies and procedures.
  
• Access software updates, drivers, knowledgebase, and FAQ resources on the internet to aid in problem resolution.
  
• Track and analyze trends in incident reports and generate statistical reports.
  
• Assess need for any system reconfigurations (minor or significant) based on incident trends and make recommendations.
  
• Provides regular business hour, after hour, and weekend/holiday on-call support for all systems.
  

Skills needed to be successful in this role:

• Customer service oriented, proactive, flexible and adaptable.
  
• Good multi-tasking and teamwork skills.
  
• Strong analytical and problem-solving skills required.
  
• Excellent oral and written English interpersonal skills.
  

Minimum Qualifications:

• High School Diploma or equivalent.
  
• 2+ years of experience required in a technical role.
  
• In-depth knowledge of Microsoft Office Outlook, Excel, Word, Visio, SharePoint (MOSS), etc.,
  
• Experience supporting remote users and offices, fixing and repairing computer hardware.
  
• Solid grasp of PC and MAC experience.
  
• Audio/Video meeting set-up experience.
  
• Ability to travel to other office locations as needed (Boston, MA).
  
• Authorized to work in the United States on a full-time basis.
  

Preferred Qualifications:

• Associate's Degree or equivalent and specialized or technical training.
  
• Experience in a Citrix/Terminal server environment.
  
• CompTIA A+ and Network+ certifications.
  
• BTEC/A 'Levels or equivalent and specialized or technical training.
  

#LI-AB1

Wondering if you should apply? Helen of Troy welcomes people as diverse as our brands. Have the confidence to come as who you are because your point of view, skills, and experience will make us stronger. If you're eager to share new ideas and try new things, we want to hear from you.

For more information about Helen of Troy, visit www.helenoftroy.com . You can also find us on LinkedIn , and Glassdoor .

Helen of Troy is an Equal Opportunity/Affirmative Action Employer. We are committed to developing a diverse workforce and cultivating an inclusive environment. We value diversity and believe that we are strengthened by the differences in our experiences, thinking, culture, and background. We do not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation, gender identity, age, marital status, disability, protected veteran status, or any protected basis.

We will provide individuals with disabilities reasonable accommodation to participate in the job application process. If you would like to request an accommodation, please contact Human Resources at (915) 225-8000.

Founded in 1968, Helen of Troy is a prominent player in the global consumer products industry, offering diverse career opportunities across North America, South America, Europe, and Asia. We boast a collection of renowned brands such as OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, and Revlon - many of which rank #1, #2, or #3 in their respective categories, making the Helen of Troy name synonymous with excellence and ingenuity.

At Helen of Troy, our strategy involves acquiring brands that we can integrate and enhance, amplifying their unique attributes to drive growth and profitability. Embracing a culture of collaboration internally and externally, we are committed to providing innovative solutions tailored to consumers, operational excellence, global scalability, and exceptional shared services to support our brand portfolio. This dedication to fostering development and success sets Helen of Troy apart as a pioneer in the industry, propelling our brands to unparalleled heights of success and recognition worldwide.

The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities and duties required of personnel so classified. Management retains the right to add or to change duties of the position at any time.

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