Overview

Location: Boise, ID
Job type: Full Time, Hourly Non-Exempt
Wage: DOE

OVERVIEW

The Help Desk Support role provides technical assistance and troubleshooting support and maintenance to in-house and off-site computer users, systems, and workstation desktops.

Duties include installing, diagnosing, repairing, maintaining, and upgrading hardware, software and other equipment while ensuring optimal workstation performance through the use of a ticket creation system. This role also troubleshoots problem areas in a timely and accurate fashion and provides end user training and assistance when requested.

This role is ever-changing, so an eagerness to learn, excellent communication and people skills, strong analytical and probative skills, along with the ability to support a wide range of personalities at varied staff levels, are essential elements of a good Help Desk Support technician. The Help Desk Support position also requires weekend and after hours availability with on-call roster rotation within the department.

PRIMARY DUTIES & RESPONSIBILITIES

  • Provide technical assistance and support for incoming queries or issues and respond either in person, email or over the phone.
  • Utilize the Help Desk ticketing system for reactive user issues and logging user resolutions.
  • Maintain daily performance of computer systems.
  • Ask questions to determine nature of problem.
  • Walk users through problem-solving process.
  • Install, modify, and repair computer hardware and software.
  • Run diagnostic programs or reports to resolve problems and determine malfunctions continuing to occur.
  • Follow up with employees to ensure issue has been resolved.
  • Gain feedback from employees about computer usage.
  • Perform AS400 and Active Directory administration, including creation of user profiles and/or password resets.
  • Identify and escalate situations requiring urgent attention.
  • Stay current with system information, changes, and updates.
  • Ability to create procedure documentation.
  • Any other additional duties as required.

REQUIRED SKILLS & CORE COMPETENCIES

  • Associates Degree, with 3+ years of experience in desktop and IT support REQUIRED.
  • Experience with Active Directory to include account creation/management and File Share permissions management.
  • Experience in TCP/IP networking, DNS, AD, LDAP, SMTP, IMAP,  Windows account management, NFS.
  • Ability to support end user mobile smart devices i.e.: Apple iPad, Apple iPhones, Tablets.
  • Microsoft Office 365, Multifunction printers, Windows system administration Windows 7/10, basic Mac OSX experience.
  • Ability to understand, diagnose, and resolve issues with a large range of applications including but not limited to web browsers, word processing, spreadsheets, viruses, spyware, and virtual office communications.
  • Exceptional written and oral communication skills, as well as the ability to translate technical jargon into user-friendly terms to effectively communicate issues and resolutions and create documentation for user reference.
  • Ability and desire to acquire new skills and knowledge quickly. Ability to think and work independently and in a team environment.
  • Must be a self-guided individual, able to work with minimal supervision.
  • Resolute personal and professional ethics, and the highest standards of professional conduct at all times.

EXPECTED KNOWLEDGE PROGRESSION
Level 1  (Entry-level)

  • Beginner or higher skills with successfully navigating channels by which the IT Help Desk is contacted (ex: phones, email, walk-up, ticketing system, etc).
  • Good navigation skills of the knowledge base to look up answers for incoming questions.
  • Good time management skills (ex: escalate in 15 minutes or less, awareness of other users while on the phone, work projects without degrading support for real-time support, etc).
  • Understand basic workstation configurations and equipment used in warehouses (ex: order desk, verification station, shipping station, printers, label printers, scan guns, etc).
  • Awareness of being able to determine if an issue is relevant to the scope of Help Desk support.
  • Exhibit good critical thinking skills and engage Manager when not all information is known.
  • Be aware of “soft skills” – people skills, social skills, communication skills, attitude, etc – while interacting with team members and other WPS employees.
  • Can follow the escalation path in the event of a system outage or atypical performance.
  • Awareness of cyber security and that multiple threat vectors exist (ex: system changes, user behavior, physical devices, etc).
  • Basic understanding of WPS workflows and technologies used to accomplish tasks.
  • Communicate effectively with direct Manager to understand objectives, deadlines, and priorities.
  • Work under clear guidance/direction from the Manager, in-office and occasionally remote.

About Western Power Sports

Work hard. Play hard – WPS and the FLY Racing Culture

For 60 years, our motto at Western Power Sports has been "Work hard. Play hard". We are the home of FLY Racing , a group of powersports enthusiasts who are passionate about the brand, the lifestyle, and the value we bring to the world of powersports through our extensive product offerings and dealer network. We value a competitive drive to succeed and the desire to be THE BEST. We strive to offer our customers the best products, fastest delivery, and the ultimate customer service experience in the powersports industry, one customer and one order at a time, every time. We seek talented individuals who are passionate about life and bring that passion and energy to their work! If you have the skills, the talents and the experience we need, we would love to hear from you!