Job Description

SUMMARY Overview of the position The Helpdesk Technician is responsible for providing first-level technical support for IT Issues at Upper Deck. This includes troubleshooting hardware and software issues, resolving network and connectivity problems, and assisting with system access requests. This position involves onsite and remote troubleshooting of user computers issues. This position requires strong attention to details and communications skill set. ESSENTIAL DUTIES AND RESPONSIBILITIES The following statements are intended to describe the general nature and level of work being performed by an individual assigned to this job. Other duties may be assigned. Respond to helpdesk tickets, emails, and support calls to diagnose and resolve technical issues. Install, configure, and maintain desktop and laptop hardware, software, and peripherals. Provide support for Microsoft Windows, Office 365, and other commonly used applications. Reset Windows PCs and Laptops, Update Firmware, Drivers and Updates. Troubleshoot network connectivity, printer issues, and system access problems. Troubleshoot and repair Meeting Room Hardware (Click Share, Televisions, Speakers) and Software. Escalate complex issues to Tier 2 support as needed. Create and maintain accurate documentation of issues and resolutions in the Helpdesk Ticketing system. Assist with onboarding and offboarding procedures including account setup and deactivation. Setup hardware for New Hires. Maintain inventory of IT assets, ensuring proper tracking and deployment in the Asset Management Program. Provide remote support to off-site employees as necessary. Follow company IT policies and procedures to ensure data security and compliance. Coordinates hardware support issues to vendor Tech Support for correction. Perform other duties as required.

INTERACTION

This position will closely interact with the Technology Resources Manager - Infrastructure and IT Team Members. This position will require the applicant to work with others in a Positive and Professional Manner. EDUCATION/YEARS EXPERIENCE Associate degree in Information Technology, Computer Science, or related field (or equivalent experience). 1-2 years of experience in a helpdesk or IT support role. Industry certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus. Knowledge of Microsoft technologies such as Office, Active Directory, Group Policy. Knowledge of networking technologies such as IP, DNS, DHCP. REQUIREMENTS - To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. KNOWLEDGE, SKILLS, AND ABILITIES Excellent problem-solving and analytical skills. Strong verbal and written communication. Ability to manage time effectively and prioritize multiple tasks. Competence in documenting technical processes clearly and accurately. Customer service orientation and a friendly, professional demeanor. Understanding of Windows and macOS operating systems. Basic networking concepts (IP addressing, DNS, DHCP). Familiarity with Active Directory, Office 365 administration, and remote desktop tools. Knowledge of common software applications and troubleshooting procedures. Ability to work in a fast-paced, always changing environment. The Upper Deck Company, LLC

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