Help Desk Associate
Help Desk Associate
Posted on :
05-04-2025
Employer Active
1 Vacancy
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Job Description
At Hot Topic were passionate about creativity and high performance. Our success comes from highcaliber teams that love our product and have a tenacious approach to learning. Supporting the HQ team as well as our DMs and RDs in the field the HQ Help Desk keeps the business running by responding to telephone calls email and personnel requests researching and resolving technical problems and tracking and monitoring issues to ensure a timely resolution. This role reports to the Sr. Manager of DC and HQ Operations.
This role is based at our Headquarters in City of Industry CA and will require you to be onsite 5 days a week.
WHAT YOULL DO:
- Ensure timely and effective resolution of all support requests by providing technical and procedural assistance.
- Monitor and address support workload via the ITSM application
- Identify and escalate issues in situations where necessary in a timely manner.
- Identify trends that affect users and make the Helpdesk staff and manager aware of them.
- Serve as an initial point of contact for team support and technical issues.
- Coordinate issue resolution with other support areas as required.
- Maintain accurate applications and business processes documentation.
- Provide feedback and suggestions to improve Help Desk business processes.
- Configure deploy and support PC and Mac hardware and software issued to all HQ and remote associates.
- Administer all HQ and remote associates Active Directory and Email accounts and ensure security compliance.
- Maintain and update all Mac OS hardware and software using JAMF.
- Maintain IT hardware inventory including laptops desktops monitors etc. using an asset management system SnipeIT.
WHAT YOULL NEED:
- Minimum of 2 years of practical experience in help desk support or a combination of education and certifications with equivalent work experience preferred.
- Experience with incident tracking and asset management software.
- A positive and energetic attitude with the ability to provide technical support to all levels of company employees (including but not limited to the CEO Directors VPs DMs etc. using tools such as TeamViewer and Zoom.
- Demonstrate dedication to meeting the requirements of internal and remote customers responding to all customer requests promptly and thoroughly. A desire to deliver firstclass service.
- Strong understanding of service desk business processes and hardware/software problem resolution.
- Familiarity with basic Active Directory and O365 user administration.
- Comprehensive technical knowledge of PC & Mac hardware network concepts and solutions and proficiency in supporting the following systems and applications: Microsoft Windows & Apple OS X operating systems MS Office (including 365 Adobe Creative Suite Crowdstrike Zoom JAMF and Intune.
- Excellent communication skills including the ability to work effectively in a team environment provide honest and direct feedback and communicate clearly both verbally and in writing.
- Ability to work independently without constant supervision.
- Meet deadlines prioritizes tasks effectively adapt to change and maintain composure under pressure.
- Flexibility to work a varied schedule when required by maintenance windows or special projects. May require occasional travel to provide offsite support.
- Must be able to lift 50lbs.
$20 $22 an hour
Please note the pay range for this position starts as listed in the job posting but other factors such as an individuals education location meeting the minimum job requirements for the role training and experience will determine the final salary for potential new hires.
Our company participates inEVerify. EVerify is a program that electronically confirms a candidateseligibility to workin the United States after completing the Employment Eligibility Verification (Form I9. The information provided on the Form I9 is compared to the records contained in the Social Security Administration and Department of Homeland Security (DHS) databases. This helps employers verify the identity and employment eligibility of newly hired employees.
Required Experience:
IC
Employment Type
Full-Time
Key Skills
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