Help Desk Technician Level 1

We are seeking an energetic, interpersonal, passionate, organized/detail-oriented, and tech-savvy Level 1 Help Desk Technician to join our growing team. In this role, you will be the first point of contact for our employees, providing great customer service and prompt and effective technical support.

Organization Overview

Loving the game is what drives you to compete at your best. And that is what has driven us to create state-of-the-art equipment for 130 years for athletes. Under the ownership of Sumitomo Rubber Industries Ltd., Cleveland Golf, Srixon, XXIO, and Dunlop Racket Sports are a family of global brands dedicated to the joy of the game. It’s why we play. To have that feeling when all the hard work comes together for that first eagle putt, or backhand crosscourt winner. We are Dunlop Sports, a house united under the iconic Flying D logo.

Benefits

• Paid Time Off: Vacation, Sick Leave, and Holidays
• Health Coverage: Medical, Dental, and Vision Insurance
• Disability Coverage: Long-Term Disability (LTD) and Short-Term Disability (STD)
• Retirement: Matching 401(k) Plan
• Flexible Spending Account (FSA)
• Life Insurance: Company provided Life and Supplemental Life Insurance options
• EV: Access to EV Charging Stations
• Additional Perks: Great employee work culture and growth

Key Responsibilities

• Manage and respond to IT help desk tickets, resolving technical issues in a timely and efficient manner.
• Perform analysis and troubleshooting to resolve hardware or software issues.
• Assist users with password resets and login troubleshooting for various systems.
• Troubleshoot and repair laptops, desktops, peripherals, software, and printers to ensure an optimal working environment.
• Install, configure, and maintain end-user hardware and software, ensuring that all equipment is functioning properly.
• Provide end-user support for basic software issues, including operating systems and standard office applications.
• Document and track issues, resolutions, and steps inside Jira taken for future reference.
• Identify and escalate complex issues to higher-level support teams.
• Support the IT Department with various tasks as needed.
• Proactively identify, communicate, and implement solutions to prevent future support issues.
• Possible Saturday work to support our Warehouse Operations.

Skills and Qualifications

• Experience as an IT Technician, IT Support Specialist, or similar role.
• Basic knowledge of computer systems, hardware, software, and networks.
• Familiarity with common office software (e.g., Microsoft Office and Adobe Cloud).
• Strong analytical, research, and problem-solving skills
• Excellent communication skills with the ability to assist users with varying levels of technical knowledge.
• Ability to work independently and as part of a team.

Preferred Qualifications

• Key characteristics: Strong Customer Service, passionate about Technology, organized/attention to detail & ability to work independently or as part of a team.
• Experience with managing IT Help Desk tickets via response and resolution SLAs inside a ticketing system (e.g., Jira).
• Basic knowledge of Active Directory for password resets and user management.
• Experience with laptop, desktop, peripherals, and printer setup, maintenance, and troubleshooting.