IT Support Tech III
Marlborough, MA

Job Description

Make an impact with outstanding products from world-class brands including our 7 leadership brands: OXO®, Hydro Flask®, Vicks®, Braun®, Honeywell®, PUR®, Hot Tools®.

We have an immediate opening for an IT Support Tech III based out of our Marlborough, MA location.

What contribution will I make to Helen of Troy?

As an IT Support Tech III, you will provide reliable and efficient service of computers, software, and network services. This includes the delivery of new hardware and software to desktops, as well as, the configuration, installation, support, and maintenance of Personal Computer (PC) hardware and software. You will support a variety of desktop applications in a Windows 7, Vista, and/or XP environment(s) and provide basic network support, generic security, and network project support. Also included is general support for Windows servers and other computer equipment to include, but not limited to, Apple products, mobile phones, tablet computers, printers, scanners, plotters, etc.

What will I be doing?

* Provides end-users, local and remote, technical support of desktop and laptop hardware and software. Researches, analyzes, 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, administers, 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. Provides regular business hour, after hour, and weekend/holiday on-call support for all systems.
* Infrastructure support to include building and installing cables; running plant cabling; researching, learning, and evaluating new software; and documenting systems.
* Provides routine maintenance to include installing and configuring new computers and telephones; repairing and upgrading PC and Mac hardware and software; troubleshooting printers, scanners, and copiers; maintains inventory of equipment and supplies; schedules regularly for server upgrades; and provides day-to-day operation of back-up systems including rotation of back-up tapes.
* Supports end-user issues such as: diagnosing hardware and software problems, training faculty and staff, and using IT support request system to document, prioritize, and track requests.
* Provides after hours support as needed.

What are the requirements for consideration?

* High School Diploma or General Equivalency Diploma and specialized or technical training OR 5-7 years' related experience equivalent to specialized or technical training.
* 5+ years of call center administration or other administrative roles.
* Customer service oriented
* Excellent oral and written English communication skills.
* Good multi-tasking and teamwork skills.
* Working knowledge of computer and printer hardware.
* In-depth knowledge of Microsoft Office applications (MS Outlook, Excel, Word, PowerPoint, Visio, SharePoint (MOSS), etc.).
* Strong analytical and problem-solving skills required.
* Ability to train, coach and present information to users at all levels
* Some domestic travel may be required.
* Applicants must be eligible to work full-time in the United States.

To learn more about Helen of Troy, visit us at www.helenoftroy.com

You can also find us on LinkedIn, Glassdoor, Facebook, and Twitter.

Helen of Troy is an Equal Opportunity / Affirmative Action Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

If you, as one of our employees or as an applicant for employment, have any questions about our Affirmative Action Plan, please contact Human Resources during regular business hours.

If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact Human Resources at (915) 225-8000.

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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.