IT Technical Support II

About Us Nexus Brands Group is the market leader in tattoo, pet grooming and beauty industries. We strive to support our professional customers who are fully committed to the lifestyle and sharing their craft to customers and enthusiasts across the globe. Nexus Brands Group represents a family of authentic brands and businesses that offer industry leading products, innovation, and service to help professionals share and perform their passion to the highest level possible. Position Overview The IT Support Technician II investigates and resolves software and hardware problems experienced by computer users as well as provides hardware and software installation, support and maintenance for company users and locations. The IT Support Technician II works collaboratively with other IT and company personnel to execute on tasks and projects to provide a high level of customer service while adhering to company IT standards. What you ll be doing Provide mentoring to others on the Helpdesk team. Serve as the first point of contact for employees seeking technical assistance over the phone or in person including assisting using ConnectWise remote support tools. Manage Active Directory, M365 and VOIP phone system for new/update/delete user provisioning. Install and perform repairs to hardware, software and peripheral equipment following design of installation specifications. Perform PC imaging using current imaging technology. Provide accurate and timely logging of problem responses, status updates and resolution of problems in the company Help Desk tracking software. Collaborate with Information Systems team members to identify and implement solutions that add efficiencies to the team s current processes. Develops and maintains process and procedure documentation for end users and Helpdesk personnel. Collects information about a problem and leads users through diagnostic procedures to determine source of error. Handles problem recognition, research, isolation, resolution and follow-up for routine problems. Perform User Training. Any other duties needed to help drive to our Vision, fulfill our Mission, and abide by our Company s Values. Is this role for you? Knowledge & Experience Experience working in an IT Service Desk, Help Desk, Desktop Support, or similar position within a fast-paced environment. Proficiency with Windows, Mac, iPad and iPhone. Documentation skills (ability to enter clear and concise information into Helpdesk ticketing application). Working knowledge of Microsoft Office applications. Knowledge of networking principles related to desktop and laptop computer hardware. Proven ability to function in a self-directed manner in a fast-paced, agile environment where critical thinking and strong problem-solving skills are essential for success. Innovative thinker who is positive, proactive, and readily embraces change. Must be a team player, organized and have good interpersonal skills. Highly self-motivated and detail orientated. Excellent written and oral communication skills. Exceptional customer service orientation. Ability to articulate technical information to non-technical users. Proficiency in English (required) and Spanish (desired). Education, Experience & Certification

BS/BA/AA

in Information Technology or related field desired. CompTIA A+ certification desired. Minimum three (3) years experience in an IT support role, providing remote and in-person end-user support in a corporate environment. Must have a valid driver s license.

Working Hours:

Must be willing and able to adhere to the work schedule: Monday - Friday, 8:00 am to 5:00 pm Some overtime hours may be required. Punctuality and reliability for scheduled shifts are essential and required. Work Conditions 40-hour on-site and on-call availability for five (5) days per month. Work in a rotation with IT team members to provide after-hours support for the company s mission critical systems. Up to 25% travel is required. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Occasional inspection of cables in floors and ceilings. Lifting and transporting moderately heavy objects, such as computers and peripherals. What s in it for me? We constantly strive to provide our team members with an optimal workplace. We believe that your work should be rewarding. Below are just a few of the benefits our Company offers our team members: Friendly and supportive culture with team member appreciation events Open-door policy Health and welfare benefits Pet discount program Supplemental insurance options including long and short-term disability and EAP 401k with company match Paid time off in addition to paid holidays Employee Referral Program Continuous training and growth opportunities Equal Opportunity & Accessibility Statement Nexus Brands Group is an equal opportunity employer. We are committed to creating an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, ancestry, citizenship status, age, disability, medical condition, marital status, pregnancy (including childbirth, breastfeeding, and related medical conditions), genetic information, military or veteran status, or any other characteristic protected by applicable federal, state, or local laws. We are a Fair Chance employer. Qualified applicants with criminal histories will be considered in a manner consistent with applicable local, state, and federal laws. We are committed to complying with the Americans with Disabilities Act (ADA) and providing reasonable accommodations to enable qualified individuals with disabilities to perform essential job functions. If you require a reasonable accommodation to complete an application, participate in the interview process, or otherwise take part in the hiring process, please contact us directly.