What are the responsibilities and job description for the Help Desk Technician position at BIOWORLD MERCHANDISING?
Bioworld Merchandising is a leading design and distribution company of licensed and private label apparel, headwear & accessories to all retails channels. We collaborate with some of the most widely recognized brand and retail partners in the world. We are seeking skilled candidates who are excited to join this amazing team!
We Believe in Great Brands: Our goal is to translate the brand story into product that is as innovative and distinctive as the brand itself.
Creative Culture: Our team brings to our brand partners a unique mix of creative product design paired with merchandising expertise. We believe innovation comes from a diversity of creative ideas.
We are the Market: Our team believes in full immersion to gain insight into retail markets, contemporary culture and consumer reaction.
We are currently seeking Helpdesk Technician to join our team of outstanding employees!
POSITION OVERVIEW
Responsible for providing professional level hardware and software technical assistance in a fast paced environment. Responds to support requests, runs diagnostic programs, isolates problems, and determines and implements solutions in a timely manner.
JOB DUTIES
- Must have CompTIA A , CompTIA Network (N ), or MCP certification. Apple ACMT certification is a plus.
- Strong knowledge of PC and Mac environments, including hardware, software, and printer support.
- Ability to communicate technical information clearly and effectively to employees and customers in non-technical terms.
- Basic understanding of networking concepts and troubleshooting.
- Willingness to learn, adapt, and follow guidance from the Help Desk Manager and IT team.
- Analyze, evaluate, and provide recommendations for system improvements, optimizations, and development.
- Strong verbal and written communication skills to effectively document and resolve IT issues.
- Ability to conduct research and identify solutions to technical problems as needed.
- Strong working knowledge of Microsoft Office Suite and experience with VPN support.
- High attention to detail, strong time management skills, and the ability to prioritize tasks efficiently.
- Experience managing help desk tickets using platforms such as ServiceNow, Halo, Remedy, or other incident management systems.
- Experience troubleshooting and supporting basic printer hardware issues.
- Ability to work both independently and collaboratively within a team.
- Willingness to provide after-hours support as needed to accommodate global offices.
- Strong critical thinking and troubleshooting skills to diagnose and resolve technical issues efficiently
QUALIFICATIONS
- Provide hardware and software technical assistance for support requests related to company computer systems and peripherals in both an office and warehouse environment.
- Support US offices during their off-hours.
- Diagnose, troubleshoot, and resolve/escalate issues reported to the help desk.
- Monitor, manage, and document all actions and solutions into ServiceNow ITSM.
- Respond to requests via email, in person, or over the phone using remote assistance tools.
- Follow up on outstanding requests and ensure timely resolution.
- Install, modify, and repair computer and printer hardware and software.
- Setup and configure computers and peripherals for on-boarding of new employees.
- Maintain inventory of company computer equipment, peripherals, and supplies.
EDUCATION REQUIREMENT
- Associates degree and/or 2 years of related work experience.
BUSINESS HOURS
- Corporate Office Hours: Mon-Fri, 8:30am-5:30pm CST
