Help Desk Technician

The Company

At Norwex, we are Real People making a Real Impact through our Mission of radically reducing harmful chemicals in our homes and environment. We’re not just a company – we are a Promise for a Bright Future – and our core values of Integrity, Trust and Respect have earned us the loyalty of our employees, our consultants and our customers. We are making a difference.

Summary

The role of the Help Desk Technician will assist employees and troubleshoot day-to-day office issues to ensure that all our technology operations continue efficiently. Our Help Desk Technician plays a vital role on the team as they will facilitate technology requests, improve processes, and contribute innovative ideas to improve processes. The ideal candidate will have some server and networking knowledge.

Responsibilities

The Help Desk Technician is responsible for

• Technical Support: Provide first-line support to employees via phone, email, or chat for IT-related issues, including software, hardware, and network problems.
• Troubleshooting: Diagnose and resolve basic to moderate technical issues related to operating systems, applications, hardware, and networking.
• Incident Management: Log, track, and resolve technical issues in a ticketing system, ensuring that issues are addressed within service level agreements (SLAs).
• User Account Management: Assist with user account setup, password resets, and access issues for systems, applications, and network resources.
• Hardware/Software Installation: Assist with the installation and configuration of hardware (e.g., computers, printers) and software (e.g., operating systems, productivity tools).
• Escalation: Escalate complex or unresolved issues to higher-level support teams or specialists as needed.
• Documentation: Maintain accurate records of issues, solutions, and troubleshooting steps in the ticketing system.
• End-User Training: Provide basic training to users on software, hardware, and system usage to improve user knowledge and reduce recurring support requests.
• System Monitoring: Monitor and ensure the functionality of IT systems, providing basic troubleshooting for network or server-related issues.
• Hardware Maintenance: Perform routine maintenance on IT equipment, including updates, patches, and physical inspections to ensure optimal performance.
• Collaboration: Work closely with other IT teams (e.g., network administrators, system engineers) to resolve more complex issues.

Qualifications

• Proven experience in a technical support or helpdesk role.
• Basic knowledge of computer systems, hardware, software, and networking.
• Familiarity with operating systems (Windows, macOS) and common business software (e.g., Microsoft Office Suite, web browsers).
• Strong problem-solving and troubleshooting skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Familiarity with ticketing systems and IT support software (e.g., Zendesk, ServiceNow).
• Ability to work independently and as part of a team.
• Strong organizational and time-management skills.

The following qualifications are preferred and will make the most successful candidates stand out:

• 2-3 years of experience as a helpdesk technician in a fast paced environment.
• Experience with Active Directory, Office 365, and cloud-based services.
• Familiarity with networking concepts (e.g., IP addressing, VPNs, DNS).
• Basic knowledge of security best practices.
• IT certifications such as CompTIA A , Microsoft Certified Professional (MCP), or similar

This position is an in-person role with the expectation of being in Whitestown, IN.

Norwex offers a family-oriented culture where spending time with your family is valued as much as spending time with your office family.

We offer excellent benefits including medical, dental, vision, pet insurance, and many more options to best fit your needs. Norwex is an Equal Opportunity Employer.