DESKTOP SUPPORT TECHNICIAN I

Description

Quality Gold, Inc. is a family-owned global company founded in 1979. We are headquartered in Fairfield, Ohio, and operate within the United States, Canada, and India. As a wholesale distributor and manufacturer, we offer more than 165,000 jewelry and gift products that are available to ship same day, and more than 150,000 items available via special order. We actively serve more than 15,000 retailers across the United States, its territories, and Canada.

At Quality Gold, we're not just about delivering high-quality solutions and services in the jewelry wholesale industry – we're about growth and innovation. As a company that's constantly expanding, we're at the forefront of technology, providing cutting-edge services to our ever-growing clientele. Our business has been built on a commitment to provide the largest selection of products, the best service, and the best value to our customers. We're looking for energetic and dedicated team players to contribute to our upward trajectory and play a key role in our journey towards even greater success.

BENEFITS: We offer a comprehensive benefits package that includes the following:

Medical, dental, and vision insurance, company-paid life insurance, and short/long-term disability insurance are all available to you on the first month following your start date. Over two weeks of Paid Time Off (PTO) that starts accruing on your first day of employment and increases after six years of service. Company 401(K) program with company matching that you are eligible to participate in the first month following three months of employment. Profit sharing, supplemental insurance, adoption assistance, employee discount, referral program, employee assistance program, and more!

Objective:  Provide technical support to end-users throughout the organization to address and resolve hardware, software, and other computer-related issues in a timely and professional manner. Our goal is to minimize disruption of workflow for users and ensure seamless continuity of company operations. 

Essential Functions: 

• Diagnose, troubleshoot, and provide support for hardware such as: desktops, laptops, printers, scanners, phones, scales, barcode readers, and security cameras.
• Install, configure, and maintain company operating system software and programs on desktop, laptop, and virtual computers.
• Perform hardware and software upgrades to existing computer equipment as needed.
• Maintain an accurate inventory of hardware and software.
• Configure, install, and maintain user workstations.
• Move workstations and related IT equipment as needed.
• Install and maintain network cabling, network drops, and network closets.
• Regular attendance and compliance with the Company’s handbook policies and procedures.

Supervisory Responsibilities – No supervisory responsibilities

Qualifications

To perform this job successfully, an individual must be able to adequately perform each essential duty. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Competency:

• Ability to work independently, be able to self-direct, and work collaboratively with others to efficiently achieve desired results.
• Ability to build PC hardware, install computer software, and terminate network connections.
• Understands and is able to troubleshoot Windows operating systems and Microsoft Office Suite.
• Strong communication skills with the ability to transfer technical knowledge to non-technical users to meet employee computer needs in a professional and courteous manner.
• Uses logic and reasoning to identify problems and review related information to develop and evaluate options and implement solutions.
• Able to effectively read and understand directions to troubleshoot user questions and to make sure operating systems are in proper working order.

Work Environment: Indoor, climate-controlled office work environment with individual desk space; however, job duties require working in all locations of the building including the warehouse and manufacturing areas. Exposure to dust and dirt from working in various building locations and from having to get on the floor to install and troubleshoot computers. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines, etc.

Individuals working in the secure area are required to follow the Company’s Secure Area Dress Code and Secure Area policies. All clothing must be free from metal and no metal worn into the secure area of the building.  Any metal present inside or outside the body due to a medical condition must be visually inspected or reasonable accommodations may be made.

Physical Demands: 

• Lifting and carrying up to 50 pounds for workstation moves and relocations.
• Climbing ladders and use of scissor lift for network cable installs, security camera installs, and general maintenance.
• Sitting at a desk, using a computer keyboard and mouse with hands and fingers, and viewing a computer screen for long periods.
• Bending, twisting, walking, seeing, talking, and listening.

Position Type and Expected Hours of Work:  Full-time, Monday through Friday 9:00 a.m. to 5:30 p.m. Saturday work may be required when facilities are open during peak seasons or as needed for computer maintenance and upgrades.

Travel:  Negligible

Required Education and Experience: 

• Associate degree in an Information Technology or related major and/or equivalent combination of education and experience.

Preferred Education and Experience: 

• Experience troubleshooting Windows operating systems and software.
• Basic knowledge of Adobe Creative Cloud applications for end-user support.
• Basic understanding of network principles (IP Addressing, DNS, DHCP, etc.).
• Basic VOIP troubleshooting.
• Basic understanding of thin clients and workstations.
• Experience with computer imaging, printer troubleshooting, and network cable termination.

Additional Eligibility Qualifications:  No additional eligibility qualifications required.

EQUAL OPPORTUNITY EMPLOYER STATEMENT

Quality Gold, Inc. prohibits discrimination and harassment of its employees or applicants based on a person’s age, disability, gender, gender, gender identity or expression, sexual orientation, national origin, race, color, religion, veteran status, marital status, genetic information, or any other protected group status.