IT Service Desk Technician I

Impassioned…Emboldened…Infinitely Curious: The Bradford Group family of brands is a world leader in new product development. We have been selling joy for the last 50 years! Our global organization consists of 8 business divisions ranging from jewelry, apparel, collectible coins, home decor to holiday and so much more. We concept, create, design and market our creative products directly to our customers, and leverage licenses with the biggest names in entertainment and sports to bring unique and curated products to our customers across the globe.

We are hiring for a an IT Service Desk Technician I. This role will provide support and troubleshooting for the desktop environment, manage communication between the company and the helpdesk vendors and identify areas for improvment. Maintain software and OS patching across the enterprise.

How you will contribute: 

• Provide day-to-day support for the end user community.

• Field incoming requests to the Service Desk via both telephone and e-mail/ticketing system to ensure courteous, timely and effective resolution of end user issues.

• Evaluate documented resolutions and analyze trends for ways to prevent future problems, alert management to emerging trends in incidents, assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Provide on-call availability up to 10 weeks per year.  

• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver desktop service levels.

• Perform hands-on fixes at the desktop level, including software installation and upgrade, hardware installation, file backups and recovery, and systems and applications configuration.  Perform preventative maintenance, including workstations, printers, and peripherals checking and cleaning.

• Reinforce SLAs to manage end-user expectations.

• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
• Accurately document instances of desktop equipment or component failure, repair, installation, and removal. If necessary, liaise with third-party support and PC equipment vendors.
• Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow ups to help requests. 
• Assist in the maintenance an inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.

• Assists employees in the offices outside of Niles and Bensenville, including Jacksonville, FL, Oxford, Canada, Australia, and China offices with desktop and laptop support.

What you will bring and skills that excite us:

• Bachelors degree in Computer Science, Information Technology or related field, or equivalent experience
• 2 years IT work experience preferably in desk top and/or server support
• Experience with equipment and software standards, procedures and procurement.
• Excellent communication skills-both written and verbal.
• Familiarity with fundamental priciples of ITIL (required) and IT Service Management Principles.
• HDI Help Desk certification.
• Experience with equipment and software standards, procedures and procurement.
• Excellent communications skills, both written and verbal
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.

Bradford at a glance:

• Our scale: We have over 400 employees based out of our global headquarters right outside of Chicago, we have marketing operations in over 10 countries worldwide, and have over 32 million customers served.
• Compensation and benefits: We offer a competitive compensation plan and great benefits, with some benefits starting from day 1!
• We own the company: Employee Stock Ownership Plan (ESOP) which allows you to not only derive the benefits of working as an employee at The Bradford Group, but also gain the benefits of being an owner.
• Professional Development: There is always room to learn! We offer a Professional Development Program, a Mentor Program, and LinkedIn Learning to our teams as well as additional hands-on training and development. Our teams utilize a continuous performance management and development structure for feedback. We meet quarterly to focus on the future!
• Our values: Honesty. Innovation. Respect. Teamwork. Giving back. These are just some of the core values that drive our team members. Our team strives to build a culture of continuous feedback where anyone can share and create our “next big idea,” among diverse and inclusive teams.
• Flexibility and wellness: Whether it’s offering hybrid environment (onsite/remote) for our corporate staff, to a generous, front-loaded PTO and holiday package to all staff and corporate wellness initiatives such as an annual health fair and an onsite fitness center, we are committed to our team members well-being. New hires start with 16 days of PTO and 8 paid holidays per year.
• Perks and more: We have a Business Casual Work Environment, Health and Dental Insurance, Vision, Life Insurance, Disability Insurance, Paid Time Off (PTO), Direct Deposit, Credit Union, Flexible Spending Accounts, Health Savings Accounts, Employee Assistance Program, Employee Referral Bonus Program, 401(k), Profit Sharing, Tuition Reimbursement, and Toastmaster’s memberships, a Peer Recognition Program, Product Discounts and more!

Compensation: 

$57,000 - $65,000

The Bradford Exchange is an Equal Opportunity Employer. 

#LI-Hybrid

Salary : $57,000 - $65,000