IT Help Desk Engineer

At Kenda USA, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified IT helpdesk engineer to assist our employees with questions and problems concerning computer systems, hardware, and software. The helpdesk engineer will work with employees remotely and in person, assisting them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. The ideal candidates will be excellent problem-solvers with outstanding communication and customer service skills.

** Please note that this is an on-site position **

Benefits:

• Generous Pay commensurate with experience and/or education
• Benefits package includes medical, dental, vision, life, accident, critical care, and short-term & long-term disability insurance
• 401K retirement program with employer match
• Paid holidays, sick and vacation time
• Employee purchase pricing on auto, power sport, and bicycle tires

Objectives of this role:

• Provide quick and effective assistance with information technology systems
• Guide employees remotely and in person through systems configuration, troubleshooting, and maintenance
• Listen attentively to employees’ questions and concerns and offer optimal solutions
• Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel
• Provide employees with superior service with empathy
• Represent Kenda USA with professionalism and integrity while helping to advance our company mission

Skills and Qualifications

• Associate degree in computer science equivalent or a minimum of 3 to 5 years experience of related information technology support services experience.
• Excellent problem-solving and analytical skills
• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software
• The ability to break down technological processes and deliver clear, step-by-step instructions
• Windows OS 10 - Server 2022, Microsoft 365, Active Directory, TCP/IP
• Strong verbal and written communication skills
• Commitment to providing exceptional customer service

Preferred Qualifications

• Passion for problem-solving and customer service
• Ability to diagnose and resolve a variety of technical issues
• Team-oriented mindset with an openness to constructive feedback
• Eagerness to learn new technologies and systems
• A+, Networking +, Security+ certification preferred, but not required
• Prior ERP/MRP experience a plus

Responsibilities:

• Respond to tech inquiries via email, over the phone, or in person
• Inform employees about IT products and services
• Use remote management tools to resolve issues in a timely manner
• Help with troubleshooting hardware and software
• Follow up with customers to ensure satisfactory service
• Communicate employee feedback to the appropriate internal team members
• Other duties as assigned

Equal Opportunity Employer (EOE)