Serves as a single-point of contact for all of Melaleuca’s IT needs by interfacing with customers via phone, chat, email, and other request mechanisms – providing remote support

Following established processes, the Help Desk I technicians troubleshoots and supports all basic hardware, software, and in-house applications within the Melaleuca environment

Monitors systems and alarms, troubleshoots, and escalates when appropriate

Sets up/unlocks customer accounts and access – creating new users and profiles

Assists customers with hardware

Rotate and move backup tapes to off-site storage

Accurately prints business reports and commission checks

Documents and tracks all incidents/requests

Ensures timely response and resolution of open incidents/requests

Documents and maintains assigned knowledge articles

Tracks and maintains asset data assisting with reporting and auditing

Adheres to metrics and service level agreement

Excellent Customer Services skills

Ability to maintain and work with confidential information

Experienced in troubleshooting methods and procedures

Can adhere to and follow instructions given to by Team Lead or Manager

Detailed work and organizational skills

Ability to work independently and professionally

Ability to prioritize and organize

Written and verbal communication skills

Ability to work under stress

Standing, sitting, or walking for duration of shift

Ability to perform the essential duties and responsibilities with efficiency and accuracy

Thorough understanding of Microsoft Windows operating systems, specifically Windows 10

Experience troubleshooting and supporting hardware and software

Experience troubleshooting and supporting Microsoft Office

Experience troubleshooting and supporting Microsoft Outlook

Strong knowledge of computer hardware either through building computers or troubleshooting hardware problems

Basic understanding of server structures and Active Directory

Basic understanding of network software, hardware and services

Basic understanding of security protocols including authentication, permissions, etc.