Job description
Woman-run and owned since 1989, Title Nine has been outfitting and inspiring women to take risks both big and small, lead in their communities, and seek their own adventures.
About the Role
Title Nine is looking for a Desktop Support Engineer/Helpdesk Specialist to join our team. Reporting directly to our Director, Information Technology. This teammate will be responsible for resolving Tier 1 issues around hardware, software, and networking. The Desktop Support Engineer will also manage and update our helpdesk ticketing system and partner with our Systems Engineer to address more complex issues. The ideal candidates will have a customer service mindset with strong trouble shooting skills and be comfortable working with minimal supervision. This position is based out of our Emeryville, CA office, with frequent travel to our Distribution Center in Richmond, CA.
Key responsibilities include:
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Address Tier 1 helpdesk tickets regarding hardware, software and networking, documenting all aspects of work performed in the helpdesk ticketing system.
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Walk end-users through simple, step-by-step instructions that are written in a non-technical manner.
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Troubleshoot and diagnose basic hardware and software problems and fix the root of the problem.
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Record technical issues and solutions in the helpdesk ticket and in the knowledge base.
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Direct Tier 2+ issues/escalations to the next level of support personnel.
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Follow up with end-users to ensure their systems are functional after issues are resolved.
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Report on customer feedback and potential product requests.
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Create technical documentation and knowledge base articles.
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Setup computers and provide basic technical onboarding for new hires
About You
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You’re an athlete or outdoor enthusiast who enjoys working in a true team environment – one where everyone has their position, playing together for the win;
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You have a willingness and enthusiasm for learning – not only from your ‘coaches’, but also from your teammates;
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You also have:-
Associates Degree in Computer Science or related field; or equivalent related work experience.
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0-2 years of hands on experience in troubleshooting desktop, network and software issues in a Windows/Mac OS, Microsoft Office and Google Apps/Docs.
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Experience with remote trouble shooting techniques
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Experience replacing and upgrading computer hardware
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Excellent problem solving and multitasking skills
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Ability to work independently and know when to ask for assistance or escalate a problem
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Strong customer-service/end user focus and excellent communication skills with the ability to give clear non-technical instructions.
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Strong analytical and methodical troubleshooting ability.
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Attention to detail and strong organizational and follow-up skills.
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Our Benefits
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Medical, Dental, Vision, and Life Insurance
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Unlimited Paid Time Off plus 14 paid Holidays (including your birthday!)
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401(K) with employer match
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Paid Parental Leave policy
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The Title Nine Product Knowledge program: where you’ll receive free T9 products for your first 15 months (to get you up to speed on our product line)
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A generous employee discount on Title Nine Products and other industry “Pro Deals”
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A Bike Bucks & Carpooling rewards program
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Free, onsite Weekday Workouts (or Gym Reimbursement for remote roles and our Retail Teams)
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