IT Technical Support II

Job Description About Us

Nexus Brands Group is the market leader in tattoo, pet grooming and beauty industries. We strive to support our professional customers who are fully committed to the lifestyle and sharing their craft to customers and enthusiasts across the globe. Nexus Brands Group represents a family of authentic brands and businesses that offer industry leading products, innovation, and service to help professionals share and perform their passion to the highest level possible.

The IT Support Technician II investigates and resolves software and hardware problems experienced by computer users as well as provides hardware and software installation, support and maintenance for company users and locations. The IT Support Technician II works collaboratively with other IT and company personnel to execute on tasks and projects to provide a high level of customer service while adhering to company IT standards.

This is a non-exempt position.

• Provide mentoring to others on the Helpdesk team.
• Serve as the first point of contact for employees seeking technical assistance over the phone or in person including assisting using Connect Wise remote support tools.
• Manage Active Directory, M365 and VOIP phone system for new/update/delete user provisioning.
• Install and perform repairs to hardware, software and peripheral equipment following design of installation specifications.
• Perform PC imaging using current imaging technology.
• Provide accurate and timely logging of problem responses, status updates and resolution of problems in the company Help Desk tracking software.
• Collaborate with Information Systems team members to identify and implement solutions that add efficiencies to the team’s current processes.
• Develops and maintains process and procedure documentation for end users and Helpdesk personnel.
• Collects information about a problem and leads user through diagnostic procedures to determine source of error.
• Handles problem recognition, research, isolation, resolution and follow-up for routine problems.
• Perform User Training.
• Any other duties needed to help drive to our Vision, fulfill our Mission, and abide by our Company’s Values.

• Experience working in an IT Service Desk, Help Desk, Desktop Support, or similar position within a fast-paced environment.
• Proficiency with Windows, Mac, iPad and iPhone
• Documentation skills (ability to enter clear and concise information into Helpdesk ticketing application)
• Working knowledge of Microsoft Office applications
• Knowledge of networking principles related to desktop and laptop computer hardware
• Proven ability to function in a self-directed manner in a fast-paced, agile environment where critical thinking and strong problem-solving skills are essential for success
• Innovative thinker who is positive, proactive, and readily embraces change
• Must be a team player, organized and have good interpersonal skills
• Highly self-motivated and detail orientated
• Excellent written and oral communication skills
• Exceptional customer service orientation
• Ability to articulate technical information to non-technical users
• Proficiency in English (required) and Spanish (desired)

• BS/BA/AA in Information Technology or related field desired.
• CompTIA A+ certification desired
• Minimum three (3) years' experience in an IT support role, providing remote and in-person end-user support in a corporate environment.
• Must have a valid driver’s license.

• Position is fully on-site five (5) days a week, and as needed based on operational requirements.
• Up to 25% travel required.
• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Occasional inspection of cables in floors and ceilings.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.

• Friendly and supportive culture with team member appreciation events
• Open-door policy
• Health and welfare benefits
• Pet discount program
• Supplemental insurance options including long and short-term disability…