IT Support Technician

Overview

Join our IT team at Helen of Troy and make an immediate impact on our trusted brands: OXO, Hydro Flask, Osprey, Honeywell, PUR, Braun, Vicks, Hot Tools, Drybar, Curlsmith, Revlon, and Olive & June. Together, we build innovative and useful products that elevate people’s lives everywhere, every day.

Look around your home, and you’ll find us everywhere—in your kitchen, living room, bedroom, and bathroom. We are powered by knowledgeable, enthusiastic, and forward-thinking people committed to developing a culture of inclusion. Whether you are just starting your career or in need of a challenge, we recognize, develop, and empower talent!

IT Support Technician I

IT

Plano, TX (Dallas, TX)

100% Onsite, not remote

M-F, 7 a.m.–4 p.m.

• Provide end-users, local and remote, technical support of desktop and laptop hardware and software. Research, analyses, and diagnoses problems with client systems including PC hardware and software, servers, peripheral equipment, and networks.
• Installs, configures, upgrades, and troubleshoots computer software and hardware, including PC and Mac workstations, servers, peripherals, and network and voice cabling.
• Assists in managing regularly used servers and services including e-mail, print and back-up servers, and their associated operating systems and software.
• Creates and maintains user accounts, passwords, groups, mail aliases, and other system and network files.
• Supports, maintains, coordinates, and troubleshoots network WAN and VPN connectivity.
• Identifies and implements technologies and methods of using existing software to help users work more efficiently.
• Initiates and/or has field contact with vendor support to resolve technical problems or make improvements with desktop computing equipment and software, servers, and software.
• Establishes and enforces incident response service level agreements in consultation with end users to establish incident resolution expectations and time frames.
• Analyzes performance of incident management activities and detailed resolutions, identifies problems, and devises and delivers solutions to improve quality of service and to prevent future problems.
• Designs and enforces the handling and escalation policies and procedures for requests.
• Accesses software updates, drivers, knowledgebase, and FAQ resources on the internet to aid in problem resolution.
• Tracks and analyzes trends in incident reports and generates statistical reports.
• Assesses need for any system reconfigurations (minor or significant) based on incident trends and makes recommendations.

• Ability to work independently with minimal supervision.
• Good multi-tasking and teamwork skills.
• Strong analytical and problem-solving skills.
• Excellent oral and written English interpersonal skills.

• High School Diploma or equivalent.
• 2+ years of experience required in a technical role.
• Customer service oriented, proactive, flexible and adaptable.
• In-depth knowledge of Microsoft Office Outlook, Excel, Word, Visio, SharePoint (MOSS), etc.
• Experience supporting remote users and offices, fixing and repairing computer hardware.
• Solid grasp of PC and MAC experience.
• Audio/Video meeting set-up experience.
• Warehouse experience (label printers, scan guns, etc.).
• Ability to support regular business hours, after hours, and weekend/holiday on-call support for all systems.
• Ability to commute to the Data Center in Downtown Dallas, TX (1950 N. Stemmons Freeway) as needed.
• Authorized to work in the United States on a full-time basis.

• Associate’s Degree or equivalent and specialized or technical training.
• Experience in a Citrix/Terminal server environment.
• CompTIA A+ and Network+ certifications.
• BTEC/A Levels or equivalent and specialized or technical training.

We are an Equal Opportunity / Affirmative Action Employer.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

We will provide individuals with disabilities with reasonable accommodations to participate in the job application process. If you would like to request an accommodation, please contact Human Resources.

Founded in 1968, Helen of Troy is a global consumer products company with a diverse brand portfolio. Our strategy focuses on acquiring brands that we can integrate and enhance, driving growth and profitability while fostering collaboration and inclusion across our workforce.