Help Desk Technician

Job Description – Forest River Inc. – Help Desk Technician (Onsite)

The Forest River IT team is growing! We are seeking a sharp, customer-focused Help Desk Technician to report to our VP of Technology. In this role, you will be the primary point of contact for our staff—using your technical expertise to solve problems, maintain systems, and ensure technology works seamlessly for everyone.

• Growth - Work in a supportive, fast-paced, entrepreneurial, and innovative workplace that offers opportunities for advancement.
• Help shape the future - Have a hand in building and growing our evolving Technical Support strategy.
• Opportunity - shape best practices for Technical Support initiatives.
• Grow business knowledge by working with teammates across all aspects of Forest River’s diverse business.

You’ll bring proven communication skills, sharp problem-solving instincts, and a commitment to excellence to every support interaction.

• Deliver hands‑on technical support for hardware, software, mobile devices, and other technology tools — by phone, email, in person, or remote desktop.
• Diagnose and resolve issues quickly; elevate complex problems to the right team member with full context.
• Manage user accounts — password resets, unlocks, re‑enable, and identity verification.
• Maintain up-to-date knowledge of company policies and assist in compliance efforts.
• Contribute to and maintain Help Desk documentation, knowledge base articles, and procedural guides.
• Assist in keeping the Help Desk web presence current and useful.
• Log, track, and document all technical issues accurately and completely.
• Produce clear written materials — correspondence, memos, reports, and presentations — using word processing and graphics software.
• Stay current on emerging technologies and trends relevant to the role.
• Pitch in on other related duties as the team's needs evolve.

• Associate's degree preferred, with 5+ years of hands‑on technical and customer service experience.
• Strong interpersonal skills with a genuine focus on customer satisfaction.
• Proactive self-starter with a strong sense of ownership and the ability to work independently in a fast‑paced environment.
• Outstanding written and verbal communication skills.
• Solid working knowledge of Windows‑based PC environments.
• Proficiency with common software packages — Microsoft Office, Adobe products, AutoCAD, and similar tools.
• Intermediate understanding of TCP/IP networking and the ability to troubleshoot connectivity issues.
• Comfortable working with users of all technical skill levels.
• Ability to design and deliver basic technology training materials.
• Strong grasp of organizational policies and procedures — and the judgment to apply them.
• Unwavering commitment to confidentiality and data integrity.
• Reliable personal transportation required (business mileage reimbursed).
• Personal smartphone required for departmental communications.