Helpdesk Support Specialist

Who We Are:

WHY Brands Inc., a parent company of Munchkin and Curio Home Goods, focuses on creating, incubating, and growing the next generation of consumer lifestyle brands. Founded in 1990, Munchkin is the leading consumer product company and most loved baby lifestyle brand behind the innovative gear and products for children, mothers, and caregivers. Munchkin has sold billions of dollars of products through our key retail partners:
Target, Walmart, and Amazon and has global distribution in over 50 countries. Curio, a premium brand of curated collections of home goods, launched in 2023. WHY’s vision is to establish an expanding portfolio of innovative businesses aligned with its commitment to inventive product design. With over 320+ patents under our belt, we continue to create solutions that leave our customers asking, "how did I ever live without this?"

Recognized as #8 on America’s Most Innovative Companies list by Fortune Magazine, innovation is the core of our company DNA and has been driving our designs for 30 years.

The Helpdesk Support Specialist requires minimal supervision and performs a wide variety of technical duties, including the support of the Company’s IT infrastructure through diagnoses. A strong customer service mindset is the key to succeeding in this role. Other duties may be assigned as required.

• End User Support for PC/MAC/Mobile Device and Peripherals:
  • Provide expert-level helpdesk end user support on hardware/software issues with approximately 250 internal and remote users in a hybrid desktop (50-50 PC and Mac workstations) and mobile (iOS/Android) environment
  • Install, configure and maintain computer hardware, software and peripherals
  • Ensure customer service is timely and accurate daily
  • Manage helpdesk queue and escalations for priority users and provides timely resolutions
  • Review, maintain and enforce corporate cybersecurity standards and compliance regulations (PCI, CTPAT, SOC, GDPR, CCPA)
  • Track and monitor existing and potential computer problems
  • Make recommendations to IT Manager for fixes and enhancements
  • Track, schedule, and deliver refreshed workstations for existing employees
  • Participation with maintaining inventory of hardware, software and support assets. Maintain standard user workstation images
  • Identify opportunities for automation and assist with the development of automation systems to address those opportunities
  • Provide day-to-day technical support to employees for network infrastructure, telephone, printing and internal/remote desktop systems software and hardware
  • Provide updates to the customer regarding the problem's status when the projected completion time for problem resolution changes or if the customer requests status
  • Provide remote support to users working offsite or from home
• Network Administration/Engineering Duties:
  • Exchange/Outlook E-mail support including user/distribution list maintenance and archiving
  • Support and troubleshoot VPN connectivity
  • Address issues from security logs and Sophos endpoint monitors
  • Maintain Network Printing. This includes basic queue administration, monitoring of traffic, addition and/or deletion of print queues as needed
  • Ensure proper network access controls and user permissions are in place
  • Troubleshoot network connectivity issues for end users and devices
• Applications Support:
  • Provide tier 1 support for all priority customized application business users, primarily working on graphic, web, ecommerce and social media environments (i.e. Solidworks, ArtiosCAD, Keyshot, Adobe Creative Cloud, Work Front, Bynder)
  • Provide tier 1 end user support for SaaS environments, such as Office
    365, Sales Force and AWS services
  • Answer operational questions as it pertains to software configuration and provides solution or refers questions to appropriate contact for resolution
  • Provide tier 1 support for audio/visual equipment and set ups in meeting rooms and meeting events
  • Assist users with Zoom Room configurations and troubleshooting
  • Manage conferencing tools and applications (Zoom client, Microsoft Teams, Go To Meeting )
  • Ensure proper functioning projectors, screens and other AV equipment
  • Monitor and manage IT inventory
• Telecom…