Job DetailsJob Location: Portland Support Center - Portland, ORSalary Range: $21.25 - $23.50 HourlyDescriptionPosition Summary/Objective of job:Based in our Portland Support Center, the Help Desk Technician 1 is an integral part of the Technology support team, providing technical assistance and support to both local and remote users. Serving as the initial point of contact for technical issues, you will be responsible for diagnosing and resolving technical issues, answering queries, and configuring, installing, and maintaining company hardware and network devices. The ideal candidate will have a strong technical aptitude, excellent communication skills, and a passion for delivering exceptional customer service. You’ll help create a strong community across our offices, central kitchen, and shops while playing a vital role in implementing current and future technology programs at Salt & Straw.Essential Functions:Provide first-line on-site and remote technical support to all Salt & Straw end-users and teams via phone, chat, email, or in person.Troubleshoot and resolve hardware, software, peripherals, and network issues across all supported platforms and locations promptly and effectively.Accurately identify, evaluate, and prioritize team member issues, requests and/or questions, escalating complex or sensitive issues as necessary.Deliver excellent customer service by addressing user inquiries and concerns professionally and courteously; keep users informed about the status of their support requests and provide regular updates until the issue is resolved.Clearly and concisely document all issues, requests, and resolutions within the ticketing system.Conduct routine follow-ups after issue resolution to identify patterns and trends; generate reports highlighting these findings and provide recommendations for potential long-term solutions or enhancements.Assist in the testing and implementation of software upgrades company-wide.Maintain hardware, software, and related documentation and inventories via routine audits and on-hand pars; ship, receive and dispose of IT equipment, as necessary.Assist in the onboarding of Team Members including assisting with the setup, configuration, and deployment of desktops, laptops, printers, and other peripheral devices; install and configure software applications as required.Assist with the offboarding of Team Members including promptly managing systems access.Collaborate with other IT team members to escalate complex issues and coordinate resolution efforts. Communicate effectively with colleagues to ensure a seamless support experience for users.Participate in both short-term and long-term technology-related projects as directed, collaborating with team members as needed.Alternate on-call Helpdesk responsibility during off-office hours, including evenings, holidays, and weekends.Additional Responsibilities:Other duties as assigned.QualificationsQualifications:Bachelor's degree in computer science, business administration, or related field, or equivalent education and experience.3+ years in a technical support role within the manufacturing, restaurant or retail spaces preferred, preferably a help desk role.Strong experience with and knowledge of common operating systems (Windows, MacOS, iOS, Android), Microsoft 365 platform and associated applications (Azure Active Directory, Teams, SharePoint), and basic networking concepts.Previous experience with network equipment, installations, and administration.Experience with remote desktop support tools (e.g., TeamViewer, Remote Desktop Protocol).CompTIA A+, Microsoft Certified Desktop Support Technician certifications preferred.Flexibility to work evenings, weekends, holidays, or overtime on alternating support coverage schedule.Knowledge and Critical Skills:Highly responsive, positive, and cooperative team player able to serve others with understanding, respect and care.Excellent written and verbal communication skills; can present ideas to both technical and non-technical staff in user-friendly language.Ability to work in a fast-paced environment, juggling multiple priorities at the same time.Ability to demonstrate a systematic, disciplined, and analytical approach to problem solving; creative/innovative thinker with a solution-oriented approach.Self-directed with ability to organize, prioritize, and own multiple tasks while meeting and/or exceeding deadlines; high attention to detail and accuracy.Able to bring hospitality into all interactions with team, customer, and vendor relationships.Effective at working collaboratively with multiple teams and across functions and departments.Drive to continuously learn new technologies and keep up on industry innovations.Discretion to handle confidential information.Competency in Microsoft Office; Mac and PC.Fluency in English.Physical Demands:Sitting 70% of the time.Standing 15% of the time.Walking 15% of the time.Frequent repetitive motion.Occasional bending, pushing, pulling, stooping, kneeling, crouching.Occasional lifting up to 40 lbs.Will be required to regularly talk, hear, and see.Specific vision abilities required by this job include close vision, color vision, depth perception and ability to adjust and focus.Work Environment:The noise level in the work environment is usually quiet but can vary in volume based on office occupancy.Open office setting; most work performed at a desk on a computer in a climate-controlled environment.Salt and Straw ValuesCreate The UnbelievableShow Up GenerouslyAct With Thoughtful CuriosityShare Human KindnessMake It CountCommuter BenefitsSalt & Straw offers an employer-sponsored Commuter Benefit, administered by ALICE. This benefit allows you to set aside pre-tax dollars to use for certain work-related commuting expenses. These expenses include qualified parking costs, mass transit expenses, and ride sharing.The IRS establishes a maximum amount of commuter assistance benefits that a Team Member can exclude from income for tax purposes. The limits for 2023 are $300 per month for qualified parking, and $300 per month for mass transit and ride sharing.To learn more about your ALICE Commuter Benefit, visit .Accessibility SupportSalt & Straw offers support for those who need assistance with our online application process to provide an equal employment opportunity to all job seekers, including individuals with disabilities. If you are a U.S. applicant and desire a reasonable accommodation to complete a job application, please contact our HR team at ta@saltandstraw.com.Salt & Straw is proud to be an equal-opportunity employer of all qualified individuals. We will consider all people - minorities, women, veterans and individuals with disabilities no matter their sexual orientation or gender identity. Salt & Straw will consider giving opportunities to qualified individuals with criminal histories when it aligns with federal, state and local statutes.Salt & Straw participates in E-Verify. We will provide the Social Security Administration, and if necessary, the Department of Homeland Security, with information from each new employee’s Form I-9 to confirm work authorization. Please note that we do not use this information to pre-screen job applicants.We can’t wait to meet you!
