Job Description

The Helpdesk Technician role’s main purpose is to assist internal employees with any technical needs they may have. This includes installing, troubleshooting, repairing, maintaining, and upgrading all hardware and software while ensuring optimal system performance. The successful candidate is someone who enjoys working with people, communicates well, and provides an excellent customer service experience.

RESPONSIBILITIES

• Serve as the first point of contact for employees seeking technical assistance.
• Assist users with software configuration and troubleshooting of software issues.
• Interact with end users and provide training and support for company systems and software.
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Respond to incoming support requests from employees in a timely manner.
• Accurately document issues and their resolutions.
• Assist in developing long-term strategies and capacity planning for meeting future computer hardware needs.
• Support the implementation of new computer projects and new hardware installations.
• Assist in the research on computer products in support of PC procurement and development efforts. Evaluate and recommend hardware products for purchase.
• Install, configure, test, maintain, monitor, and troubleshoot end user hardware & software, networked devices, and conference room A/V equipment.
• Maintain a hardware & software inventory.
• If necessary, interact with third-party support and PC equipment vendors.

Qualifications

FORMAL EDUCATION & CERTIFICATION

• College diploma or university Associate degree in the field of computer science, information systems and/or 1-2 years equivalent work experience.

 KNOWLEDGE & EXPERIENCE

• Excellent technical knowledge of network and computer hardware and software.
• Hands-on hardware and software troubleshooting experience.
• Working technical knowledge of current network protocols, operating systems, and standards - including Windows, macOS, iOS/Android, and Office 365.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to conduct research into PC issues and products as required.

PERSONAL ATTRIBUTES

• Effective interpersonal skills and relationship-building skills.
• Strong written and oral communication skills.
• Ability to present ideas in user-friendly language.
• Understanding of the organization’s goals and objectives.
• Self-motivated and directed.
• Keen attention to detail.
• Analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work in a team-oriented, collaborative environment.
• Strong customer service and troubleshooting skills

WORK CONDITIONS

• Sitting for extended periods of time.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.

Additional Information

• Equal Opportunity: Cricut is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and members. Applicants will be considered based on their qualifications and without regards to age, race, ethnicity, gender identity or expression, national origin, religion, physical or mental disability, protected veteran states, sex (including pregnancy), sexual orientation or any other protected characteristic protected by applicable laws, regulations or ordinances. 
• ADA: If you require reasonable accommodation during the application or selection process please do not hesitate to reach out to Cricut HR or your assigned recruiter.