Richardson Sales Performance is the global leader in sales training and performance improvement. We drive accelerated growth by bringing clarity and simplicity to the areas that matter most. From ensuring sales managers are executing the right activities to equipping sales teams to drive a buyer-aligned sales process with exceptional skills and strategies. We guide sales organizations through a digitally enabled performance journey that excites, engages, and reveals impact.

We engage clients and find ways to turn potential into progress; we create solutions to unlock what is possible – managers who know exactly how to drive growth from their teams, customers who see the difference in how their sales teams show up, and a clear path to outperformance. We provide a modern performance improvement solution with collaborative customization, that drives process change, enhances selling skills, and provides comprehensive curricula to equip sales professionals with all they need to get ahead and stay ahead. We stay at the forefront of business trends that are driving significant change across all industries, and we provide thought leadership and market guidance in response. Our goal is to consistently exceed client expectations and bring them the full value of our exceptional solutions to drive their business forward.

Our company is growing & evolving and now is an exciting time to join our team.

That’s where you come in …

We are seeking a Help Desk Associate to join our Technology team. The person best suited for this role will ensure high quality technical, operational and procedural support for Richardson’s user community including on-site, remote, and global users. This individual must be customer service oriented, have a love for problem solving, relentless in the pursuit of answering a question, highly responsive, and truly motivated by helping others succeed.

Responsibilities:

• Provide high-quality and positive support to end-users experiencing technical difficulties via phone, web, and email. This will include:

• Log all help desk interactions via computerized ticketing system

• Stay current with product upgrades, system information, changes and business updates

  • Assist with the rollout of new and existing applications and provide project management support as needed with more complex updates.

• Support senior IT staff. This will include:

• Work on Infrastructure projects

• Other duties deemed necessary by IT Management

  • On-site and home office desktop support

  • Troubleshoot, diagnose, and resolve technical hardware and software issues, and zoom

  • Research questions using available information resources

  • Advise user on appropriate action and corrective measures

  • Identify and escalate situations requiring urgent attention

  • Provide follow up to ensure problem is resolved

  • Follow standard help desk procedures

  • Track and route problems and requests and document resolutions

  • Provide all pertinent details

Job requirements

Qualifications

• A+ Certification or equivalent experience

• Minimum of 1-2 years of IT or Technical Help Desk and/or PC support experience

• Proficiency/experience with:

  • Operating Systems (Windows Server, Windows 11, Mac OSX)
  • Email/Virtual Communications (Microsoft 365 email, Outlook, Skype, Zoom)
  • Office Applications (Microsoft 365 office)
  • Content and/or Knowledge Management/Collaboration Sites (SharePoint)
  • Customer Relationship Management (Salesforce,)
  • General Networking

_Abilities, Attributes & Other: _

• Must possess the ability to diagnose and troubleshoot hardware, software, and network connectivity issues

• Strong communication and customer orientation skills with the ability to communicate with diverse audiences

• Strong ability to organize and prioritize tasks in a high-volume setting

• Ability to manage multiple priorities and meet deadlines within a demanding and deadline-driven environment

• Experience in a professional services, sales organization, or client-driven environment a plus

• Minimal travel required (10% or less)

• Desire and ability to learn new technologies that can be leveraged across the business

Additional Information

• The Helpdesk Associate is a salaried, full-time, hybrid office-based role requiring a minimum of 2 to 3 days in the office., per week with standard working hours of 8:30 am – 5:30 pm, Monday - Friday; additional hours and/or occasional weekend work may be required.
• We offer a comprehensive employee health & wellness benefits program. Salary is commensurate with experience.

Equal Opportunity Employer

Richardson Sales Performance is committed to cultivating a workplace that is diverse, equitable, and inclusive, and we are continuously evolving our DE&I practices to make progress in this area. Our business policies and practices, including those around hiring, protect all individuals and organizations that we do business with from discrimination based on any and all non-merit based factors, including race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, or military service.