Help Desk Associate

At Hot Topic, we’re passionate about creativity and high performance. Our success comes from high-caliber teams that love our product and have a tenacious approach to learning. Supporting the HQ team, as well as our DMs and RDs in the field, the HQ Help Desk keeps the business running by responding to telephone calls, email, and personnel requests, researching and resolving technical problems, and tracking and monitoring issues to ensure a timely resolution. This role reports to the Sr. Manager of DC and HQ Operations.

This role is based at our Headquarters in City of Industry, CA, and will require you to be on-site 5 days a week. 

WHAT YOU'LL DO:

• Ensure timely and effective resolution of all support requests by providing technical and procedural assistance.
• Monitor and address support workload via the ITSM application.
• Identify and escalate issues in situations where necessary in a timely manner.
• Identify trends that affect users and make the Helpdesk staff and manager aware of them.
• Serve as an initial point of contact for team support and technical issues.
• Coordinate issue resolution with other support areas, as required.
• Maintain accurate applications and business processes documentation.
• Provide feedback and suggestions to improve Help Desk business processes.
• Configure, deploy, and support PC and Mac hardware and software issued to all HQ and remote associates.
• Administer all HQ and remote associates' Active Directory and Email accounts and ensure security compliance.
• Maintain and update all Mac OS hardware and software using JAMF.
• Maintain IT hardware inventory, including laptops, desktops, monitors, etc., using an asset management system Snipe-IT.

WHAT YOU'LL NEED:

• Minimum of 2 years of practical experience in help desk support, or a combination of education and certifications with equivalent work experience preferred.
• Experience with incident tracking and asset management software.
• A positive and energetic attitude with the ability to provide technical support to all levels of company employees (including but not limited to the CEO, Directors, VPs, DMs, etc.) using tools such as TeamViewer and Zoom.
• Demonstrate dedication to meeting the requirements of internal and remote customers, responding to all customer requests promptly and thoroughly. A desire to deliver first-class service.
• Strong understanding of service desk business processes and hardware/software problem resolution.
• Familiarity with basic Active Directory and O365 user administration.
• Comprehensive technical knowledge of PC & Mac hardware, network concepts and solutions, and proficiency in supporting the following systems and applications: Microsoft Windows & Apple OS X operating systems, MS Office (including 365), Adobe Creative Suite, Crowdstrike, Zoom, JAMF, and Intune.
• Excellent communication skills, including the ability to work effectively in a team environment, provide honest and direct feedback, and communicate clearly both verbally and in writing.
• Ability to work independently without constant supervision.
• Meet deadlines, prioritizes tasks effectively, adapt to change, and maintain composure under pressure.
• Flexibility to work a varied schedule when required by maintenance windows or special projects. May require occasional travel to provide off-site support.
• Must be able to lift 50lbs.

Our company participates in E-Verify. E-Verify is a program that electronically confirms a candidate’s eligibility to work in the United States after completing the Employment Eligibility Verification (Form I-9). The information provided on the Form I-9 is compared to the records contained in the Social Security Administration and Department of Homeland Security (DHS) databases. This helps employers verify the identity and employment eligibility of newly hired employees.