Help Desk Specialist I

At Jazwares, we believe an innovative idea can come from anywhere, and anyone. We work collaboratively to achieve our goals and we have fun doing it! Jazwares is a global leader in consumer products including toys, plush, action figures, collectibles and musical instruments. Jazwares’ portfolio includes a variety of dynamic, wholly-owned and licensed brands like preschool powerhouses Blippi, Cabbage Patch Kids®, CoComelon and, unstoppable action and gaming brands like Fortnite, Halo®, Micro Machines, Nerf, Pokémon and Roblox, leading lifestyle and entertainment brands like All Elite Wrestling™ (AEW), Blinger®, UFC, musical property First Act™, and beloved plush Hug-A-Pet and Squishmallows®, just to name a few. With over 20 years of design, development and manufacturing expertise, Jazwares is an award-winning company with a progressive focus on identifying new trends and transforming them into high-quality products for consumers of all ages. Jazwares, which is headquartered in Sunrise, FL, has offices around the world and sells in over 100 countries. Since its inception in 1997, Jazwares continues to grow through the development of new products and the strategic acquisitions of companies like First Act™, Russ Berrie™, Zag Toys™, Wicked Cool Toys™ and Kellytoy®.

Our IT department is growing! We are seeking a Tier 1 IT Help Desk team member who possesses a passion for providing quality customer service and strong communication skills. This role will provide Tier 1 technical assistance and support for incoming queries and issues related to computer systems, software, and hardware via in-person, help desk system, call, or email. You will be responsible for diagnosing issues, troubleshooting, and resolving technical problems, and escalating tickets to higher tiers of support when required. If you have a passion for technology and enjoy helping people, we encourage you to apply for this exciting opportunity!

What you'll be doing:

• Serve as the first point of contact for customers seeking technical assistance via ticketing system, phone, e-mail, or in person
• Diagnose, research, and resolve tier 1 technical hardware. software, networks, and printer issues
• Install, configure, and troubleshoot software and hardware on Mac and Windows machines
• Monitor and maintain computer systems and networks
• Onboard new users (Set up new user accounts, passwords, and permissions.
• Setup the hardware/software for the computer)
• Offboard exiting users from the domain and retrieve issued devices and assets
• Support and setup meeting room A/V equipment
• Effectively advise and assist customers on appropriate action
• Diagnose and resolve technical issues related to hardware, software, and network connectivity
• Direct unresolved issues to the next level of support personnel
• Identify and escalate situations requiring urgent attention
• Document and track all support requests and resolutions in the helpdesk system
• Maintain the highest possible level of customer service
• Other duties as assigned

What we look for:

• Associate's degree or 1-2 years of helpdesk work experience, required.
• Customer-oriented with a strong desire to provide excellent customer service
• Proficiency with Windows and Mac operating systems
• Working knowledge of Office applications
• Experience troubleshooting hardware, software, network, and printer related issues.
• Excellent written and verbal communication skills
• Problem-solving ability to diagnose and resolve basic technical issues.
• Ability to troubleshoot problems remotely
• Possess attention to detail and follow-through.
• Ability to be flexible, multi-task and organize priorities in a fast-paced work environment, while maintaining a high level of focus and accuracy.
• High level of professionalism and ability to maintain confidentiality.
• Have a reliable mode of transportation
• Able to lift at least 50 pounds.

Preferred qualifications:

• Knowledge of iOS & Linux
• Experience with Active Directory, Office 365, and other enterprise-level tools is a plus
• Experience with AWS
• Experience with Google Workspace
• Experience with MDM device enrollment and management
• Comfortable using CLI commands, Powershell, Terminal
• Bilingual: English, Spanish
• CompTIA, Google, Cisco or other relevant certifications are a plus

We Offer:

• Basic Medical Insurance 100% Company paid for Employee and Employee/Children
• Employee Basic Life and AD&D Insurance
• 401(K) Retirement Program - Jazwares matches up to 4% of pretax or post-tax deferrals.
• Short & Long Term Disability
• Paid Parental Leave
• Sick Leave, Vacation, Holiday Pay
• Tuition Reimbursement
• Summer Fridays

JAZWARES is an equal opportunity employer and does not discriminate in employment based on race, color, sex, religion, national or ethnic origin, citizenship status, ancestry, disability, age, military status, marital status, sexual orientation or any other characteristic protected by law.

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