Job Description

BECOME OUR BEST INGREDIENT...

Bring your talent to the mix at Empire Merchants, a world-class distributor of fine wines and spirits. Quality people are our best ingredient for success in this thriving, established industry. We are currently seeking exceptional people looking to grow their careers at a premier Distributor of Choice that serves more than 10,000 NY Metro area restaurants, hotels, clubs and retail outlets. In return, Empire Merchants can offer you the perfect combination of competitive benefits and compensation, superior industry training on all levels along in a fun, high-energy environment. Want to look forward to Mondays?

POSITION SUMMARY

This position will be for a Helpdesk Technician to provide broad-based support to the Empires user community. The position will encompass dynamic responsibilities, including support of existing systems, laptops, desktops, iPads, end-user applications, phones (virtual and physical), and Office 365. The selected individual will work closely with users and other IT professionals to ensure an excellent level of customer service

ESSENTIAL POSITION RESULTS

Support and maintain user community by:

• Respond to requests for technical assistance in person, via phone, or electronically.
• Diagnose and resolve technical hardware and software issues
• Research questions and problems using available information (online, books, etc.) resources.
• Follow Standard Help Desk Procedures.
• Log all Help Desk Interactions via ITSM
• Administer and use the ITSM tool to keep track of all incidents and service requests.
• Identify and escalate situations requiring urgent attention.
• Track and route requests and document resolutions.
• Prepare Activity Reports.
• Stay current with system information, changes, and updates.
• Proactively support the Empire Merchants user community.
• Ensure that any requests assigned are completed in a timely fashion. Escalate to immediate supervisor if assistance is needed.
• Knowledge of Microsoft Products (Windows 10, Windows 11, iOS, MS Office, and O365).
• Basic knowledge of Active Directory and Endpoint Manager (intune). 
• Support 8x8 Call Center end-user phones and software.
• Ability to configure and support wireless devices (air cards, cell phones).
• Ability to remotely diagnose and resolve hardware, software, and communications issues.
• Prepare and maintain technical documentation.
• Interact with Empire Merchants vendors for support. 

SUPERVISORY RESPONSIBILITIES

• This position has no direct supervisory responsibilities.

MINIMUM QUALIFICATIONS

EDUCATION:

• High school diploma or GED required
• Bachelor degree preferred
  

   

EXPERIENCE:

• 1+ year experience in providing user support
• Capable of working well with others.
• Ability to interact one-on-one to resolve users' issues.
• Ability to redirect problems to the appropriate resource.
• Strong organizational and time-management skills to manage multiple priorities in a fast-paced environment. 
• Outstanding problem-solving skills
  

   

COMPENSATION & BENEFITS 

Empire Merchants offers a competitive compensation package including:

• Salary Range: $45,000-$65,000 plus annual bonus potential
• 16 Observed Holidays, PTO, vacation accrual
• Health Plan options (medical, dental, vision, disability coverage, life insurance, parental leave, and other voluntary plans), 401K (with Company Contributions).
• Flexible Spending Account and Pre-Tax Transit Commuter Program, tuition reimbursement and more.
• The range is an estimate for this position. The company will evaluate a specific candidate's education, skills and experience when making an offer.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit and use hands to finger, handle, or feel. The employee is frequently required to talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include Close vision and Ability to adjust focus.

WORKING CONDITIONS AND ENVIRONMENT

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly exposed to a normal business office environment

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