IT Help Desk Technician

Job Title: IT Help Desk Technician

Reports to: Corporate IT Director

Shift: Monday-Friday, during standard business hours

Job Summary

The Help Desk Technician interacts directly with Volm Companies’ staff to provide IT support and ensure smooth operation of computer systems and business processes. This role is responsible for diagnosing, troubleshooting, and resolving hardware, software, and user issues.

Essential Duties

• Provide technical support to employees, either in person, over the phone, or via chat and email.
• Diagnose and resolve hardware and software issues.
• Assist users with IT-related questions and provide guidance on best practices.
• Install, configure, and maintain computer systems, peripherals, and software.
• Collaborate with other members of the IT team to implement new technologies and enhance existing systems.
• Create and update documentation for IT processes and procedures.
• Ensure the security and confidentiality of company data and systems.

Required Skills and Abilities

• Proven experience as an IT Help Desk Technician or similar role.
• Strong knowledge of Windows, Mac, and phone operating systems.
• Familiarity with basic networking concepts and protocols.
• Excellent troubleshooting and problem-solving skills.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong communication and customer service skills.
• Attention to detail and ability to work independently and in a team.

Education and Experience

• Knowledge of information technology systems, software, and hardware normally acquired by the completion of a technical certificate in information technology or equivalent work experience.
• Minimum one year of help desk experience preferred.
• Experience working with O365, Microsoft Office applications, Active Directory, server systems administration, networking, mobile device management, and Azure preferred.

Physical Requirements

• Ability to stand, walk, lift, push, pull, lift, and carry objects of various weights.
• Proficiency in using hands, fingers, and arms for tasks such as typing or writing.
• Sufficient visual acuity to read documents, operate equipment, and recognize details at close and distant ranges.
• Ability to hear and understand verbal communication, as well as detect warning signals or equipment malfunctions.
• Flexibility to bend, stoop, and reach low or high object.
• Good hand-eye coordination and motor skills for tasks that require precision.
• Adaptability to work in varying environmental conditions, such as temperature extremes, noise, dust, or fumes, depending on the nature of the job.
• Willingness to adhere to safety protocols and wear protective gear, including helmets, goggles, gloves, and safety shoes, as required by the job.

Company Culture & Values

• A Commitment to Our Purpose (COMMITTED PEOPLE) – Our mission is to serve and build up our customers, suppliers, communities, and each other, guided by the principles of our Lord Jesus Christ. The commitment to serving and building up is easily seen in those employees that exemplify this value.
• Without Our Customers We Are Nothing (CUSTOMER FIRST) – We realize that we are blessed to serve our customers and without them, our company does not exist. They rely on us for their success and that is a responsibility we cannot take lightly. Our focus must be on serving them with as seamless communication and access to products as possible.
• Kind, Humble and Positive (HUMBLE) – These positive traits do not mean being a doormat to others. But when a person is kind, humble and positive it comes through in their genuine caring for those around them.
• A Desire For “Expert” (EXPERTS) – Our people want to be seen as the experts in their specific roles. From how we convert a bag efficiently and with highest quality, to knowledge of the product portfolio, to desiring to know more about tax or human resource policy – the desire for “expert” drives us in each of our roles.
• Intentional Growth – Developing of Self and Others (PERSONAL GROWTH)– Times, tools, and customer expectations change. Our team members are interested in developing themselves and those around them. We know that a stronger team is one that makes our customers and our fellow employees happier.
• Strong Work Ethic (HARD WORKERS) – The commitment to serve those around us is honorable and we respond to this by putting our strongest effort into that purpose.
• High Expectations of Self and Others (HIGH EXPECTATIONS) – We expect ourselves, and those around us, to put in our best effort. When others struggle, we help them align towards perfection. When we struggle, we are open and humble to hear it and course-correct accordingly.
• If It Isn’t Safe, We Don’t Do It (SAFETY) – All people deserve to return home to their loved ones safely and work in an environment where they can best execute their tasks safely. When choosing between safety and profit, safety and efficiency, safety and feelings, safety, and “x” – we choose safety.

Travel Requirements

This position requires occasional overnight travel and occasional travel during the workday.

Driver Qualification

The ability to drive a company owned/leased vehicle or personal vehicle on behalf of the company is preferred. Inclusion in the company’s driver qualification program is required to drive a company owned/leased vehicle or personal vehicle.

Becoming a qualified driver includes:

• Agree to the company driving policies that apply to company owned/leased vehicle or personal vehicle as applicable.
• Possess and maintain a valid driver license and be a minimum of 21 years of age.
• Maintain an acceptable driving record, as evidenced by completion of a baseline motor vehicle record check and ongoing monitoring.
• When driving a personal vehicle on behalf of the company, must provide a copy of the declaration page from personal auto insurance that shows the policy dates and minimum coverage amounts ($300,000 bodily injury per accident/$100,000 property damage per accident or if driving less than 5 hours/200 miles a year $50,000 bodily injury per accident/$10,000 property damage per accident or the state minimum, whichever is more). This requirement is initially and then annually thereafter.

This job description is intended as a general outline of the primary responsibilities of the position. It is not intended to be an exhaustive or comprehensive list of all duties, responsibilities, or activities that may be required. The employer reserves the right to modify, add, or remove any responsibilities, duties, or activities as deemed necessary with or without notice.

Volm Companies is an equal opportunity employer and is committed to providing reasonable accommodation to qualified individuals with disabilities and other protected characteristics. If you require reasonable accommodation to perform the essential functions of the job, please inform us and we will work with you to address your needs.