Helpdesk Technician 1

Since 1980, NAI has been a leader in nutritional health, bringing whole food-based supplements to a global population. NAI is a leading expert and manufacturer of dietary supplements, and we are involved in every facet of the industry, including research, development, manufacturing, marketing, and advocacy. As a company, we continue to grow with manufacturing locations in Vista and Carlsbad, CA. We are looking for seasoned and entry level candidates that are interested in working for global company with opportunities for growth, development, competitive pay, and benefits.

Benefits:

• Free medical (one plan) and other medical plan options
• Dental, vision, life insurance and other voluntary benefit options.
• $1,000 Retention Bonus after 90 days of employment!
• $1,000 Employee Referral Bonus
• 3 weeks vacation and 11 paid holidays
• 401K including company matching and profit sharing
• Opportunities for advancement
• Comprehensive training

Summary

• The Helpdesk Technicians are the first point of contact for end users seeking technical assistance for technology issues. They serve as members of the Technology Services Department by providing technical support over the phone and in person. Helpdesk Technicians are under the supervision of the IT Manager.  Under general supervision, this position is responsible for troubleshooting basic hardware, software, printer issues, as well as other forms of workplace technology. The individual will also assist the systems administrators with networking and server issues as needed.

Essential Duties & Responsibilities

• Effectively, professionally, and respectfully represents other Information Technology staff members, teams, and their services to the company’s userbase.
• Resolves Tier 1 helpdesk tickets. Elevates complex and/or high priority problems to the appropriate IT personnel for resolution.
• Provides support for all IT-managed products and services. Support may include answering questions, troubleshooting problems, teaching or instructing users regarding software or hardware functionality, and communicating policy. Additionally, it may involve troubleshooting printer issues and resolving difficulties with the ERP system.
• Determines the most effective manner to resolve the user's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with full-time staff when necessary.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Works on IT related projects as assigned by supervisor.
• Assist in managing corporate network to maintaining server and network appliances reliability and integrity through monitoring, documented procedures and applications (such as antivirus software and monitoring tools) to maximize performance, minimizing security issues and systems down time that could affect corporate operations.
• Ability to manage multiple projects/tasks simultaneously.
• Familiarity with Sarbanes-Oxley (SOX) requirements that apply to the Information Technology field a plus.

Qualifications 

Required Experience (Minimum 2 years):

• Windows 10+ / Active Directory, Azure
• Microsoft Office 2013+ & Office 365 administration
• Mobile Device administration
• Fluency in networking concepts: DHCP, DNS, TCP/IP
• Disk imaging/PC deployment 
• PC hardware troubleshooting
• Management and maintenance of printers and copiers 

Communication Requirements

• This position requires interfacing with and making recommendations to all levels of users throughout the organization, including C-suite staff.   Candidate must be able to demonstrate mastery of written English grammar, including sentence structure, spelling and punctuation. Must possess good verbal communication skills. 

Additional Education, Skill(s), or Training:

• Diplomacy, composure, good judgment, and the ability to quickly adapt to changing circumstances are required.
• Strong troubleshooting and problem solving skills.  Must be able to react quickly to diverse situations revolving around system software and hardware issues.
• Ability to pursue goals and objectives efficiently and effectively, understanding priorities and managing their own activities in line with department goals.
• Must have good organizational skills and be a self-starter.
• Must demonstrate an ability to work as a team member and be a supporting colleague to both department peers and superiors.  This includes the ability to facilitate discussions, serve as a mediator, and participate in team processes.
• Must recognize personal limitations and the need to ask for assistance and training when challenges occur that cannot be overcome without management guidance.

Physical Demands

• While performing the duties of this job, the employee is regularly required to walk; use hands to finger, handle, or feel; reach with hands and arms; stoop and kneel; talk and hear.  The employee is frequently required to sit and stand.
• Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust and focus.
• Lifting requirement: Up to the maximum safety-recommended 50 pounds 
• The physical demands are representative of those that must be met by employee to successfully perform the essential functions of this job.   Reasonable accommodations may be made upon request to enable individuals with qualified disabilities to perform the essential functions of the job.

Work Environment

• Computer workstation and climate controlled office environment.  May occasionally enter production areas where personal protective equipment might be required to prevent or lessen exposure to airborne powdered nutritional supplement substances.

NAI is an Affirmative Action/Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, physical or mental disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

Following a conditional offer of employment, satisfactory completion of a background check (including criminal records check) is required prior to beginning employment. Any offer of employment may be rescinded if the background check reveals disqualifying information, and/or it is discovered that the candidate knowingly withheld or falsified information. Failure to satisfactorily complete the background check may affect the continued employment of a current NAI employee who was conditionally offered the position.