Job Description

Job Description

As innovators of premium baby gear with a timeless style, Nuna is a Global Brand, growing exponentially in the U.S. Market.

Our corporate office is in scenic Berks County, PA, while our Distribution Center and West Coast offices are in Vancouver, WA, and Solana Beach, CA.

Nuna's consistency and attention to detail in producing high-quality products for families are mirrored within the Vancouver work environment as evidenced by the inviting entryway of herringbone floors, moss sign, and brilliant lighting.

Gym facilities and a breakroom featuring a full kitchen and fireplace serve to enhance the workday. Our health and welfare benefits, like our baby gear products, are superior, boasting a $0 Copay / $0 Deductible Medical & Prescription Plan Design and a 401(k) with a 6% Employer Match.

Currently we are seeking a qualified candidate to join our IT Department as a Technical Support Specialist.

The Technical Support Specialist will provide “best in class,” service-oriented Tier I user support to the Company’s employees. This entry level position is full time, primarily office based and considered a shared services position, supporting multiple business entities and brands within the US Washington location. Remote support will also be provided to users and other office locations.

To perform this job successfully, an individual must be able to perform each essential function listed below satisfactorily.

Essential Duties and Responsibilities :

• Serve as the first point of contact and provides Tier I technical hardware and software support to Company’s end users via Company’s help desk ticketing system, email, phone, or in-person.
• Documents and tracks each issue in electronic help desk ticketing system.
• Create and maintain documentation for end user guidance.
• Identifies and escalates priority issues by redirecting high-level challenges to appropriate resources.
• Maintains technology inventory and software licensing and works with IT Management to ensure effective procurement and disposal.
• Installs and performs minor repairs to desktops, laptops, printers and other peripherals as needed.
• Performs a variety of maintenance, end-user support and training task to ensure end-user workstation and application meet user requirements.
• Assist senior IT staff with organization-wide projects.
• Maintains confidentiality about the information being process, stored or accessed by the end users on the network.

Establishes New Employee Onboarding include but not limited to:

• Connecting with Hiring Manger on new employee IT requirements.
• Securing all relative hardware requested by hiring manager.
• Assigning new user accounts and email addresses in Active Directory.
• Establishing new employee email to printer assigned to/closet to designated work area.

Conducts New Employee Orientations on behalf of IT including but not limited to reviewing:

• IT Policies
• Log Ins
• Standard Applications
• Printers
• Scheduling Conference Rooms
• Phone System

Product Support:

• Recommends new and innovative solutions.

This position description is intended to provide a summary of the major duties, tasks and responsibilities of this position and shall not be considered an exhaustive listing of all work requirements.

Requirements and Qualifications:

Experience, Knowledge & Education

• One (1) to two (2) years of providing Tier I support in a Microsoft 365 corporate environment
• Internships desirable.
• Associate degree in an IT-related discipline.
• Microsoft certifications especially helpful.
• Familiarity with peripheral hardware including printers, scanners, headsets, microphones and monitors.

Knowledge of:

• General corporate policies and procedures.
• Standard information security policies and procedures.
• Supporting Windows and Apple computers.

Skills & Competencies

• Exceptional customer service skills: ability to demonstrate stress tolerance, resilience, and empathy in difficult situation.
• Highly collaborative with remarkable team building approach; able to build and maintain strong rapport with all internal customers.
• Demonstrates stability and reliability in independently completing work assignments and carrying out instructions.
• Attention to detail, as demonstrated by regularly verifying all work thoroughly to ensure accuracy and ability to recall specific facts quality and efficiently.
• Demonstrates a capacity for growth and an ability to absorb increased responsibility and assignments at a higher level.
• Speaks effectively in individual or group situations; is an effective listener; writes clearly and convincingly; taking responsibility for facilitating information exchange among subordinates, peers and managers.
• Demonstrates a capacity for growth and an ability to absorb increased responsibility and assignments at a higher level.
• Consistent thirst for expanding knowledge; able to quickly acquire proficiency with new skills and technologies.
• Flexible, positive attitude with the ability to accept constructive feedback.

Other

• Employees who are in Non-Exempt positions must accurately complete, obtain approval by their manager and timely submit a timecard in the form provided by the Company, as it coincides the Company’s bi-weekly payroll schedule.
• Occasional overnight domestic/international travel required (less than 20%)

Ability to:

• work extended hours as business needs warrant, may include nights and weekends.
• work flexible shifts and be available for rotating on-call duties.
• lift up to 35 lbs.

Applicants must be currently authorized to work in the United States on a full-time basis.

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