Help Desk Specialist II

The Help Desk Specialist II is responsible for assisting the System Administrator and includes all aspects of help desk support and end user technical assistance. They address a wide variety of user issues, including software problems, hardware failures, and network issues. When a user submits a ticket or otherwise contacts the help desk, IT Tech Support tracks the ticket/issue and works to identify and address the problem using standard practices and their own experience. You will be working with multiple end users on multiple and diverse issues simultaneously. If the issue is beyond their abilities, they must contact the appropriate department/personnel (such as a network specialist) or repair service. In addition to computer repairs, Help Desk Specialists may be required to troubleshoot other equipment, including printers, scanners, desk phones, and any specialized equipment.                                     

What you'll be doing:

• Ensure cyber security training is being administered, Knowbe4                                          
• Assist System Administrator with infrastructure projects, cloud and on-prem             
• Maintain and troubleshoot any problems with 2FA DUO                                                  
• Creates a positive end user experience.                                                                            
• Assist staff with the installation, configuration, upgrade, and ongoing usability of desktop computers, laptops, peripheral equipment, and software.                         
• Ensure desktop computers interconnect seamlessly with systems, file servers, email, application servers and administrative systems.                                             
• Entry, update and follow up in IT support request/management system.                  
• Provide on-going support and management of telecommunication systems.                
• Provide basic training/support in accessing the network, telecom, and use of various software applications.  
•  Provide technical support to employees experiencing issues with A/V and web conferencing solutions
• Maintain and update documentation on A/V and web conferencing solutions
• Work with vendors to resolve A/V and web conferencing issues
•  Stay up-to-date on the latest A/V and web conferencing technologies                                                                                                         

What we look for:

• 1-3 years of relevant experience
• 2+ years of experience supporting A/V and web conferencing solutions
• Strong understanding of A/V technology and web conferencing platforms
• Ability and desire to provide excellent service to end users on-site and remote.                       
• Working knowledge of Microsoft products. (Server 2016 and above)                               
• Experience troubleshooting hardware, software, and printer related issues.                         
• Experience replacing hardware on both desktop and laptop PCs and Apple products.                                                       
• Experience installing software, patches, and updates on desktops and laptops.         
• Experience troubleshooting basic network issues.                                                        
• Strong communication, interpersonal, and analytical skills.                                             
• Working knowledge of WindowsOS.                                                                                
• Experience using Google Workspace applications.                                                 
• Able to lift at least 50lbs and perform physical work.                                                   
• Have a valid Driver's license.                                                                                                
• Team player. 
• Knowledge of Mac OS, iOS , Linux                                                                                        
• Knowledge of AD, DNS, DHCP 
• Experience with Solstice Pods 
• Experience with Crestron Conferencing
• Experience administering and implementing Google Meet Hardware
• Experience with Zoom Webinars and administering Zoom.                                                                                                                                                                                                                                       

Certifications and Licenses 

• Comptia A+, Network+, MCSA or equivalent                                                                                                                                                                                                                                                                

Working Conditions:

• Environment: Office
• Schedule: Regular Office; may occasionally require after hours as needed to support remote offices and events 
• Physical Requirements: Medium; Lifting up to 50 lbs. Position also requires kneeling, going under desks, working in confined areas
• Travel Required: Yes – Limited       

What we offer: 

At Jazwares, we believe in providing our employees with comprehensive and competitive benefits that support their well-being and overall satisfaction.
"Base salary may vary based on experience, role tenure, performance, industry, location. Eligibility for annual performance incentive may apply. Jazwares is a multi-state employer, salary range may not apply to other states.

Our benefits package includes basic medical insurance that is 100% company-paid for employees and their children, employee basic life and AD&D insurance, a 401(K) retirement program with Jazwares matching up to 4% of pretax or post-tax deferrals, short and long-term disability, and tuition reimbursement.
Our work environment provides a flexible work schedule that includes a Monday through Thursday on-site, with an optional WFH on Fridays, up to 20 workdays fully remote each year, and Time Off for vacation, and sick leave. Through Jazwares Cares, you have the opportunity to volunteer for up to 16 hours a year on community service projects.

 Working at Jazwares: 

At Jazwares, we believe an innovative idea can come from anywhere, and anyone. Through our three pillars, we foster innovation and encourage creativity in every area of our business.

Humility: We recognize the value in others and treat everyone with respect. Our strength lies in our people and talent.
Passion: Our conviction and enthusiasm show in our products, relationships, and commitment to our community.
Collaboration: We share one vision worldwide, constantly striving to improve and innovate together.
Don't miss out on this extraordinary opportunity to be part of the fastest growing toy company in the industry. Connect with us today and let's shape the future of play together!

Who we are: 

Jazwares, a Berkshire Hathaway company, is a leading global toy manufacturer with a robust portfolio of owned and licensed brands. Founded in 1997, Jazwares celebrates imaginative play with a progressive focus on identifying new and relevant trends to transform into high-quality products for consumers of all ages. Jazwares engages consumers through innovative play experiences with popular brands such as Squishmallows™, Pokémon™, Hello Kitty™, Star Wars™, Disney™, BumBumz™, and Adopt Me™. In addition to toys, offerings include virtual games, costumes, and pet products. Headquartered in Plantation, Florida. Jazwares has offices worldwide and sells its products in over 100 countries. For more information, visit www.jazwares.com and follow us on LinkedIn, X, Instagram, and Facebook. 

JAZWARES is an equal opportunity employer and does not discriminate in employment on the basis of 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.