Help Desk Tier 1 Technician
Job Details
Roseville Office - Roseville, MN
Full Time
Description

The Company 

Asmodee North America (ANA) locally headquartered in Roseville, Minnesota is part of the Asmodee Group, a global corporation headquartered in France and a worldwide leader in the creation, manufacturing, and distribution of games. Our games tell immersive stories that inspire people to push the boundaries of their imagination and include top tier titles such as, “CATAN,” “Arkham Horror,” and “Spot It” among others. Our global success has come from our publishing studios and distribution networks where we transform high-potential stories into iconic consumer products. ANA believes in the power of ideas, leads with equality and universality, and strives to empower employees in our overarching effort to consistently create great games and tell amazing stories.   

 

Summary of Position

The Help Desk Tier 1 Technician is responsible for providing support and technical assistance to all Asmodee North America (ANA) users, including desktops, laptops, and peripherals.  This position participates in planning, testing, documentation, coordination, installation, and maintenance of IT assets and systems. This position also supports IT Operations projects as needed.

 

Essential Functions

  • Responsible for the diagnosis, resolution, and or escalation of problems in response to reported incidents (as prioritized) for desktops, laptops, printers, servers, tablets, telephone system, and network devices; includes documenting work/troubleshooting completed in service desk tickets.
  • Escalate unresolved issues, service incidents or advanced service requests.
  • Triage Help Desk tickets, finding answers and getting help as needed.
  • Provides both onsite and remote support for installation, configuration, and troubleshooting of operating systems, software applications, email, and hardware.
  • Provide exceptional customer service and manage timeline expectations with user community.
  • Perform approved software installations and or upgrades.
  • Assists with new user setups and maintains user equipment; includes creating accounts, access, and permissions.
  • Collaborates with IT Operations team in planning and developing processes to enhance IT services to ensure user requirements and expectations are met.
  • Creates documentation for computer setup, maintenance, repair, asset tracking, and other needed items.
  • Provides feedback on problematic trends and patterns in customer support
  • Helps with IT Operations projects, as assigned.
  • Performs other duties as assigned.
Qualifications
  • Associates in Information Technology / related field or equivalent work experience
  • Entry level position or 1+ year’s helpdesk / computer support experience
  • Certifications are a plus.

 

Minimum Qualifications

  • A self-starter who can work independently and takes initiative; is flexible, adaptable, organized, collaborative, and team oriented.
  • Proven oral and written communication abilities (i.e. verbal, written, in person and/or virtually).
  • Requires a positive customer service approach and good interpersonal skills with the ability to listen effectively and provide instructions to users from diverse technical backgrounds.
  • “Can do” attitude and ability to thrive in an entrepreneurial atmosphere
  • Ability to install, configure, and maintain computers and related hardware and software.
  • Knowledge of computer and/or network security systems, applications, procedures, and techniques.
  • Ability to identify and resolve computer system malfunctions and operational problems.
  • Ability and desire to learn and support new systems and technologies.
  • Basic Operating System experience with Apple Mac and Windows.
  • Active Directory, Microsoft 365, SharePoint, Teams and OneDrive experience a plus.
  • On occasion, willingness to work evenings and weekends when needed.
  • Must be able to lift up to 50 lbs. occasionally.

 

 

Asmodee is an equal opportunity employer. We strive for and celebrate a diverse team in our effort to carry out our company values of honesty, integrity, and fairness.

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