Desktop Support Specialist - 1964 Ears, LLC

64 Audio is a leading designer and manufacturer of custom and universal-fit earphones geared for professional musicians and audiophiles. The company places an emphasis on innovation and strives for excellence in its workmanship. Its cutting-edge technology in the professional and consumer audio markets sets it apart from its competitors. The company’s roots and passion for the music industry is prevalent in its customer base and company culture. The company has an exciting opportunity for a full-time Desktop Support Specialist. This role is ONSITE in Vancouver, WA and requires some experience in e-commerce software.

The Desktop Support Specialist is a key point of contact for all information technology (IT) related incidents and service requests. The role of the Desktop Support Specialist is to provide the first line of support for all 64 Audio staff with their IT needs. The Desktop Support Specialist is responsible for resolving IT support requests as well as meeting customer satisfaction and continuous service delivery demands. The IT department works in a dynamic, fast-paced environment which provides services thru email, Slack messaging, phone, text messaging and in-person requests. This position will be the main point of contact for all IT vendors and contractors as well as be the funnel for information and improvements to 64 Audio’s E Commerce softwares. This position will work alongside an IT contractor while they gain experience and knowledge of the role. They will then transition into the IS Administrator role here at 64 Audio.

Responsibilities:

Manage employee technology needs and ensure systems are running optimally

• Diagnose and resolve business computer software and hardware incidents, including operating systems (MS Windows and Apple Mac OS X) and across a range of software applications.

• Diagnose and resolve business user access to systems (login) issues.

• Diagnose and resolve business phone software and hardware incidents primarily with Apple iPhone devices and iOS software

• Take ownership of IT support issues by carrying out problem analysis to implement temporary and/or permanent resolutions with the objective of restoring service to the user as soon as possible or escalating to other IT team members as necessary.

• Install and configure new IT desktop equipment (phones, laptop/desktop computers, printers, monitors, etc.).

• Install and configure replacement IT desktop equipment (hard drives, graphics cards, memory, monitors, etc.).

• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical business users at all levels of the organization.

• Have the skills and abilities to manage changing priorities.

Work with IT Contractor to gain E-Commerce experience and do the following duties

• Manage online stores, processing orders, and ensuring a streamlined checkout process

• Execute online marketing initiatives, such as ad campaigns and social media marketing

• Optimize website functionality, user experience, and navigation

• Manage product listings to ensure they are accurate, well-written, and visually appealing

• Set standards, systems, and best practices for new product listings, content creation, distribution, and maintenance.

• Monitor and analyze website metrics and sales data to identify areas for improvement

• Conduct market research to identify customer needs and preferences

Qualifications:

• Bachelors degree in Information Technology preferred or working towards degree

• 2-3 years of vocational and/or technical training in a related IT field or equivalent work experience

• Working knowledge and understanding of installing and configuring:

  • Microsoft Windows and Apple OS X Operating Systems for desktop and laptop computers

  • Apple iPhone iOS Operating Systems for iPhone and iPad devices

  • Enterprise business applications (i.e. MS Office, Apple Mail / MS Outlook, RingCentral, VPN, etc.)

  • General Office Software (i.e. internet browsers, Slack, Adobe, etc.)

  • Business computer hardware (i.e. hard drives, graphics card, memory, monitors, etc.)

• Familiarity with Enterprise Business Systems (i.e. ERP, CRM, eCommerce, Intranets, Company Websites). Bonus point if you have experience with Shopify.

• Familiarity with Business Operations (i.e. Sales, Marketing, Order Management, Supply Chain, Accounting, Product Engineering, etc.)

• Understanding of general information technology concepts (analysis, research, trouble-shooting, testing, validation, status updates, documentation of results, etc.)

• Familiarity with web design and a keen eye to detail.

• Excellent communication skills (both verbal and written)

We offer great benefits, and diversity of work assignments, in a team-orientated work environment. Benefits include; Medical, Dental, Vision, Long Term Disability, Group & Voluntary Life and AD&D, Employee Assistance Program, Employee discounts/pricing on 64 products, and PTO.

Compensation: $26.00 per hour