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Position Summary

Tiffin Motorhomes is seeking a dependable, customer-focused Help Desk Technician to join our Information Technology team. This position serves as a first point of contact for employees who need technical assistance and provides Tier 1 support for common hardware, software, account, printer, phone, and connectivity issues.

The ideal candidate is patient, organized, professional, and comfortable assisting employees with a wide range of technical skill levels. Success in this role requires strong communication skills, a service-focused attitude, sound troubleshooting abilities, and the judgment to resolve issues or escalate them when appropriate.

Key Responsibilities

• Respond to help desk calls, emails, and support tickets professionally and promptly.
• Provide Tier 1 technical support to employees across the organization.
• Assist with password resets, account access, and basic permissions issues.
• Troubleshoot common computer, software, printer, phone, mobile device, and network connectivity problems.
• Set up new users, including accounts, workstations, phones, permissions, and required equipment.
• Install, configure, and deploy computers, monitors, printers, scanners, and other IT equipment.
• Support employee onboarding and offboarding technology tasks.
• Document support requests, troubleshooting steps, and resolutions in the help desk system.
• Escalate complex or unresolved issues to the appropriate IT team member.
• Maintain a professional and customer-service-focused approach when assisting employees.
• Help maintain IT equipment inventory and support replacement and refresh projects.
• Follow company IT policies, cybersecurity procedures, and support standards.
• Assist with other IT projects and responsibilities as needed.

Required Qualifications

• High school diploma or equivalent.
• Basic knowledge of Windows computers, Microsoft 365, printers, mobile devices, and common business applications.
• Ability to troubleshoot common computer, printer, login, and connectivity issues.
• Strong communication and customer service skills.
• Ability to explain technical information in clear, easy-to-understand terms.
• Strong attention to detail and the ability to document work accurately.
• Ability to manage multiple requests and prioritize work effectively.
• Dependable, professional, patient, and willing to learn.
• Team-focused attitude with a willingness to assist coworkers and contribute to the success of the IT department.
• Persistent problem-solving mindset, with the judgment to ask questions and escalate issues when appropriate.

Preferred Qualifications

• One to two years of help desk, desktop support, customer service, or technical support experience.
• Experience with Active Directory, Microsoft 365, Windows 10/11, printers, and basic networking.
• Experience setting up user accounts, computers, phones, and peripheral equipment.
• CompTIA A+, Network+, Microsoft, or a similar certification is preferred but not required.
• Experience supporting users in a manufacturing, dealership, service, or corporate environment.

Skills and Abilities

• Strong customer-service mindset.
• Effective troubleshooting and problem-solving skills.
• Patience when assisting non-technical users.
• Ability to work independently and collaboratively.
• Willingness to learn new systems, technologies, and processes.
• Ability to lift, carry, and move standard IT equipment, including desktops, monitors, printers, and accessories.
• Ability to travel between company locations, if required.

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