Help Desk Technician

The Client Services Technician will provide support to end users on a variety of issues by serving as the initial contact for help desk support. Identify, research, and resolve technical problems concerning the user's PCs, printers and other peripherals.

ESSENTIAL DUTIES & RESPONSIBILITIES (Note: Other duties may be assigned)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Serve as the first point of contact within the IT group to providing technical support to end users including but not limited to password resets, account issues, and basic PC troubleshooting
  • Provide phone coverage, walk-in, and desk side support
  • Follow helpers to resolve commonly occurring issues
  • Thoroughly log and document all issues and problems including resolution details
  • Route and escalate issues to level 2 or 3 technicians as necessary
  • Install and move PCs, printers, and phones
  • Maintain inventory of IT assets
  • Work with level 2 and level 3 technicians to deploy new or modified applications, hardware, network linkages, and peripherals
  • Perform regular maintenance on PCs and printers to prevent problems from occurring, ensure integrity, maintain up-time and peak performance
  • Provide administrative support to the department
  • Provide night and weekend onsite and on call support as required

EDUCATION AND/OR EXPERIENCE

  • Associates degree in computer science or related field or equivalent experience
  • 2 years supporting Windows and Mac desktop products preferred
  • Microsoft, Apple, A+, or other technical certifications or training a plus
  • Experience working in an administrative support or customer service capacity preferred

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements listed below are representative of the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Dedication to providing a supreme level of customer service to employees at all levels in the organization
  • Proven problem solving and analytical skills
  • Detail oriented with the ability to manage multiple tasks simultaneously
  • Excellent organization and follow through skills
  • Excellent interpersonal, written and verbal communication skills
  • Ability to build and maintain good rapport with internal and external customers and handle situations with confidence, tact and resourcefulness
  • Flexible, adaptable with the ability to work under pressure to meet deadlines in a fast paced office environment
  • Strong team player

ENVIRONMENT & PHYSICAL DEMANDS

The physical demands described here are representative of those an individual must meet to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Office environment. Utilizing an office desk – sitting, reading, listening, or speaking with the ability to move intermittently throughout the day
  • Strong sensory skills, such as good eyesight, good hearing, and dexterity
  • Ability to operate office equipment, including computers, copiers, fax machines, and phones
  • Ability to lift up to 60 pounds occasionally; 20 pounds frequently (PC/server setup and installation)

Equal Opportunity Employer/Vets/Disabled

Vera Bradley is an Equal Opportunity Employer and Affirmative Action Employer. For more information, please click the following links:

Vera Bradley's Equal Employment and Affirmative Action Policy

Equal Employment Opportunity is The Law (in English)

Equal Employment Opportunity is The Law (in Spanish)

Equal Employment Opportunity is The Law (Supplement)

Pay Transparency

E-Verify Participation Poster (English)

E-Verify Participation Poster (Spanish)

Right to Work Poster (English)

Right to Work Poster (Spanish)

If you need a reasonable accommodation for any part of the employment application process, please send an e-mail to [email protected] Please include the accommodation you are requesting and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation and other EEO/Affirmative Action issues will be responded to from this e-mail address.


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