Help Desk Specialist II

Culver City, CA, United States

At Jazwares, we believe an innovative idea can come from anywhere, and anyone. We work collaboratively to achieve our goals and we have fun doing it! Jazwares, a Berkshire Hathaway company, is a leading global toy manufacturer with an award-winning, robust portfolio of wholly 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, Star Wars, CoComelon, Fortnite, AEW, Adopt Me!, Hello Kitty, and many more. In addition to toys, offerings also include Metaverse gaming, costumes, and products for pets. Headquartered in Sunrise, Florida, Jazwares has offices worldwide and sells its products in over 100 countries.

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:

Provide technical support to users of the company's IT systems, including computers, software, and peripherals

Provide technical support to employees experiencing issues with A/V and web conferencing solutions

Diagnose and resolve technical issues with equipment such as printers, scanners, desk phones, web conferencing equipment, and network equipment like switches and wireless access points

On-board new users (e.g., set up new user accounts, passwords, permissions, hardware, software)

Off-board separated users (e.g., remove users, reclaim software licenses, retrieve corporate assets)

Provide training and guidance to users on how to use the company's IT systems

Troubleshoot multi-factor authentication (MFA) issues

Maintain and update the company's IT systems, including the telecommunications systems

Monitor the company's IT systems for security breaches and other problems

Implement and maintain security measures to protect the company's IT systems

Document all their work in the corporate ticketing system, communicating with the users on ticket progress

Maintain and update documentation on A/V and web conferencing solutions

Work with other IT staff to maintain the company's IT infrastructure

Escalate to Administrators, Engineers, and vendors as necessary to resolve more complex issues

Stay up-to-date on the latest A/V and web conferencing technologies

What we look for: 3+ years of experience in technical support

1+ years of experience supporting A/V and web conferencing solutions

1+ years of experience supporting Google WorkSpace (pka G-Suite)

Strong technical skills in hardware, software, operating systems, and networking

Strong understanding of computer hardware and software

Proficiency with both Windows and macOS operating systems

Experience supporting MacBooks running the most recent versions of macOS

Experience supporting Google WorkSpace (pka G-Suite)

Advanced knowledge of Microsoft Productivity Suite, e.g., Word, Excel, Outlook

Understanding of A/V technologies and web conferencing platforms

Excellent customer service skills

Ability to work independently and as part of a team

Excellent written and verbal communication skills

Ability to work under pressure

Ability to meet deadlines

Ability to learn new technologies quickly

Preferred Qualifications: Knowledge of IT security principles and practices

Experience implementing and administering Google Meet hardware

Experience with Solstice Pods

Experience with Crestron Airmedia

Experience administering Zoom and Zoom Webinars

Experience with iOS and Linux

Experience with Active Directory, Office 365, and other enterprise tools and platforms

Experience with Amazon Web Services (AWS)

Certifications and Licenses Comptia A+,Network+,MCSA or equivalent

Working Conditions: Environment: Office

Schedule: Regular Office; may occasionallyrequire 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. The hourly range for this position is $24.51 - $30.76 hr. Actual hourly wage may vary based on experience, role tenure, performance, industry, and location. Eligibility for annual performance incentives may apply. Jazwares is a multi-state employer, salary range may not apply to other states.

The 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.

The flexible work environment includes a hybrid schedule with 4 days, Fridays WFH, up to 20 workdays fully remote each year, Time Off for vacation, sick leave, and volunteer work.

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!

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.