Job Description

Are you passionate about customer service, one-call resolution, and helping your team mates do more, better, and faster with technology? If you also thrive in a fast-paced, growth-oriented team culture, then you should consider joining Sprague Pest Solutions as an IT Help Desk Technician.

What you'll do:

• Work independently in a professional setting
• Provide first-line support to internal users
• Intake service requests, diagnose, troubleshoot, and resolve software and hardware issues with PCs, printers, mobile devices, and related equipment
• Assist with onboarding new users
• Collaborate with team members to to develop and document support procedures
• Maintain inventory of all equipment, software, and licensed users
• Escalate complex technical issues to appropriate IT personnel for further resolutions

What you bring to this role:

• 2+ years experience with IT systems and/or technology support
• 1+ years working in a professional office environment
• Associates' degree in a related discipline preferred; High school diploma or equivalent required
• Attention to detail and high standards of work quality
• Hunger for knowledge and professional development
• Competitive approach to both individual and team performance
• Willingness to take on new challenges and seek out opportunities to improve business operations

What we do at Sprague:

Working for Sprague means passionately delivering uncompromising service. We focus on our commitment to our clients and ourselves; consistency, accountability, respect, teamwork among co-workers, our clients, and the community; and environmental responsibility in our approach to pest prevention.

What you'll get working here:

• Salary: $22-25/hr to start (depending on experience)
• Pride in your work and the Sprague mission
• A supportive team environment based on family values
• Unlimited growth opportunities, with tuition assistance and leadership training

Benefits:

• Health, Vision, Dental Insurance within 30 days of hire
• 401K after 1 year, with 100% match up to 3% plus 50% match up to 6%
• Paid time off: Personal time available day 1, holiday and vacation time after 90 days
• Child care assistance and college savings plan

All offers of employment are contingent upon a satisfactory motor vehicle record report that is checked annually.

Sprague Pest Solutions is an Equal Opportunity employer and promotes diversity through a culture of inclusion and opportunity. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristics protected by law. We are a drug and smoke-free environment.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Must Haves:

• High School Diploma or GED
• 2+ years experience in a helpdesk support role or similar position
• 2 + years' experience with IT Systems, including help desk ticketing system like Zendesk or Service Now
• Excellent communication and interpersonal skills.
• Demonstrates a commitment to customer satisfaction
• Familiarity with troubleshooting desktops, laptops, printers, and mobile devices (iOS & Android).

Nice to Haves:

• Associates degree in a related discipline

Detailed Job Description

Sprague's Helpdesk Professional is the go-to person for providing technical assistance and support related to computer systems, mobile devices, hardware, and software. They are responsible for answering queries and addressing system and user issues in a timely and professional manner.

This role will support team members in need of new equipment, upgrades, training, and troubleshooting tasks. This role will also be the first point of contact for assistance with any IT related issues. The IT team utilizes a ticketing system, allowing each member of the team to address and close out issues efficiently in addition to their normal maintenance tasks.
While the nature of this role is more technically based, it is important for the help desk to have strong professional and communication skills to put frustrated users at ease. Some of the most common helpdesk responsibilities are listed below:

1. Monitoring and responding quickly to incoming requests related to IT issues.
2. Diagnose and resolve hardware and software issues promptly
3. First line support for PCs, printers, mobile devices, and related equipment.
4. Collaborate with team members to develop and document support procedures.
5. Assisting with onboarding of new users.
6. Maintaining inventory of all equipment, software, and licensed users.
7. Escalate complex technical issues to appropriate IT personnel for further resolutions

Knowledge, Skills and Abilities

• Proven experience in a helpdesk support role or similar position.
• Ability to triage problems and find root cause
• Experience using a help desk ticketing system like Zendesk or Service now is a plus
• Excellent communication and interpersonal skills.
• Strong knowledge of Windows, IoS and Android operating systems.
• Familiarity with troubleshooting desktops, laptops, printers, and mobile devices.
• Is able to perform effectively with minimal direction and support
• IT certifications (e.g., CompTIA A+, Microsoft Certified Professional) are a plus.
• Consistently demonstrates Sprague's Values, Code of Ethics, Environmental Philosophy and Vision; follows company policies and procedures.

Paid Time Off, Vacation, and Holidays

Superb leave and time off policy.

Benefits Program

Medical, Vision, Dental, FSA / HSA options, Life and Disability insurance

401(k) Retirement Plan

4.5% matching if you contribute 6%.100% matching up to 3% then 50% matching up to 6%.

Work Schedule

In person @ Corporate Office - Monday through Friday ~ 8 hours a day (40 hour week).

Pay Rate

$22-25+ an hour DOE

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