Job Description - Forest River Inc. - Help Desk Technician (Onsite)
The Forest River IT team is growing! We are seeking a sharp, customer-focused Help Desk Technician to report to our VP of Technology. In this role, you will be the primary point of contact for our staff-using your technical expertise to solve problems, maintain systems, and ensure technology works seamlessly for everyone.
What's In It For You?
- Growth - Work in a supportive, fast-paced, entrepreneurial, and innovative workplace that offers opportunities for advancement.
- Help shape the future - Have a hand in building and growing our evolving Technical Support strategy.
- Opportunity - shape best practices for Technical Support initiatives.
- Grow business knowledge by working with teammates across all aspects of Forest River's diverse business.
What You'll Do
You'll bring proven communication skills, sharp problem-solving instincts, and a commitment to excellence to every support interaction.
- Deliver hands-on technical support for hardware, software, mobile devices, and other technology tools - by phone, email, in person, or remote desktop.
- Diagnose and resolve issues quickly; escalate complex problems to the right team member with full context.
- Manage user accounts - password resets, unlocks, re-enablement, and identity verification.
- Maintain up-to-date knowledge of company policies and assist in compliance efforts.
- Contribute to and maintain Help Desk documentation, knowledge base articles, and procedural guides.
- Assist in keeping the Help Desk web presence current and useful.
- Log, track, and document all technical issues accurately and completely.
- Produce clear written materials - correspondence, memos, reports, and presentations - using word processing and graphics software.
- Stay current on emerging technologies and trends relevant to the role.
- Pitch in on other related duties as the team's needs evolve.
What We Are Looking For:
- Associate's degree preferred, with 5+ years of hands-on technical and customer service experience.
- Strong interpersonal skills with a genuine focus on customer satisfaction.
- Proactive self-starter with a strong sense of ownership and the ability to work independently in a fast-paced environment.
- Outstanding written and verbal communication skills.
- Solid working knowledge of Windows-based PC environments.
- Proficiency with common software packages - Microsoft Office, Adobe products, AutoCAD, and similar tools.
- Intermediate understanding of TCP/IP networking and the ability to troubleshoot connectivity issues.
- Comfortable working with users of all technical skill levels.
- Ability to design and deliver basic technology training materials.
- Strong grasp of organizational policies and procedures - and the judgment to apply them.
- Unwavering commitment to confidentiality and data integrity.
- Reliable personal transportation required (business mileage reimbursed).
- Personal smartphone required for departmental communications.