Help Desk Technician

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.