Job description

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 is a global leader in consumer products including toys, plush, action figures, collectibles and musical instruments. Jazwares’ portfolio includes a variety of dynamic, wholly-owned and licensed brands like preschool powerhouses Blippi, Cabbage Patch Kids®, and CoComelon unstoppable action and gaming brands like Fortnite, Halo®, Micro Machines, Nerf, Pokémon and Roblox, leading lifestyle and entertainment brands like All Elite Wrestling™ (AEW), Blinger®, UFC, musical property First Act™, and beloved plush Hug-A-Pet and Squishmallows®, just to name a few. With over 20 years of design, development and manufacturing expertise, Jazwares is an award-winning company with a progressive focus on identifying new trends and transforming them into high-quality products for consumers of all ages.
Jazwares, which is headquartered in Sunrise, FL, has offices around the world and sells in over 100 countries. Since its inception in 1997, Jazwares continues to grow through the development of new products and the strategic acquisitions of companies like First Act™, Russ Berrie™, Zag Toys™, Wicked Cool Toys™ and Kellytoy®.
Summary:
The Sr. Help Desk Specialist includes all aspects of help desk support and technical assistance on an advanced level. This person will 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, the IT team tracks the ticket/issue and works to identify and address the problem using best practices and their expertise. This person will also be working with multiple end users on multiple and diverse issues simultaneously. This includes, administering computer accounts and passwords, as well as escalating issues to the appropriate department or subject matter expert (such as a network specialist) and engaging third party vendors/service providers.
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What you'll be doing:
While other duties might be assigned by your supervisor or delegate, your primary responsibilities will include the following:

• Assess incoming support tickets and route them to the appropriate work queue utilizing the helpdesk platform
• Prioritize and action end-user support tickets, keeping each updated with current status
• Respond to customer requests effectively and communicate with them to address and resolve issues
• Troubleshoot PC technical issues until they are resolved, or escalate to the appropriate team for additional assistance
• Assist users with print queries, hardware questions, and bug reports they find in software programs
• Provide remote hands and eyes assistance to engineering teams for on-premises enterprise infrastructure activities
• Work with the rest of the team to prepare statistical reports using the helpdesk system to track problem resolution against internal SLAs
• Make suggestions for infrastructure, PC improvements, and user education to reduce recurrence of issues
• Perform PC deployments and replacements as necessary
• Maintain inventory of PCs and peripherals for use as spares and/or replacements
• Interface with various vendors to resolve end-user or company issues
• Perform light office infrastructure work, such as installing video conference cameras, installing digital signage boards, installing screen sharing devices, installing network devices like switches and access points, cable management, desk relocations and setups
• Update user access for given IT applications for new and current employees
• Make process improvement recommendations around processes like onboarding, offboarding, software provisioning
• Complete daily audio-video equipment health checks
• Provide audio-video support (e.g., video camera panning and zooming or managing mics) during large meetings

What we look for:

• Bachelor's degree in computer science or related field or equivalent and related work experience
• Two years of experience in an enterprise environment or five years of experience in small to medium environments
• Certifications in areas related to computer software and hardware are preferred (CompTIA A+, CompTIA Network+, CompTIA Security+, MCSA: Windows 10, MCSE: Desktop Infrastructure)
• Understanding of basic network concepts (TCP/IP, DNS, DHCP, Ethernet)
• Project management and implementation skills are a plus
• Ability and desire to provide excellent service to end users on-site and remote
• Working knowledge of Microsoft products (Server 2016 and above)
• Experience troubleshooting hardware, software, and printer related issues
• Experience replacing hardware on both desktop and laptop PCs and Apple products
• Experience installing software, patches, and updates on desktops and laptops
• Experience troubleshooting network issues
• Strong communication, interpersonal, and analytical skills
• Working knowledge of Windows and MacOS
• Experience using Google Workspace applications
• Able to lift at least 50lbs and perform physical work
• Have a valid Driver's license
• Team player

Preferred Qualifications:

• Knowledge of iOS, Android, Linux
• Cloud computing experience (AWS)
• Understanding of virtual computers
• Comfortable using CLI commands, PowerShell, Terminal
• Bilingual: English, Spanish preferred

What we offer:

• Basic Medical Insurance 100% Company paid for Employee and Employee/Children (!)
• Employee Basic Life and AD&D Insurance
• 401(K) Retirement Program - Jazwares matches up to 4% of pretax or post-tax deferrals.
• Short & Long Term Disability
• Paid Parental Leave
• Sick Leave, Vacation, Holiday Pay
• Tuition Reimbursement
• Summer Fridays

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.
Location: Sunrise,Florida,33326,United States, Sunrise, FL 33326

Location: Sunrise,Florida,33326,United States, Sunrise, FL 33326

Job Type: Full-time

License/Certification:

• AWS Certification (Required)

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