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ABOUT SELLMARK
Sellmark is committed to creating brands that foster memories and traditions by producing industry-leading outdoor lifestyle products. We promote a healthy outdoor lifestyle and drive innovation through positive leadership, strong ethics, and unwavering dedication. Our team-oriented culture encourages self-growth, mutual respect, and a passion for excellence—both at work and beyond. We seek individuals who bring passion to everything they do, instill confidence, trust, and respect, and inspire success while building strong relationships. If you're looking for a dynamic, professional, and supportive team, we’d love to have you join us.
JOB SUMMARY
The Helpdesk Technician provides technical support and troubleshooting for hardware, software, and network-related issues. This role serves as an escalation point for support and is responsible for resolving problems, ensuring minimal downtime and optimal user experience. The Technician will support end-users on-site, manage support tickets, and contribute to knowledge base documentation.
ESSENTIAL DUTIES AND TASKS
- Act as the initial point of contact for technical support requests via phone, email, Teams, and in-person.
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- Diagnose and resolve desktop and laptop issues related to:
- Windows and macOS operating systems
- Microsoft 365 and productivity applications
- Printers, peripherals, and mobile devices
- Support and troubleshoot basic network services, including DNS, DHCP, and standard TCP/IP configurations.
- Perform basic user account administration tasks (e.g., password resets, Active Directory changes).
- Track and document support activities using our current project management system, Asana, with the expectation of transitioning to a formal ticketing system soon.
- Escalate unresolved or complex issues to senior technical staff while maintaining ownership of the support process.
- Provide clear and professional communication with clients and internal team members throughout the resolution process.
Perform additional duties as required to support the department's effective operation.
QUALIFICATIONS
- 2–3 years of experience in IT support or helpdesk roles, ideally in an MSP or multi-client environment.
- Proficiency with troubleshooting desktops, laptops, and associated peripherals.
- Working knowledge of DNS, DHCP, and basic network troubleshooting tools (e.g., ping, ipconfig).
- Strong understanding of Microsoft 365, Windows environments, and general business applications.
- Experience with project management or task tracking tools (e.g., Asana, Trello, Monday.com, etc.).
- Exposure to or interest in ticketing and RMM platforms commonly used by MSPs (e.g., Kaseya, ConnectWise, Autotask, NinjaOne).
- CompTIA A+, Network+, or similar certifications.
- Familiarity with virtualization (VMware, Hyper-V) and/or cloud services (Azure, Microsoft 365 admin portals).
- Experience with Share Point management.
- Ability to document work accurately in a project management system and adapt to evolving support tools and workflows.
- Excellent interpersonal, verbal, and written communication skills.
- Self-motivated with the ability to prioritize tasks and manage time effectively.
- Ability to handle confidential information appropriately and maintain discretion.
WORK ENVIRONMENT & PHYSICAL REQUIREMENTS
- While performing the duties of this job, the employee may be required to sit or stand for extended periods of time. The employee may be required to bend, twist, reach, push, pull and operate office machinery and motor vehicles.
- Must be able to lift to (50) pounds
- This position occupies a normal climate-controlled office setting, but the employee may be exposed to outdoor conditions such as inclement weather and varying degrees of temperature while traveling to meet position expectations.
WORK SCHEDULE/HOURS
This is an on-site everyday position. Schedules will vary depending on business needs, and may entail working nights, weekends and holidays. Must be flexible to work outside departmental operating hours.
COMPETITIVE COMPENSATION, BENEFITS AND TRAINING
- Competitive salary based on experience.
- 401k match
- Excellent Medical, Dental, and Vision Insurance.
- Generous paid time off, sick and floating holidays.
- Company expansion which includes a gym, sauna, wellness center, chiropractor, cafeteria, and event space. Initial intensive training program, continual professional training and career enhancement opportunities available.
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