Help Desk Specialist
The Vermont Teddy Bear Company - Shelburne, VT

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The Vermont Teddy Bear Company is a growing organization consisting of multiple brands and channels. We work hard, but we also know how to have fun! Activities like summer bocce tournaments, the Strawberry Shortcake Smack-down, Halloween pumpkin carving contests, BBQs complete with s’mores and wacky fashion shows are just a taste of life at VTB.

The Help Desk Specialist at Vermont Teddy Bear Company will provide help desk primary support for VTB employees and onsite contractors. This position will manage service contracts for printer, copier and fax equipment, act as primary back up and provide assistance to Systems Administrator and provide on-call support.

Essential Duties and Responsibilities:
• Help Desk
a. Provide first level support for VTB employees and onsite contractors for PCs, phones, voicemail, and applications
b. Develop and maintain documentation in support of Help Desk responsibilities and tasks
• Equipment – PC, printer, printer/copier, copier, fax
a. Coordinate maintenance and service for printers/copiers/faxes for VTBC, including toner purchase/replacement
b. Negotiate maintenance contracts
c. Trouble-shoot equipment issues
d. Configure and deploy PC’s to clients
• Network Administration
a. Create and maintain network accounts
i. Change passwords, group memberships, distribution list membership, etc.
b. Provide primary backup to Network/Telecom Manager
• Telecommunications
a. Install/support phone sets and voice mail
b. Coordinate all warranty replacements and equipment maintenance
• Peak
a. Assist w/ setup and certification of agent PCs/phones prior to training sessions
b. Provide primary contact for PC/phone support during holiday
• Demonstrate VTB’s customer service philosophy and effective communication skills while supporting client needs
• Responsible for adherence to VTBC’s departmental and corporate policies and procedures
• Assist with the development, maintenance, dissemination and adherence to departmental Action Plans on a year-round basis
• Responsible for S.O.S participation as required during Peak Periods
• Responsible for writing Peer Reviews and Management Assessments as requested
• Will follow all ergonomic standards and safety requirements directed by VTB and the department
This position requires a high level of attention to detail, effective verbal and written communication skills along with excellent follow-through and problem-solving capabilities. Must have the ability to absorb new technology rapidly and understand business issues. Must be able to work effectively in a team environment. Must be flexible and react positively to change.
I. PC software and hardware knowledge – Win200x/XP
II. Business experience with LAN/WAN - Windows 200x, Unix, Linux, MAC O/S
III. B.S.– Computer Science or equivalent experience
Benefits Include:
A comprehensive benefits package including 401(k). In addition to the standard benefits, we offer some other fun perks including employee discounts, onsite Physical Therapy, onsite garden space, Community Shared Agriculture (CSA) farm share reimbursement, free gym membership for our employees and their families, onsite Chiropractic and Massage Therapy and onsite nutritionist.