Technology Support Specialist

Scrapbook.com is the most visited papercrafting website and store in the world, happily welcoming millions of crafters every month. At Scrapbook.com, we are passionate about empowering beautiful, meaningful, handmade creation and everything we do is focused on that. In the digital age, living a handmade life is more important than ever. Crafting makes you happier, healthier and more connected and we're here to help you create.

Important Note about Working at Scrapbook.com:

Scrapbook.com isn’t for everyone. We hold ourselves to a higher standard than most. You will be expected to embrace the Scrapbook.com culture and embody our company’s core values.

Trusting Teamwork: We do our best, care about one another and trust each other.

Intentional Integrity: We honor our word and, if we’re out of integrity, we make it right.

Innovative Problem Solving: We fearlessly identify issues, then prioritize and solve them with the right solutions for our unique business.

Healthy Humor: We laugh together and are warm and friendly.

Before you apply, be sure you share Scrapbook.com’s core values.

How this position fits at Scrapbook.com: Full-time, M-F, In-House

As the Tech Support Specialist, you will work on-site, full time, at our headquarters in Gilbert, Arizona. The mission of the Scrapbook.com Tech Support Specialist is to support colleagues' technology needs via email, phone, chat, and in-person and to maintain the functionality of computers, printers, network devices, and internet services that allow colleagues to be effective in their roles. Core priorities for the role are as follows:

Ensure customers are able to make secure purchases

Ensure the security and reliability of office networks with fully functional fulfillment processes

Ensure colleagues remain technologically functional to serve customers and each other

Outcomes:

Will triage incoming support requests and work with colleagues to resolve their requests or determine the best path of support.

Will participate in on-call schedule, ensuring that emergency support requests that impede customer purchases or the fulfillment of orders are responded to 24x7, communicated to affected teams, resolved in a timely manner, and prevented or mitigated in the future.

Will provision and deprovision various hardware, software, services and accounts for colleagues and orient them on use

Will maintain technology inventory so that the right equipment is available for support and new colleague setups

Will perform regular maintenance tasks to ensure that all colleagues remain functional technologically to serve customers.

Will manage security awareness training for colleagues, ensuring they are informed about cybersecurity threats and best practices for maintaining a secure working environment.

Will work closely with Customer Support on tech-related support issues.

Will create and maintain shared tech team documentation, as well as helpful guides for colleagues.

Will engage in problem-solving skills on various tech-related projects as needed.

Will take on other duties as assigned.

You Value:

Trusting Teamwork: We do our best, care about one another, and trust each other.

Intentional Integrity: We honor our word and, if we're out of integrity, we make it right.

Innovative Problem Solving: We fearlessly identify issues, then prioritize and solve them with the right solutions for our business.

Healthy Humor: We laugh together and are warm and friendly.

You Exemplify:

Technological Expertise: You are experienced working with and troubleshooting Windows, Macs, printers, networks, and other devices, as well as common desktop software usage and troubleshooting.

Technical Proficiency: You are an expert in Windows, Mac, network setups, and peripheral devices. Knowledgeable in office software and cybersecurity.

Problem Solving: You have quick and effective problem resolution skills, with a knack for creative solutions and efficient troubleshooting.

Adaptability: You are comfortable with fast-paced changes, learning new technologies, and juggling multiple tasks under tight deadlines.

Communication Skills: You have strong verbal and written abilities to simplify technical language for non-technical audiences. Proficient in documentation and support guide creation.

Customer Service Orientation: You are patient and have an empathetic approach to support, with a history of excellent customer interactions. Ability to maintain professionalism and manage expectations under pressure.

You Meet the Following Requirements:

At least 2+ years experience providing on-premise and remote technical support using ticketing systems

Understanding of basic networking concepts and troubleshooting (e.g., DNS, DHCP, VPN, Wi-Fi, and Ethernet connectivity issues)

Windows Serve and Active Directory experience preferred

College degree preferred but not required

Certifications that are preferred but not required: A+ Certification, Network+ Certification, Security+ Certification

Able to perform all essential job functions, including walking, standing, bending, stooping, climbing, lifting and manual dexterity, with or without reasonable accommodation

Relevant Technologies:

Windows, Mac, iOS, Android, Linux, printers, Google Workspace, Microsoft Remote Desktop, OpenVPN, Jira Service Management, Slack