Helpdesk Technician

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 II provides advanced technical support and troubleshooting for hardware, software, and network-related issues. This role serves as an escalation point for immediate support and is responsible for resolving more complex 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

Serve as the first line of IT support for all employees and contractors.

Troubleshoot and resolve common IT issues including: Password resets, account unlocks, software installations, printer setup, advanced desktop troubleshooting for Windows and MacOS workstations, Support Office 365 applications (Outlook, Teams, SharePoint, OneDrive) and mobile device email setups.

Prioritize and escalate unresolved tickets appropriately.

Document all support activities thoroughly within the ticketing system (Asana).

Assist with onboarding/offboarding activities.

Create, maintain, and improve Standard Operating Procedures (SOPs) for workstation setups, software deployments, network and user configurations.

Maintain and update the Asset Tracking Lists for all IT hardware and software assets.

Conduct regular audits of assets and software licensing and policy compliance.

Perform basic network troubleshooting (DNS, DHCP, Wi-Fi, VPNs, HTTPS).

Support remote access solutions (VPN troubleshooting, client updates).

Monitor Sellmark’s antivirus and endpoint protection platforms for alerts and threats.

Implement cybersecurity policies and procedures in workstation deployments and daily operations.

Assist in vulnerability remediation activities (patching, endpoint configuration updates).

Support the IT team in cybersecurity incident response efforts.

Develop cybersecurity SOPs and assist with employee cybersecurity awareness initiatives.

Identify gaps or inefficiencies in security practices and suggest improvements.

Manage Office 365 user accounts, licenses, distribution groups, and Teams administration.

Assist with Microsoft Azure Active Directory tasks, including conditional access policy maintenance and user management.

Perform additional duties as required to support the department's effective operation.

QUALIFICATIONS

3-5 years of IT Helpdesk (Level 1 and/or Level 2) support experience.

2-4 years Microsoft Office 365 Administration experience.

2-3 years basic networking experience (DNS, DHCP, VPNs).

2-3 years Microsoft Azure administration experience (preferred but not mandatory).

Endpoint security platform administration experience (antivirus, encryption, patch management tools).

Windows 10/11 troubleshooting; some experience supporting MacOS.

Understanding of basic cybersecurity principles (e.g., endpoint protection, phishing prevention).

Familiarity with SAP basic security administration is a plus.

Highly self-motivated; able to work independently and manage priorities without close supervision.

Excellent communication and interpersonal skills.

Strong organizational skills and attention to detail.

Strong problem-solving and critical thinking skills.

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

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.