Tech Support-Help Desk I
Zier IncABOUT UA/UNIFORM ADVANTAGE BRANDS At UA Brands, we’re changing the way healthcare and culinary professionals get dressed. For over 40 years, we’ve created stylish, high-performance uniforms designed to empower those on the front lines. Our apparel breaks the mold, combining brilliant design with real-world function. Join a team that values creativity, impact, and community, and help us redefine uniforms that don’t conform. ABOUT THE ROLE UA Brands is seeking an outgoing, friendly Tech Support/Help Desk & Service Delivery Associate-Level 1 with a high focus on customer service to join a high-performing team. This role serves as a frontline resource for employees needing day-to-day technology assistance. This role provides first-level technical support through the IT hotline and Help Desk ticketing system, troubleshoots common hardware, software, access, and connectivity issues, and coordinates escalation to other IT team members as needed. The position also supports hardware and software deployment, employee onboarding, IT asset management, technical documentation, preventive maintenance, and technology projects. Working closely with local and remote IT professionals, the Associate helps ensure employees receive timely, professional, and effective technology support while contributing to reliable day-to-day IT service delivery. WHAT YOU’LL DO IT Help Desk & Hotline Support – Serve as the first point of contact for employees seeking technical assistance. Answer IT hotline calls, troubleshoot common hardware, software, access, and connectivity issues, and provide timely real-time support. Escalate complex issues to appropriate IT team members when necessary. Help Desk Ticket Management – Monitor the help desk ticket queue, review and prioritize incoming requests, assign tickets to appropriate IT technical staff, and help ensure incidents and service requests are addressed within established service expectations. On-Site Support for Senior Engineers – Partner with remote Senior Engineers and other IT team members to perform on-site troubleshooting, installations, diagnostics, testing, and other technical tasks as directed. Technical Documentation & Knowledge Management – Create, maintain, and update clear technical documentation, troubleshooting guides, standard operating procedures, and end-user instructions for employees and IT staff. Hardware & Software Deployment – Install, configure, and deploy new hardware and software, including imaging and preparing desktops and laptops to ensure devices are ready for employee use. IT Asset Tracking & Inventory Management – Maintain accurate inventory records for technology assets, including hardware located at the corporate office, deployed equipment, and assets assigned to employees throughout their lifecycle. Preventive & Scheduled Maintenance – Perform scheduled maintenance and basic troubleshooting of existing hardware, software, printers, network wiring, and server-related environments to support reliable IT operations. New Employee IT Onboarding – Support the onboarding of new employees by creating and configuring user accounts, assigning software licenses, preparing equipment, and ensuring required technology access is available. IT Projects & Strategic Initiatives – Participate in project-based assignments and longer-term technology initiatives, supporting implementations, upgrades, migrations, and other IT improvement activities. WHAT YOU’LL BRING Verbal Communication & Phone-Based Technical Support – Excellent verbal communication and active listening skills, with the ability to professionally handle live help desk calls, understand user concerns, explain technical solutions clearly, and provide effective technical assistance over the phone. Tier 1 Help Desk Support – Ability to monitor, assess, troubleshoot, and resolve Tier 1 technical support tickets submitted by employees, escalat…