Vista Outdoor IT Helpdesk - Client Services in Petaluma, California

Join our talented team. Employees at Vista Outdoor are passionate and committed to delivering quality products to our customers. Our culture centers on an engaged and accountable workforce. Our goal is to attract and retain a diverse workforce: rich in talent, background, ideas and experience.

Responsibilities and Qualifications

The Client Services Analyst provides prompt and courteous IT desktop support to the Petaluma office associates, contractors and consultants on all company-supported applications and systems by resolving issues, fulfilling service requests and answering questions concerning equipment, software and peripherals. The Client Services Analyst addresses all user inquiries and complaints with the highest degree of professionalism and product knowledge. The Client Services Analyst solicits and gathers input from end users, supervisors, managers and executives regarding Vista Outdoor IT’s performance and how Vista Outdoor IT can further serve its customers. The Client Services Analyst serves as the “face of IT” to the business and as such exhibits the highest degree of professionalism and customer focus.

MINIMUM QUALIFICATIONS

EDUCATION

  • Associate’s Degree in Computer Science or related field or comparable work experience

EXPERIENCE

  • 1-3 years’ experience with Windows and Mac administration, software/hardware support and troubleshooting required

CLIENT OS (WINDOWS / MAC OS)

  • Proficient with all Microsoft and Macintosh desktop operating systems (within current Microsoft/Mac support lifecycle)

MICROSOFT OFFICE

  • Proficient with Microsoft Office and other standard desktop applications

HARDWARE / PERIPHERAL

  • Hands-on experience working on desktop and laptop hardware and peripherals

TOOLS

  • Experience using diagnostic utilities for troubleshooting Windows and Macintosh environments

SLA

  • Knowledge of SLAs and Service Desk deliverables

PROJECT MANAGEMENT

  • Experience working on project teams.

ESSENTIAL FUNCTIONS

  • Manage a shared ticket queue consisting of incidents and requests from employees across all Vista Outdoor locations

  • Maintain all end user devices, peripherals and software by following predetermined company policies, processes, and/or procedures

  • Install, test, and maintain all end user computing equipment, telephony equipment, software, and peripherals

  • Read technical manuals, confer with users, and conduct computer diagnostics to investigate and resolve problems and provide technical assistance and support

  • Assist end users with software and hardware training/instruction as needed

  • Assist in the development of user documentation and training materials

  • Perform routine and preventative maintenance on printers, copiers and scanners

  • Escalate critical issues through appropriate channels

  • Provide remote support for end users at all Vista Outdoor locations

  • Provide computer/telephone orientation to new Site Support Services staff members

  • Travel may be required

SPECIFIC REQUIREMENTS OF THE POSITION

  • Superior customer service focus

  • Excellent verbal, written and interpersonal communication skills

  • Effectively communicates instructions and technical information in a clear, precise and understandable manner

  • Ability to present ideas in business-friendly and user-friendly language

  • Ability to maintain a high level of flexibility and to learn and support new applications

  • Excellent analytical, troubleshooting and problem-solving skills

  • Strong teamwork skills with the ability to establish and maintain positive and effective working relationships with all departments and employees

  • Strong multi-tasking and task prioritization skills

  • Self-motivated and self-directed with the ability to work with little supervision

  • Attention to detail and accuracy

  • Ability to lift up to 40 pounds: lifting and transporting of moderately heavy objects, such as computers and peripherals

  • Ability to conduct research into issues and products as required

  • Available for a 40-hour on-site work week with on-call availability on an as needed basis

  • Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and other computer components

We offer a highly competitive salary, comprehensive benefits including: medical and dental, vision, disability and life insurance, 401K, PTO, tuition reimbursement, and the ability to add value to an exciting mission!

Equal Opportunity Employer Minorities/Females/Protected Veteran/Disabled

Vista Outdoor is an equal opportunity employer. All applicants are considered for employment without regard race, color, religion, sexual orientation, gender identity, national origin, disability, veteran status, and any other characteristics protected by law. The EEO Law poster is available here: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf

If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to careers@vistaoutdoor.com . Please note that this email address is for accommodation purposes only. Vista Outdoor will not respond to inquiries for other purposes.