Job Description

Salary: $47,840 - 56,160 per year Requirements:

• High school diploma or equivalent
• At least 1 year of experience in a technical support or help desk position
• Strong ability to troubleshoot and resolve issues related to Windows operating systems, networking principles (TCP/IP), and Microsoft Office 365
• Outstanding customer service, communication, and interpersonal skills
• Capability to quickly adapt and learn new technologies
• Ability to work autonomously, effectively manage time, and prioritize tasks in a fast-paced environment
• Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) preferred, though practical experience is prioritized
• Familiarity with ticket tracking systems (e.g., Zendesk) is advantageous
• Proficient with Microsoft 365 applications, including Office, Teams, OneDrive, and SharePoint
• Understanding of Microsoft Active Directory and both Windows and Mac Workstations
• Experience in Microsoft 365 Administration, including User Admin, Teams Admin, and SharePoint Admin
• Knowledge of Microsoft 365 Entra ID, Microsoft 365 Intune, Remote Desktop Services, and Virtual Private Networks is desirable

• Serve as the initial point of contact for technical support inquiries in our dynamic manufacturing setting
• Respond promptly to and document IT support requests received through phone, email, or in-person
• Provide first-line technical assistance for hardware issues (desktops, laptops, printers, etc.) and software challenges (Windows OS, Microsoft Office Suite, ERP systems)
• Escalate intricate or unresolved issues to Level 2/3 support or external service providers as needed
• Set up, configure, and deploy new workstations for employees, overseeing both hardware and software
• Manage user accounts and permissions within Active Directory and essential applications, handling employee onboarding and offboarding
• Maintain an accurate record of all IT assets, ensuring tracking of assignment, location, and condition
• Assist with the acquisition, receipt, and recycling of IT equipment
• Conduct routine maintenance activities, including system health monitoring, software updates, and backup verification
• Produce and refresh clear documentation for common issues and resolutions for both the IT team and end-users (Knowledge Base articles)

• Active Directory
• ERP
• Hardware
• Support
• Microsoft 365
• Office 365
• SharePoint
• TCP/IP
• Windows
• Zendesk
• Mobile

More:

At PetWise, we are a forefront leader in crafting smart, stylish, innovative, and environmentally conscious pet products since 1990. Our products are available globally across various retail and online platforms. We promote a collaborative culture and offer a picturesque office setting in Marin County, along with ample career advancement opportunities, competitive compensation, and comprehensive benefits. We invite you to join our team and contribute to shaping the future of our company. This full-time role offers a hybrid remote work option in Novato, CA, with a pay range of $23.00 - $27.00 per hour.

last updated 51 week of 2025

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