Help Desk Technician

Job Description

Job Description

About NMG:

Nationwide Marketing Group works on behalf of thousands of independent appliance, furniture, bedding, electronics, specialty electronics, custom installation and rent-to-own dealers helping them grow their businesses and thrive on their own terms. With more than 5,000 members operating some 14,000 storefronts, Nationwide Marketing Group is the largest buying, marketing and business support organization of its kind, representing billions in combined annual sales across the membership. For over 50 years, the organization has remained committed to the independent channel, empowering members with the scale, sophistication and efficiencies they need to compete while delivering the unmatched business intelligence, tools and resources required to win in an ever-changing business environment. To learn more, visit our website at nationwidegroup.org or Nationwide Marketing Group LinkedIn

Why You Want to Work Here:

At Nationwide Marketing Group, we believe our strength comes from the diversity of our people and the communities we serve. We’re committed to building teams where every individual feels valued, included, and supported to do their best work. We know that different voices and perspectives don’t just make us stronger—they help us serve our Members better.

But culture at NMG goes beyond our commitment to diversity and inclusion. We’re a community built on collaboration, respect, and a shared drive to help independent businesses thrive. Here, you’ll be part of a team that celebrates wins together, tackles challenges head-on, and invests in both professional and personal growth.

NMG is proud to be an equal opportunity employer. We do not discriminate based on race, color, sex, age, national origin, religion, sexual orientation, gender identity or expression, veteran status, disability, or any other protected characteristic. If you need reasonable accommodations during the hiring process, please let us know—we’ll work with you to ensure you have the support you need.

What We'll Do For You:

• Competitive base pay and performance bonus, dependent on role.
• Medical, Dental, Vision with low-cost coverage options
• Employer Paid Basic Life/AD&D
• Employer Paid Short-Term and Long-Term Disability
• MetLife supplemental insurance benefit options
• Matching 401K with 100% vesting
• Open PTO Policy, Paid Holidays, 10 weeks Paid Parental Leave to help you prioritize what matters most to you
• Business casual work environment
• Rewards & recognition platform -- earn points & redeem for merch!
• Discounts Program on Electronics, Cells Phones, Health & Wellness, Travel, Entertainment, Home & Auto, Pet Insurance and more!

Job Summary:

The Help Desk Technician plays a key role in developing, maintaining, and improving systems, policies, and procedures that support a remote workforce. This role requires strong attention to detail, a customer-focused mindset, and a commitment to identifying and resolving the root cause of technical issues. Beyond resolving immediate user concerns, the Help Desk Technician proactively builds scalable solutions, documentation, and processes to improve efficiency, reduce recurring issues, and enhance the overall support experience.

Job Responsibilities:

• Perform remote technical support for approximately 400 internal employees working in a Windows 10 and MacOS environment
• Receive, triage, and coordinate support requests through a ticketing platform
• Manage procurement, tracking, and recovery of equipment for remote workers
• Maintain imaging and backup systems for user equipment
• Enact Helpdesk-related policies and procedures for a fully remote workforce
• Assist Systems Administrators with projects and tasks as required
• Participation in an on-call rotation is required to support operational continuity and timely service delivery

Job Competencies:

• Problem-Solving & Troubleshooting: Demonstrates the proficiency to diagnose technical issues, analyze root causes, and implementing effective solutions in a timely manner.
• Research & Continuous Improvement: Proactively researches unfamiliar issues, tools, and technologies to design practical, scalable solutions.
• Communication & Interpersonal Skills: Communicates clearly and professionally with users of varying technical skill levels; builds rapport and maintains a customer-focused, approachable demeanor.
• Collaboration & Service Orientation: Works effectively with end users and internal teams to resolve issues while maintaining a high standard of service and responsiveness.
• Learning Agility & Growth Mindset: Shows a strong desire to learn, adapt, and expand technical expertise to meet evolving business and technology needs.

Basic Qualifications:

• Minimum of 2 years of experience in an IT Help Desk or technical support role
• Hands-on experience supporting users in a Windows-based environment, including troubleshooting hardware, software, and operating system issues
• Strong customer service orientation communicating technical information clearly to non-technical users
• Experience documenting issues, resolutions, and support activities using ticketing or service management systems

Preferred Qualifications:

• Experience supporting macOS environments
• Familiarity with Azure Active Directory, including user account management and access provisioning
• Exposure to cloud-based tools and services (e.g., Microsoft 365)

Work Environment:

Must be able to read, write, and communicate both verbally and in written form to express and exchange ideas. While performing the responsibilities of this job, the employee must be able to access all components of the workstation and other office equipment. Frequent typing, writing, bending, and twisting. Must be able to lift up to 10 pounds.

General office environment with moderate noise. This position is mostly sedentary, involves sitting most of the time, but may involve walking or standing for brief periods of time. A busy environment with many unscheduled interruptions. Frequent computer use at workstation for extended periods of time. Public contact position requiring appropriate business apparel.