IT Help Desk Technician

About Us: 

As a global data company, Productive Playhouse “PPH”, is pioneering our approach to language and data services, while incorporating their roots as a production company. Originally creating content to support children's language acquisition, our commitment to excellence, forward-thinking strategies, and world-wide cultural experience has proven key for delivering exceptional service.  

Originally founded as an educational content production company, Productive Playhouse made a mark with our award winning children’s series, which taught fundamental subjects through engaging and effective programming. This early success paved the way for our evolution into a comprehensive data services provider.  

Since 2011, Productive Playhouse has expanded rapidly to offer an extensive suite of data services. Our current offerings include transcription, translation, linguistic analysis, rating, systems testing, localization, field and studio recording, language skill verification, and specialized data handling with a focus on sensitivity and diversity.  Our commitment to innovation means we continually enhance our service portfolio to meet the evolving needs of our clients.

At Productive Playhouse, we are proud of our reputation for addressing complex challenges with agility and delivering premium secure data solutions across diverse environments. Our dynamic team is dedicated to maintaining the highest standards and ensuring exceptional service every time. 

Position Summary: The IT Help Desk Technician provides first-level technical support to employees by troubleshooting hardware, software, and network issues. This role ensures timely resolution of IT problems, maintains accurate documentation, and delivers exceptional customer service to support day-to-day business operations.

Key Responsibilities:

• Respond promptly to user requests for technical assistance via phone, email, or ticketing system
• Diagnose and resolve hardware, software, and network issues for end-users
• Install, configure, and update computer systems and software applications
• Assist with password resets, account access, and permissions management
• Document all support activities and resolutions in the help desk system
• Escalate complex issues to higher-level IT support or specialized teams as needed
• Provide guidance and training to users on basic IT functions and best practices
• Maintain inventory of IT equipment and supplies
• Participate in IT projects, such as system upgrades or deployments
• Follow company policies and procedures regarding IT security and data privacy

Qualifications:

• High school diploma or equivalent; Associate’s degree or relevant certifications preferred (e.g., CompTIA A+, Network+)
• 1-3 years of experience in technical support or help desk role preferred
• Basic understanding of computer hardware, software, and networking fundamentals
• Experience with Windows and/or Mac operating systems
• Familiarity with common business software (e.g., Microsoft Office, email clients)
• Strong troubleshooting and problem-solving abilities
• Excellent communication and customer service skills
• Ability to work independently and as part of a team
• Willingness to learn and adapt to new technologies
• Ability to manage multiple requests and prioritize tasks effectively

Physical Requirements:

• This is a remote position, however, it may require in-office attendance for designated meetings, training sessions, and occasional travel to other worksites as needed.  
• The role routinely uses standard office equipment such as computers, phones, filing cabinets, etc.  
• Strong visual acuity for reviewing detailed documents and data on computer screens.
• Manual dexterity for operating a computer, including the use of a keyboard and mouse. 
• Occasionally required to lift and carry office supplies or equipment up to 25 pounds. 
• Clear verbal and written communication skills for effective interaction with team members across the organization
• Flexibility to adjust schedules based on project needs, with occasional requests for additional hours during temporary projects.  
• Capability to manage tasks that require prolonged periods of focus and concentration. 
• Ability to handle the physical demands of a standard workweek, which may include occasional overtime, nights, weekends, and holidays, if needed.  

Disclaimer

The job description provided is designed to convey information essential to understanding the scope of the position and the general nature of the work performed. It is not intended to be an exhaustive list of duties, responsibilities, or qualifications associated with the job. Productive Playhouse reserves the right to modify or revise the job description as necessary

Productive Playhouse is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive work environment for all employees.  Employment with Productive Playhouse is at-will, meaning that either the employee or the employer can terminate the employment relationship at any time, with or without cause or notice.

All offers of employment at Productive Playhouse are contingent upon the candidate’s ability to provide valid documentation of identity and eligibility to work in the United States or relevant hiring location.  Productive Playhouse participates in E-Verify.

Productive Playhouse provides reasonable accommodation for qualified individuals with disabilities.  If you need assistance or an accommodation due to a disability, please contact Human Resources ([email protected])