Desktop Support Technician

Description

Be the Reason Technology Feels Easy

Connecting people through creativity—and the technology that makes it possible.

At Stampin’ Up!, creativity is at the heart of everything we do. But great ideas don’t happen in a vacuum. They happen when people have the tools, technology, and support they need to do their best work.

That’s where you come in.

We’re looking for a Desktop Support Specialist who knows their way around technology, genuinely enjoys helping people, and believes that great IT support is about much more than fixing a computer. It’s about creating simple, positive technology experiences for the people behind the creativity.

You’ll be part troubleshooter, part teacher, part investigator, and part technology champion. You’ll help employees navigate everything from everyday technology questions to those wonderfully mysterious issues that make you say, “Huh. I’ve never seen that before.” And then you’ll figure it out.

We’re looking for someone who is Hungry, Humble, and Smart—someone who takes ownership, stays curious, communicates clearly, and brings a positive, can-do attitude to the team every day.

And just as importantly, we’re looking for someone who can help make the team better.

What You’ll Do

You’ll help remove technology barriers so our employees can focus on creating, connecting, and serving others. You’ll support employees across our worldwide corporate offices while helping make technology approachable, reliable, and easy to use.

Your days may include:

• Live the Stampin’ Up! values: We care about people first, we act with courage, we better our best, and we own it. You’ll bring those values to every interaction—with employees, teammates, leaders, and partners.
• Be the technology problem-solver. Manage, troubleshoot, install, repair, order, update, image, track, decommission, and physically move computers, printers, and other hardware.
• Be the human behind the help desk. Manage our desktop support ticketing system by assigning, facilitating, escalating, and resolving employee tickets and phone calls. You’ll follow issues through to resolution rather than simply passing them along.
• Keep people in the loop. When an issue can’t be resolved immediately, you’ll communicate proactively, set expectations, and make sure employees know what’s happening.
• Balance the urgent with the important. You’ll prioritize requests based on urgency, business impact, and available resources while managing a fluctuating workload.
• Investigate the unknown. Not every problem will come with an obvious answer. You’ll research, troubleshoot, test solutions, document what you learn, and know when it’s time to escalate.
• Build knowledge that lasts. Continually create, update, and improve process documentation and knowledge base articles so the team—and our employees—can benefit from what you learn.
• Support our technology ecosystem. Administer user accounts and software, including Active Directory, file permissions, Microsoft Exchange, Microsoft 365 licensing, McAfee Antivirus, and Cisco VPN.
• Help keep our people secure. Provide basic training and guidance around corporate security practices and policies while following established access-control and security procedures.
• Keep meetings moving. Control and support audio/video technology and meeting room equipment.
• Support our global team. Provide technology support to onsite and remote employees and participate in an on-call rotation for after-hours support, including weekends.
• Make the team better. Reinforce a strong work ethic, contribute positively to team culture, share knowledge, and help create a reputation for IT as a dependable, approachable partner throughout the company.
• Own your growth. Create quarterly goals, complete self-managed quarterly projects, and take on additional responsibilities as business needs evolve.

What Makes This Role Different

We’ll be honest: this isn’t a role where every day comes with a tidy checklist.

Some days, you’ll move quickly through routine requests. Other days, you may be balancing a backed-up queue, an urgent business issue, a frustrated employee, and a problem you’ve never seen before—all at the same time.

You’ll need to be comfortable saying, “I don’t know yet, but I’ll find out.”

You’ll need the patience to translate technical solutions into clear, approachable guidance. You’ll need the judgment to know when something is a minor inconvenience versus a business-critical issue. And when things get busy, you’ll need to stay composed, prioritize thoughtfully, and keep moving forward.

Most importantly, you’ll need to understand that people are at the heart of everything we do—including how we provide technology support to our employees

We’re not looking for someone who simply closes tickets.

We’re looking for someone who builds trust.

Requirements

What You Bring

Technical Know-How

• Two years of college or equivalent work experience.
• Certifications such as A+, Security+, Network+, and/or MCP are desirable.
• Working knowledge of basic computer hardware and networking fundamentals, including Windows, macOS, iOS, Android, IPv4, and VLAN.
• The ability and willingness to research a wide range of computing issues and develop solutions.
• The ability to troubleshoot hardware, software, networking, account, and access-related issues.

The Human Side of IT

Technical skills matter. But the way you use them matters just as much.

We’re looking for someone who is:

• Hungry. You’re curious, motivated, and always looking for ways to better your best. You don’t wait around for someone else to solve the problem.
• Humble. You know you don’t have all the answers—and you’re completely comfortable saying, “Let me find out.” You listen, learn, ask questions, and give credit to others.
• Smart. You think critically, connect the dots, research effectively, and approach problems logically.
• Customer-focused. You have a natural service instinct and can remain patient, kind, and clear when someone is frustrated or doesn’t speak “IT.”
• A communicator. You provide proactive updates, explain technical issues in plain language, document tickets thoroughly, and communicate professionally at every level.
• An owner. You follow through. If you touch a ticket, you care about how it ends. If something you changed creates a problem, you own it and help make it right.
• A prioritizer. You can distinguish between a minor issue and an urgent business need—and act accordingly.
• A problem-solver. You’re logical, curious, resourceful, and comfortable investigating unfamiliar issues.
• Calm under pressure. A backed-up queue or frustrated employee doesn’t derail you. You stay level-headed without becoming passive.
• Coach-able and growth-minded. We value strong fundamentals, curiosity, and a willingness to grow over someone who knows everything today but stops learning tomorrow.
• A team player. You enjoy collaborating, sharing knowledge, contributing to a positive team environment, and helping those around you succeed.
• Detail-oriented and self-directed. You can manage your time, stay organized, and keep commitments without needing someone to constantly check in.

A Few More Things to Know

• This position requires on-call availability, including weekends, as part of a rotating schedule.
• This role supports both onsite and remote employees.
• You’ll be trusted with systems, information, and access that require careful attention to security and established procedures.

Why Stampin’ Up!?

We believe technology should help people—not get in their way.

Our IT team plays an important role in supporting the people and technology that bring creative experiences to life. We work alongside people who are passionate about creating, connecting, and making a difference, and we want our technology experiences to reflect that same spirit.

Here, you’ll have the opportunity to deliver helpful, human-centered support to a global creative community, build connections through great service and thoughtful solutions, and empower employees with the tools and support they need to make a difference.

And yes, there are some pretty fun perks along the way.

The Perks

• A wicked-awesome benefits package — Go ahead. Compare. We think you’ll like what you see.
• Friday dress code every day of the week — Dust off those jeans. You’re welcome here.
• Extreme crafting experiences — Totally optional. But seriously…give it a try.
• Paid personal time off...like, a lot of it — Because work/life balance should actually mean something.
• Tuition assistance — Because we believe in bettering your best.
• 401(k) programs with a company match — Baby, that’s what we like to hear.
• A culture where people matter — Because people are at the heart of everything we do.

Ready to Make a Difference?

If you’re someone who can solve a technical problem and make the person on the other side of the problem feel taken care of, we want to hear from you.

If you’re curious enough to investigate the unfamiliar, humble enough to keep learning, hungry enough to make things better, and passionate about helping people do their best work—we might just be a great match.

Come help us remove technology barriers, build connections, and make work a little easier for the people behind the creativity.

Let’s create something great together.