Description

DISCLAIMER:

Please note, if you are selected to have an interview with Thermacell, you will receive an email from our applicant tracking system Paylocity (reply-to-sender@mail.paylocity.com) or an email from a Thermacell.net domain. Be aware of phishing emails/text messages. Thermacell will never text or Skype you about your candidacy or personal confidential information. If you are unsure, please contact careers@thermacell.net.

The Company

Thermacell Repellents, Inc. is a privately held company with a mission to liberate people who love the outdoors from the harmful effects of insects. Founded in 1999 and based outside of Boston in Bedford, Massachusetts, Thermacell makes the world’s leading zone mosquito repellent protecting people and pets up to 20ft in outdoor spaces without sprays, scents, or chemicals on your skin.

Dedicated to delivering the best consumer experience, we have an ever-expanding product line for both adventure and home use. We aim to change the way people repel insects, through our award-winning science backed products, disruptive innovation, and expanding distribution across multiple retail & e-comm channels in over 30 countries across the globe.

Thermacell currently employs 125+ full time employees at our 4 locations: Bedford Massachusetts (Corporate HQ), Buford Georgia (Manufacturing & Distribution), and Hampton Florida (Science & Research Center).

Role Purpose

Thermacell is seeking a versatile and ambitious Technical Support Specialist to join our IT team. This is a dynamic role that requires proven support skills, and also curiosity and the ability and desire to learn systems and applications that support the business and create and execute support plans. The support specialist will work within our Infrastructure team to support our Bedford corporate headquarters, to include laptops and end user support, conference room AV equipment, and other infrastructure areas as identified. In addition, the support specialist will provide technical expertise for evolving areas in the IT organization, including business applications and Cloud technology.

The Technical Support Specialist will report to the IT Supervisor and will work closely with the VP, Global Technology.

STATUS: Exempt

WORKING HOURS: Typically, between 8-5pm M-F (open to some flexibility)

WORK LOCATION: Corporate Office - 32 Crosby Dr Bedford MA 01730

Technical Support

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Support and resolve issues with end user laptops and related equipment, other infrastructure areas as needs arise.
Troubleshoot and support conference room AV equipment.
Build new and/or rebuild existing computers, install software as needed.

Business Application Support

Assist in the technical support and maintenance of business applications and tools.
Learn and document end-to-end process and/or data flows.
Learn application configurations and capabilities and identify opportunities for improvement.
Contribute to and help maintain department support documentation.

Cloud Technologies

Provide infrastructure support for AWS and related Cloud technologies.

Customer Service

Respond to emergency / non-emergency requests. Resolve technical support tickets in a timely manner.
Provide excellent customer service and ensure user satisfaction.
Assist in the technology onboarding of new hires – including acclimation to technology tools

The Ideal Candidate

Client support experience from entry level to Executive Leadership Team
Commitment to learning & continuous improvement
Lives our core values of Drive, Ownership, Integrity, Teamwork and Evolution
Authentic and personable, humble, smart
Relentless work ethic juiced by results, not titles or activities
Highly resourceful. Hands-on and practical
Chooses curiosity and a commitment to learning over being right
Radically candid – always with positive intention
Motivated by challenge, resilient in the face of setbacks or adversity
Able to critically think and navigate within a variety of ambiguous situations
Even keeled energy, brings calm to chaos, low drama
Make impeccable agreements, delivers end to end results with excellence
Unquenchable thirst for learning and self-improvement
Effective communicator meeting people where they are
Manages multiple, complex, and competing priorities

Compensation

Compensation for this position will include a competitive base salary and an Annual Target Bonus program-details proved separately. Benefits for this position will consist of vacation benefits at a competitive level & 10 paid company holidays. Additionally, a company shut-down period is offered for one week between Christmas and New Year’s Day.

We are proud to offer a competitive & valuable benefits package that enables you to protect your health, your family, and your way of life. It includes best-in-class medical & dental insurance where Thermacell pays for 82.5% of the premiums; Thermacell also pays for the first half of your medical deductible through our Health Reimbursement Account. Long & Short-term Disability & Group Term Life insurance (one-time base salary plus bonus up to max) is also available at no cost to you. Forty hours of sick time is also available on your first day of employment.

Additionally, you will have access to a variety of additional benefits such as vision, supplemental life, critical illness, Medical FSA (Flexible Spending Account), Dependent Care FSA, accident, SecureSave savings account, EAP (Employee Assistance Program), product benefit, wellness benefit, and pet insurance for your furry family members! You can find all the details and additional discounts in our benefits guide.

You may start contributing to our 401k after completing 30 days of service (enrolling on the first of the following month). You will be eligible for the employer match up to 4% (base salary + overtime wages - subject to the IRS (Internal Revenue Service) legal limit) after completing one year of service.

WHY WORK HERE?

We are proud of our company culture – it’s the fuel behind our dynamic and buzzing community! Our people are authentic, competitive and compassionate. It’s truly a unique formula for success.

We believe in the virtuous cycle of thriving employees fueling a thriving business. We believe in growing great leaders and helping people to unleash their full human potential. We believe in creating a frictionless organization where clarity and empowerment to do the work that matters as fast as possible. We believe in making impeccable agreements and relentlessly tracking exceptional results and celebrating achievements together! We believe in creating inspiring impact everywhere we can in support of our mission where everyone can be a force multiplier.

Our Core Values

Drive – An optimistic can-do spirit, a passion to delight our consumer, a belief in the importance of determination and the freedom to make a difference.
Ownership – We are empowered to take accountability for our contributions and desire to do the highest quality work with responsible urgency to drive business results.
Integrity – We will always do the right thing guided by truth and sincerity. We exercise constructive candor and have the willingness to challenge and be challenged in all interactions.
Teamwork – The belief that we is greater than me, and with collective brainpower we are better together. We are a community of compassionate support and collective success. We win as one and play hard in celebration together.
Evolution – We are committed to continuous improvement, always learning, growing, and adapting to constant change. We seek progress over perfection.

Our Commitment

Thermacell is committed to preserving a culture of diversity, inclusion, and belonging. The collective sum of our individual differences, knowledge, life experiences, and unique talents represents a significant part of our culture and is the foundation for our accomplishments and impact. We strive to create a supportive community where we all can show up as our authentic selves and are confident and comfortable to be genuine with our teammates in our day-to-day work environment. We are proud to be an equal-opportunity employer. We do not discriminate on the basis of race, color, religion, citizenship, national origin, sex (including pregnancy), sexual orientation, gender identity or expression, age, physical or mental disability, veteran status, marital status, genetic information, or any other characteristic protected by state, federal or local law.

Our Awards

Popular Mechanics - Grand Award Winner - Recreation - Best of What's New 2018 New York Times Wirecutter - The Best Mosquito Control Gear for Your Patio or Yard Outside Magazine - Best Car Camping Gear 2018 Backpacker Magazine - Best Backpacking Accessory 2019 Field & Stream “Best of the Best” Award - Good Housekeeping Research Institute #1 Tabletop Mosquito Repellent – LIV Smart Mosquito Repellent System - CES TWICE Awards 2022-2021 - Canadian Tire Digital Excellence Award – CES New Tech Award – IDEA Good Design Award – Good Housekeeping Home Products Award - This Old House Editor’s Choice – Time Magazine Best Inventions 2022, Outside Gear Guide Editor’s Choice 2022, NYT Wirecutter pick for “The Best Mosquito Control Gear for your Patio or Yard” 2023, 2023 Canadian Tire Digital Excellence Award Winner-Seasonal & Gardening division, CNN Underscored Editor’s Pick 2024

Requirements

SKILLS/KNOWLEDGE/EXPERIENCE REQUIRED:

2+ years of experience providing hands-on support of hardware, AV equipment, and/or aspects of business applications.
Exposure to support in Windows environments and platforms and tools such as AzureAD, Sophos, O365, Microsoft Teams, Dropbox, OneDrive, SharePoint.
Experience working with ticketing systems and managing and prioritizing issues and requests.
Experience supporting Cloud infrastructure such as AWS is preferred.
Experience with DNS and domain registration management is a plus.
Exposure to tools such as SPS Commerce or similar tools is a plus.
Strong troubleshooting and problem-solving skills.
Excellent communication and interpersonal skills.
Ability to work independently and as part of a team.
Versatility and willingness to learn new technologies.

Thermacell Repellents, Inc.

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