Tech - Help Desk

JOB SUMMARY

Responsible for Providing support to end users on a variety of issues. Identify, research, and resolve technical problems.  Respond to telephone calls, email and requests for technical support. Document, tracks, and monitor the problem to ensure a timely resolution. Understand and comply with field concepts, practices, and procedures.  A wide degree of creativity and analytical ability is expected.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide first-line response to enable callers to solve their problems; or forward details to second line support or advise third party suppliers.  Maintain accurate IT-related log entries of contact with resolution details and follow up information
• Ensure adherence, following IT procedures and quality standards to escalation procedures; Respond to escalated, complex and high impact user calls in a timely fashion
• Undertake site visits to resolve persistent or high impact problems
• Establish and maintains change control procedures for the Support Team; Ensure appropriate controls are incorporated into the routine workflow procedures
• Following agreed procedures, maintain and report up to date and accurate inventory information on company assets and ensure that the equipment register on the Help Desk software is up to date
• Following agreed procedures and quality standards, notify users of disruptions to normal service delivery
• Assist in the co-ordination of the movement of equipment devices and assists colleagues in the provision of services
• Validate invoices received from vendors and invoice franchisee for Corporate-provided services and parts
• May perform other duties and responsibilities as assigned

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

• Typically reports to Management.  Direct supervisor job title(s) typically include: Sup - Help Desk
• Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)

JOB QUALIFICATIONS: Essential Skills, Abilities and Example Behavior(s)

• BE PROFESSIONAL: Able to project a positive, professional image with both internal and external business contacts; Able to create a positive first impression; Able to gain respect and trust of others through personal image and demeanor
• SOLVE PROBLEMS: Able to apply both rational and creative processes and approaches to identify root causes of problems and solutions
• DELIVER QUALITY RESULTS: Able to deliver top quality service to all customers (internal and external); Able to ensure all details are covered and adhere to company policies; Able to strive to do things right the first time; Able to meet agreed-upon commitments or advises customer when deadlines are jeopardized; Able to define high standards for quality and evaluate products, services, and own performance against those standards
• COLLABORATE: Able to act as part of a larger team outside of the immediate department or group; Able to understand the importance of working with peers in other areas or management to reach "best practice" solutions for the organization; Able to inform and seek information to anticipate and consider the impact of decisions or actions on the overall organization
• TAKE INITIATIVE: Able to exhibit tendencies to be self-starting and not wait for signals; Able to be proactive and demonstrate readiness and ability to initiate action; Able to take action beyond what is required and volunteers to take on new assignments; Able to complete assignments independently without constant supervision
• SPEAK COMPETENTLY: Able to speak clearly and concisely; Able to use appropriate vocabulary for the audience; Able to get point across unambiguously and check for understanding
• WRITE PROFICIENTLY: Able to convey information clearly and effectively through both formal and informal documents; Able to write in a well-organized and concise, yet complete, format; Able to use vocabulary appropriate for the audience; Able to constructively review and edit the written work of others
• DELIVER EXCEPTIONAL CUSTOMER SERVICE: Able to demonstrate sensitivity to customer needs (both internal and external) and proactively address customer needs; Able to make customer satisfaction a high priority
• ORGANIZE: Able to assemble appropriate resources (people, funding, material, support) to get things done; Able to manage multiple activities simultaneously to accomplish goals; Able to schedule and coordinate work of others; Able to establish efficient work procedures to meet objectives; Able to form the right structures and teams to enhance productivity
• PLAN: Able to develop short- and long-term operational and / or financial plans that are appropriately comprehensive, realistic, and effective in achieving goals; Able to anticipate obstacles and define alternate strategies; Able to integrate planning efforts across work units
• ADVANCED COMPUTER USER: Able to use required software applications to produce correspondence, reports, presentations,  electronic communication, and complex spreadsheets including   formulas and macros and/or databases. Able to operate  general office equipment including company telephone system

JOB QUALIFICATIONS: Education & Experience Requirements

• Associate’s Degree in a related area or 0-2 years of related experience
• Possess math skills sufficient to perform required duties
• Or an equivalent combination of education, training or experience

PHYSICAL REQUIREMENTS

• Ability to sit at a desk and use a computer for up to 8 hours a day; Ability to use hands and fingers to type on a keyboard and use a mouse to navigate; Vision sufficient to view small details on a computer monitor
• Ability to stand and walk up to 8 hours a day; ability to stoop, bend and lift boxes weighing up to 50 lbs.
• Ability to hear and verbally communicate using a telephone handset and/or connected headset device

WORKING CONDITIONS

• Regular business hours.  Some additional hours may be required.
• Travel requirements:  Negligible
• Climate-controlled office environment during normal business hours.
• Regular attendance and punctuality required
• May be subject to  pre-employment criminal background check and/or drug screening as well as random drug screenings in accordance with company policy

DISCLAIMER 

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job.  

Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.

It is essential for us to work in an atmosphere of friendly cooperation; it is your responsibility to:

• Ask your direct supervisor for an explanation of anything you do not understand.
• Attend Orientation class and any required training sessions.
• Read your job description and Associate Handbook; sign the required acknowledgement documents and return to HR.
• Ask any questions about these items as well as any information given to you at meetings and through individual or group instructions, which will assist your understanding of this position.