Summary
The IT Help Desk Support position serves as the first point of contact for technical support for both external customers and internal employees at SAS, providing Level 1 support by phone, E-mail, desk-side, and remote support tools. The Agent resolves common, well-documented issues, performs routine end-user device and software support, and escalates problems as necessary to higher levels. This position has a strong focus on responsive customer service, accurate ticket documentation, and timely escalation.
Essential Functions
- Assisting in providing Level I Support via phone, e-mail, desk-side, and remote desktop.
- Escalate problems (when required) to the higher-level tier groups as required or to the Technical Services Manager
- Use help desk solution to record, track and document the service desk requests.
- Access to software updates, drivers, knowledge bases, and FAQ resources to aid resolution of issues
- Perform preventative maintenance on hardware
- New user account creation (Active Directory, Office 365, FTP, Phone System, and within SAS applications).
- Microsoft Active Directory support and maintenance.
Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are Monday through Friday, 8:00 am to 5:00 pm. Hours listed are general hours and may be altered as needed. Additional hours may be required to fulfill job duties and position expectations.
Preferred Education and Experience
- Associate degree, Bachelors preferred, in computer related field. Or a combination of experience and industry certifications acceptable.
- Experience working with and defining service desk best practices.
- Experience managing and maintaining Windows desktops, laptops, smartphones, handheld ordering devices (ZiiZii preferred), web portals and networking equipment
S. Abraham & Sons, Inc. is a privately held company that has been in business since 1927. We have a footprint in the Midwest from Michigan to Tennessee and from Wisconsin to Pennsylvania. We employ over 150 associates in our Greenfield warehouse and we carry over 13,000 items. These items are picked and packed and then delivered by our drivers to more than 3,000 customers weekly.
- Childcare reimbursement
- Gym membership reimbursement
- Tuition reimbursement (up to $250/credit hour)
- Veteran friendly employer
- Consistent work
- Paid holidays, paid military leave, paid jury duty
- Full benefit package; affordable health, dental, and vision insurance, 401(k) match, Paid Time Off, company paid short-term disability & life insurance, and Telemedicine options.
- Wellness Program
- Discounts on groceries and other products (Employee Purchase Program)
Equal Employment Policy
The Company's hiring and employment practices are based on job qualifications, performance, and/or conduct without regard to race, color, religion, national origin, age, sex, marital status, height, weight, disability, genetic information, or any other legally protected status.
Job Type: Full-time
Pay: $35,000.00 - $40,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Retirement plan
- Tuition reimbursement
- Vision insurance
Compensation Package:
- Holiday pay
- Profit sharing
Education:
Experience:
- Help desk: 1 year (Preferred)
- Customer service: 1 year (Preferred)
Work Location: In person
