The Help Desk Specialist Lvl 1 will be a member of the 84 Lumber THQ Help Desk team, providing procedural and First Level technical support to THQ, Store and Plant associates for all 84 Lumber Standard Technologies. As a member of the Help Desk team, the successful candidate will own all customer issues and provide world class customer service through the first call resolution or escalation of reported incidents to the appropriate Level 2 or 3 teams.
Receive and accurately log all support requests in a timely manner using the 84 Lumber Incident Management tools.
Respond to, identify, and resolve known issues leveraging both general IT knowledge and 84 Lumber knowledge assets.
Perform First Level support tasks including, but not limited to, cable connections and power validation, restarting services on Unix and Windows based platforms, password resets and resolving issues documented in the 84 Lumber IT Knowledge System.
Partner with Level 3 IT associates to help troubleshoot more complex incidents.
Perform post-resolution follow-up to ensure reported incidents have been successfully resolved.
Monitor, acknowledge and resolve pro-active failure alerts through Solarwinds and similar monitoring tools.
Assist in training customers to avoid recurring issues.
Engage 3rd party support partners as required.
Configure ship and receive store technology equipment as required including register scanners, RF scanners and various components to stores.
Track and update inventory information as equipment is shipped and received.Keep track of corporate inventories and order equipment as necessary.
Independent and structured continuous learning to maintain a level of technical competency and business awareness to provide superior customer support services as new technologies are implemented.
All other duties as assigned.
Bachelor's Degree (Business Administration, Computer Science or related field) or equivalent experience.
5+ years of experience with Microsoft Office Suite products including Outlook, HP Server, Laptop and Desktop hardware, ServiceNOW, Active Directory, Windows XP-10, Windows Server 2012, remote control technologies such as Microsoft Remote Desktop, HP VMS, Terminal Emulation programs, SCO Unix, Aruba wired and wireless networks and Avaya PBX/IP Telephony.
Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of action.
Relentless dedication to customer service in both words and actions.
Works with minimum supervision, proactively follows up on outstanding issues/tickets.
Ability to handle multiple tasks with changing priorities and capable to handle frequent interruptions positively.
Strong analytical, prioritizing, interpersonal, problem-solving skillls.
Strong verbal and written communication skills.
Demonstrated collaborative skills and ability to work well within a team.
Ability to work in a fast-paced and deadline-oriented environment.
Self-motivated with critical attention to detail, deadlines and reporting.
Prior experience with retail store operations and technologies preferred.
HDI and/or ITIL certification preferred.