Help Desk Technician I

Benefits:* Fuel Your Growth with Love's - company funded tuition assistance program * Paid Time Off * Flexible Scheduling * 401(k) – 100% Match up to 5% * Medical/Dental/Vision Insurance after 30 days * Competitive Pay * Career Development * Hiring Immediately

BASIC PURPOSE: The primary purpose of the Help Desk Technician – Tier I is to provide front-line for the Love’s Support Center. The Help Desk Technician – Tier I’s job is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools.

MAJOR RESPONSIBILITIES:

• Identify, diagnose, and resolve computer related issues for corporate and store employees, providing frontline service for all incoming requests.
• Field necessary requests to the Support Center via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.
• Evaluate documented resolutions and analyze trends for ways to prevent future problems; alerting Help Desk Tech II’s when potential trends in incidents arise.
• Record, track and document the Support Center request problem-solving process, including all successful and unsuccessful attempts made, actions taken, through to final resolution.
• Assist in software releases and roll-outs according to Change Management best practices.
• Troubleshoot issues utilizing the following tools; software updates, drivers, knowledge based documents, FAQ resources on the Internet/Intranet, and diagnostic tools.
• Reinforce SLAs to manage end-user expectations.
• Other duties assigned as needed.

EDUCATION AND EXPERIENCE:

• Education:
  • HS Diploma or equivalent required
  • College diploma or university degree in the field of computer science and/or three years equivalent work experience preferred.
• Experience:
  • Knowledge of basic computer hardware and peripherals.
  • Experience with desktop operating systems, including Windows.

SKILLS AND PHYSICAL DEMANDS:

• Skills:
  • Hard Skills: Knowledge of both Windows OS and Apple IoS. Knowledge of Microsoft Office as well as  basic computer hardware and peripherals.
  • Soft Skills: Exceptional written and oral communication, exceptional interpersonal skills, with a focus on rapport-building. In addition, a successful candidate will also have outstanding listening, questioning, and problem solving skills, keen attention to detail, and a team player.

• Typical Physical Demands:
  • Requires prolonged sitting, some bending and stooping.
  • Occasional lifting up to 40 pounds.
  • Manual dexterity sufficient to operate a computer keyboard, mouse and other computer components.
  • Requires normal range of hearing and vision