What are the responsibilities and job description for the IT Service Desk Support I (938) position at ABC® Supply Co. Inc.?
ABC Supply is North America’s largest wholesale distributor of exterior and interior building products.
ABC Supply is proud to be an employee-first company. In fact, we have won the Gallup Great Workplace Award every year since its inception in 2007, and Glassdoor has named us one of the best places to work in the country. Be part of a company that recognizes your talents, rewards your efforts, and helps you reach your full potential. At ABC Supply, we have YOUR future covered.
Summary:
The IT Service Desk Support I role has the responsibility to support a wide range of technical support and consulting to our Associates. The IT Service Desk Support I associate serves as the front line technical system support and acts as a focal point for all problems with hardware and basic software applications.
The IT Service Desk Support I role provides expert technical consulting, advising, and system services in support of ABC Supply’s Point of Sale systems, Microsoft and Apple systems, telecommunications, network access, Microsoft Active Directory Services, email, and mobile technology.
The IT Service Desk Support I role will resolve problems, monitor activity in correcting problems related to software, hardware and networking to ensure satisfactory results.
Essential Duties and Responsibilities:
- Act upon inbound phone calls or emails from end users with technical support issues and/or questions.
- Document individual issues and resolutions, and propose solutions for wide spread use in an internal knowledgebase or self-serve portal.
- Work with other team members to resolve issues, either assigned to them or to other team members needing assistance.
- Follow previously defined scripts to guide users towards issue resolution. Update the scripts as relevant.
- Interact with outside vendors to resolve network outages and coordinate resolution.
- Interact with other departments when issue resolution needs to be escalated to Level 2 and beyond.
Professional Skills:
- Strong multi-tasking skills.
- Excellent oral (phone) communication skills.
- Ability to work well with other team members.
Qualifications:
- Education: Earned or in-progress IT related degree and/or certification.
- Professional Experience: 1-2 years of IT support experience.
- Such alternatives to the above qualifications as the Company, in its discretion, may find appropriate and acceptable
- Bi-lingual (English/Spanish) ability preferred.
Benefits may include:
- Health, dental, and vision coverage - eligible after 60 days, low out of pocket
- 401(k) with generous company match - eligible after 60 days, immediately vested
- Employer paid employee assistance program
- Employer paid short term and long-term disability
- Employer paid life insurance
- Flex spending
- Paid vacation
- Paid sick days
- Paid holidays
Equal Opportunity Employer / Drug Free Workplace
ABC Supply values diversity and we actively encourage women, minorities, and veterans to apply.
