Job Description
Job Description
Description :
Position summary : The Help Desk Associate is the first level of response and support for our
stores and end-users. The position is responsible for answering, collaborating commenting,
troubleshooting, and providing resolution to first level information technology, facilities
inquiries, and support tickets.
General Purpose : To provide our customers with total satisfaction. To serve our community
through volunteerism and produce a return on assets which will assure the future prosperity of
our employees and our company. To be an ambassador of our “Living Brand” by building
relationships with our customers.
Role Qualifications :
- Associate Degree in Computer Science, Facilities Management or the equivalent combination of experience and education.
- Dependable transportation
- Able to travel daily between required Family Express locations or other non-Family Express locations when necessary
Position Responsibilities :
Prompt response to requests for support and assistanceDiagnose and resolve information technology hardware and software issuesDiagnose and resolve facilities’ assets and equipment issuesResearch questions using available information resourcesAdvise user on appropriate actionFollow standard help desk proceduresLog all help desk interactionsAdminister help desk softwareRedirect problems to appropriate resourceIdentify and escalate situations requiring urgent attentionAble to identify and organize tickets according to priorityTrack and route problems and requests and document resolutionsPrepare activity reportsStay current with system information, changes and updatesBuilds RelationshipsPromotes Living BrandServes as Product Brand AdvocateAdheres to company approved accounting proceduresPromotes and is an advocate for “Safety”Promotes Company mission statementFosters Company CultureSeeks, promotes, and implements “Best Practices”Requirements :
Essential Skills and Experience :
Strong conviction to assist othersCustomer service orientedStrong stress toleranceSituational awarenessStrong analytical and reasoning skillsAbility to work independentlyAbility to ensure issues are resolved the first timeTime management and the ability to organize and manage multiple priorities with sense of urgencyExcellent interpersonal and highly effective communication skillsHigh performance team building and strong team playerCommitment to company mission and valuesIntermediate mathematical skillsConstructively deals with conflictAdaptability, flexibility and receptive to changeEffective decision making based on sound judgment and reasoningKnowledgeable and proficient on Microsoft Office products and softwareNonessential Skills and Experience :
Associates Degree in Computer Science, Facilities Management or the equivalent combination of experience and educationPrevious retail experience. Preferably convenience storesReporting To This Position : No direct reports
Physical demands and work environment :
Physical Demands : While performing the duties of this job, the associate is required to stand for prolong periods; work longer than eight (8) hour shifts, reach climb, balance, stoop, kneel, crouch; talk or hear; smell. The employee must occasionally lift and / or move up to 50 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.Work Environment : Must have flexibility to work all shifts, all days of the week, when necessary. Ability to tolerate extreme temperatures for a minimum of 30 minute intervals. Exposure to dirt, dust and cleaning solvents.
