What are the responsibilities and job description for the Help Desk Specialist position at Hirschbach?
The Help Desk Specialist is tasked with delivering technical support and assistance to both internal and external customers at Hirschbach! This role includes diagnosing and resolving technical problems, offering guidance on hardware and software usage, and ensuring the seamless functioning of the company's IT infrastructure. Serving as the initial point of contact for all I-related inquiries, the Help Desk Specialist is essential for maintaining the company's productivity and operational efficiency.
Technical Support
What you will be doing:
Founded in 1935, Hirschbach Motor Lines has built a sterling reputation for delivering time and temperature-sensitive freight across 48 states. Today, the organization generates $1 billion in revenue and has become the 2nd largest refrigerated carrier in North America with company headquarters in Dubuque, Iowa. Hirschbach strives to provide the highest level of service in the industry, offering a breadth of services including Dedicated, Over the Road, Expedited, Entertainment, and Logistics Solutions.
With a tenured history and vision for the future, our company culture drives us to be the best in the business, grounded in our All In To Win values. One key to trust is having a pool of talent and resources who are exceptionally competent, capable, and passionate for serving results to our customers.
Technical Support
What you will be doing:
- Provide first-line support for all technical issues via phone, email, and in-person.
- Diagnose and resolve hardware, software, and network issues.
- Escalate complex problems to higher-level IT support staff as necessary.
- Log all incidents and service requests in the helpdesk ticketing system.
- Monitor and update ticket statuses to ensure timely resolution.
- Follow up with users to confirm satisfaction and problem resolution.
- Conduct routine system checks and maintenance tasks.
- Monitor system performance and identify potential issues.
- Assist in deploying new hardware and software.
- Provide training and guidance to users on IT systems and software.
- Create and maintain user guides and documentation.
- Collaborate with IT team members to resolve complex issues.
- Communicate effectively with internal customers to understand and address their needs.
- Participate in team meetings and contribute to continuous improvement initiatives.
- Track and manage IT assets, including hardware and software inventories.
- Ensure proper documentation of IT assets and update records as needed.
- Assist with the procurement and disposal of IT equipment.
- Adhere to company IT security policies and procedures.
- Assist in implementing and maintaining security measures.
- Ensure compliance with relevant regulations and standards.
- Proficiency in troubleshooting hardware, software, and network issues.
- Experience with operating systems (Windows, MacOS, Linux) and common office software.
- Familiarity with help desk ticketing systems and remote support tools.
- Ability to process information with high levels of accuracy and energy.
- Ability to multi-task and prioritize workload.
- Computer proficiency and ability to navigate between multiple programs.
- Demonstrates an "All In to Win" attitude and displays self-motivation and a strong desire to learn within an unpredictable and demanding environment.
- Opportunities to earn bonus incentives!
- Full comprehensive benefits plan, includes medical, dental, vision, company paid disability and life insurance, and more voluntary elections!
- 120 hours of PTO on your first day!
- 401(K)
Founded in 1935, Hirschbach Motor Lines has built a sterling reputation for delivering time and temperature-sensitive freight across 48 states. Today, the organization generates $1 billion in revenue and has become the 2nd largest refrigerated carrier in North America with company headquarters in Dubuque, Iowa. Hirschbach strives to provide the highest level of service in the industry, offering a breadth of services including Dedicated, Over the Road, Expedited, Entertainment, and Logistics Solutions.
With a tenured history and vision for the future, our company culture drives us to be the best in the business, grounded in our All In To Win values. One key to trust is having a pool of talent and resources who are exceptionally competent, capable, and passionate for serving results to our customers.
