Help Desk Analyst

US-GA-Thomasville
2 months ago
Job ID
2017-23611
Business Unit
Waterworks
Job Post Category
Information Technology
Remote Position?
No
Position Type
Full-Time

Company Overview

About Core & Main

 

Core & Main (www.coreandmain.com) is one of North America’s largest distributors of water, sewer, storm, fusible piping and fire protection infrastructure products that serves the needs of both contractors and municipalities in all aspects of the water, wastewater, clean water, landfill, energy, and fire protection industries. Core & Main operates more than 246 branches serving North America, the Caribbean and international markets. The company provides localized, customer-driven services including jobsite delivery, will call or direct-ship options, diversified logistics and innovative solutions that contribute to its customers' success.

Job Description & Qualifications

Job Summary

Ensure operational efficiency of all HD Supply locations by providing first point-of-contact support for all computing hardware, software, and Business Unit ERP applications.

 

Major Tasks, Responsibilities and Key Accountabilities

  • Responds to phone calls, email or web tickets; resolves issues and supports all existing computer systems.
  • Coordinates with support partners to ensure that problems are resolved promptly and effectively by accurately escalating incidents to correct next-level support when appropriate.
  • Utilizes an established ticketing system to maintain documentation and work history of open incidents throughout the ticket life cycle.
  • Troubleshoots printers, passwords, email, Standard Windows Applications, internet access, network connectivity issues, etc.
  • Assists with the steup of new PCs; provides assistance with data migration as needed.
  • Ensures the Help Desk maintains exceptional customer service by meeting or exceeding established service level agreements (SLAs).

  • Provides after hours on-call support based on an established rotating schedule.
  • Participates in QA and UAT testing. May provide training to user base on new or revised functionality.

Nature and Scope

  • Selects correct processes from clearly prescribed rules, past practices, or instruction. Seeks advice and guidance on non-routine or problem areas from supervisor. Deviations from the norm are cleared by the supervisor.
  • Under close supervision, exercises limited latitude/independent judgment. Work typically involves detailed checks or close review of output by a senior co-worker and/or supervisor.

Work Environment

  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
  • Typically requires overnight travel less than 10% of the time.

Minimum Qualifications

  • Must be eighteen years of age
  • Must pass the Drug Test
  • Must pass the Background Check
  • Must pass pre-employment tests if applicable

Education and Experience

  • HS Diploma or GED required. 0-2 years of experience in area of responsibility.

     

 

Preferred Qualifications & Job Specific Details

Preferred Qualifications

 

  • Associate's degree in technical discipline and/or technical certification; A+, MCP, and/or MCDST preferred.
  • Bachelor's degree preferred.
  • PC Repair, Microsoft Applications, and Networking experience.
  • Experience in a technical support role with increasing levels of responsibility preferred.
  • Demonstrated experience with standard software applications, including MS Windows Operating Systems, MS Office, etc.
  • Impeccable communication skills and professionalism.
  • Experience working in a large enterprise organization preferred.

 

*HD Supply is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at HD Supply via e-mail, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from HD Supply HR/Recruitment will be deemed the sole property of HD Supply. No fee will be paid in the event the candidate is hired by HD Supply as a result of the referral or through other means.*

HD Supply is an EEO/AA/Drug Free Workplace.

 

 

 

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