Description/Job SummaryThe Help Desk Specialist will be a member of the 84 Lumber THQ Help Desk team, providing procedural and First Level technical support to THQ, Store and Plant associates for all 84 Lumber Standard Technologies.
As a member of the L1 Support Team, the successful candidate will own all customer issues and provide world class customer service through the first call resolution or escalation of reported incidents to the appropriate Level 2 or 3 teams.Responsibilities/DutiesReceive and accurately log all support requests in a timely manner using the 84 Lumber Incident Management toolsRespond to, identify, and resolve known issues leveraging both general IT knowledge and 84 Lumber knowledge assets.Perform First Level support tasks including, but not limited to, cable connections and power validation, restarting services on Unix and Windows based platforms, password resets and resolving issues documented in the 84 Lumber IT Knowledge SystemPartner with Level 2 & 3 IT Teams as appropriate to help troubleshoot more complex incidentsPerform post-resolution follow-up to ensure reported incidents have been successfully resolved.
Monitor, acknowledge and resolve pro-active failure alerts through SolarWinds and similar monitoring tools.
Assist in training customers to avoid recurring issuesEngage 3rd party support partners as required.
Independent and structured continuous learning to maintain a level of technical competency and business awareness to provide superior customer support services as new technologies are implementedAll other duties as assignedRequired QualificationsBachelor’s Degree (Business Administration, Computer Science or related field) or equivalent experience1
– 3 years of experience with Microsoft Office Suite products including Outlook, HP Server, Laptop and Desktop hardware, ServiceNOW, Active Directory, Windows XP-10, Windows Server 2012, remote control technologies such as Microsoft Remote Desktop, HP VMS, Terminal Emulation programs, SCO Unix, Aruba wired and wireless networks and Avaya PBX/IP Telephony Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and use this information to determine the most appropriate urgency and course of actionRelentless dedication to customer service in both words and actionsWorks with minimum supervision, proactively follows up on outstanding issues/ticketsAbility to handle multiple tasks with changing priorities and capable to handle frequent interruptions positivelyStrong analytical, prioritizing, interpersonal, problem-solving skillsStrong verbal and written communication skillsDemonstrated collaborative skills and ability to work well within a teamAbility to work in a fast-paced and deadline-oriented environmentSelf-motivated with critical attention to detail, deadlines and reportingPrior experience with retail store operations and technologies preferredHDI and/or ITIL certification preferred