SUMMARY The IT NSC Technical Support associate is a Level 1 support has the responsibility to support a wide range of technical support and consulting to our Associates. The IT NSC Technical Support 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 NSC Technical Support associate 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 NSC Technical Support associate 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. PHYSICAL DEMANDS/WORK ENVIRONMENT/TRAVEL REQUIREMENTS Physical demands: While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, and hear; the employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus. Work environment: While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time. The noise level in the work environment is usually moderate. Travel required: as required. Benefits may include: Health, dental, and vision coverage Employer paid life insurance 401(k) with generous company match Flex spending Paid time off Paid holidays Equal Opportunity Employer / Drug Free Workplace This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor, subject to reasonable accommodations. Nothing in this job description creates a contract of employment in any way for any person. All employees hired by ABC Supply Co., Inc. are employees at will and the Company reserves the right to terminate employees at any time for any reason or no reason at all ABC Supply Co., Inc. is the largest wholesale distributor of roofing in the United States and one of the nation's largest distributors of siding, windows and other select exterior and interior building products, tools and related supplies. Since our start in 1982, we've grown to become a national organization with more than 800 branches and other facilities in 49 states. Our success is the result of an unwavering focus on a single, simple guiding principle - treat contractors (large and small) with respect and give them the products and services they need to build their businesses. We offer high quality products, superior service and competitive pricing, ensuring the contractors have the products they need - when and where they need them.