Job Details

Description

At American Solutions for Business, we pride ourselves on helping people live their American dream. As an employee-owned company we provide value to our stakeholders through entrepreneurial relationships and solutions.

Since 1981, we have grown to be one of the largest distributors in the industry, providing customers with print, branded merchandising, eCommerce solutions, fulfillment and more.

We are currently seeking a Help Desk Technician whose main responsibility is to maintain optimal computer functionality, enabling end users to efficiently carry out business activities.

This involves promptly addressing escalated end user support requests within agreed-upon service level agreements (SLAs).

Troubleshooting may entail utilizing diagnostic tools and help request tracking systems, and providing in-person, hands-on assistance at the desktop level when necessary.

This is a hybrid position, with the expectation of being on campus at least 2-3 days a week.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Alert management to emerging trends in incidents.
• Assisting in providing Level I Support when request volumes are high.
• Build rapport with service desk customers.
• Escalate problems (when required) to Level II and III technicians.
• Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet / Intranet to aid in problem resolution.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Install anti-virus software and ensure virus definitions are up-to-date.
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow ups with as required.
• Develop help sheets and FAQ lists for end users.
• Reinforce SLAs to manage end-user expectations.
• Coordinate the training of new helpdesk staff.
• Coordinate daily helpdesk coverage.
• Ensure that helpdesk processes are followed.
• Maintain helpdesk metrics.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and / or Experience

Required : Associate of Arts (AA) Degree, Associate of Science (AS) Degree, or Associate of Applied Science (AAS) Degree or equivalent from a two-year college or technical institution in a computer-related discipline;

minimum of one year experience; or equivalent combination of education and experience.

Preferred : Associate of Science Degree AAS (2-year) Degree with a major; minimum of one to three years’ experience; or equivalent combination of education and experience.

Technology and Competency Abilities

Working knowledge of a range of diagnostic utilities. In addition, working knowledge of the following programs is required :

• Office365
• Antivirus
• Windows 10
• Windows 11
• Active Directory

Demonstrated competency in the following areas :

• Reasoning ability
• Communication
• Customer service
• Complex problem solving
• Mentoring
• Collaboration
• Decision-making

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals or technical procedures. Ability to write reports, business correspondence, and procedure manuals.

Ability to speak effectively with vendors, customers, fellow employees, management, and Sales Associates of the organization.

Mathematical Skills

Ability to calculate figures and amounts such as discounts, interest, commissions and percentages. Ability to apply concepts of basic algebra and geometry.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

AA / EEO / Vet / Military

Last updated : 2024-05-23