Job Summary:
Coordinate service requests via Help Desk. Responsibilities include data entry and task assignment, troubleshooting assistance over the phone to end users, scheduling of external support resources, assisting with break-fix activities for PC equipment, PO receiving and inventory tasks. This non exempt position works with direct and indirect supervision.
Essential Functions:
* Answer calls from GOH employees to Help Desk.
* Record all calls in IT Help Desk support application.
* Provide initial basic troubleshooting via call scripts.
*Provide call followup
* Route service calls to other IT resources for service; manage scheduling with external resources.
* Perform PO receiving and inventory tracking/ maintenance functions.
* Perform data entry functions.
*Perform hardware repair and configuration
* Perform work order follow-ups to confirm help desk request is completed.
* Transport equipment within IT, throughout the corporate office.
* Exercise proper care and maintenance of company equipment.
* Perform additional administrative tasks and other assignments per supervisor's direction.
* Travel and/or drive personal vehicle to trainings, meetings, events, etc.
Knowledge of:
* Intermediate working knowledge of Microsoft Office Products.
* Intermediate knowledge of voice and data technologies.
*Screen sharing technology
* Advanced knowledge of PC equipment.
Ability to:
* Communicate with employees and vendors who have widely differing levels of technical experience.
* Adapt to the constant changes in technology.
* Learn and follow GOH company policies and procedures.
* Prioritize and manage multiple tasks simultaneously.
* Follow through on issues in a timely manner.
* Efficiently and flexibly deal with changing priorities.
* Distinguish confidential and/or personal information and prevent unauthorized disclosures.
Qualifications:
* Must have strong organizational skills.
* Must have excellent interpersonal verbal and written communication skills.
Education: 
* High school diploma or equivalent required.
Experience: 
* Previous Help Desk or Call Center experience preferred.
* Current A certification or equivalent required.
Required Training:
* Site Specific Hazard Training
* At least bi annual Help Desk application Training depending on versions and release cycles
* Managing Priorities Training
* Effective Communications Training
* Customer Service Training
* At least bi annual Microsoft application refresher depending on releases and versions deployed
Physical Requirements:
* (Constant 67-100%) - Talk and hear in conversations with GOH employees and customers.
* Constant (67 - 100%) Talk on telephone and hear telephone conversations.
* Constant (67-100%) Able to see and read PC screens, read normal type size print.
*Constant (67-100%) Normal vision and hearing range.
* Constant (67-100%) Use fingers/hands to type, write and file.
* Constant (67-100%) Sit for sustained periods of time.
* (Constant 67-100%) - Able to speak clearly.
* Constant (67-100%) Use/operate basic office equipment such as phones, computer, file cabinets, copier, etc.
*Frequent (34-66%) Bending, stooping, stretching, and prolonged standing.
* Occasional (0-33%) Lift and/or transport items weighing less than 35 pounds from one location to another throughout shift.
* Occasional (0 - 33%) Work in field or plant environment with exposure to adverse or extreme weather conditions, exhaust fumes, noise, dust, extreme temperatures.
This is a safety-sensitive position.