Job Summary Provide IT support call center service to locally and remotely troubleshoot technical issues for email, hosted applications, desktops, system and network problems within defined service-level agreements

Essential Functions:

· Use Zendesk Ticketing System to document, track, and monitor raised issues to ensure a timely resolution as required by Service Level Agreements (SLAs)

· Answer helpdesk calls in a timely manner

· Walk customers through troubleshooting steps to determine the severity and nature of reported IT problems

· Facilitate access ticket audits, providing analysis and handling related activities.

· Excellent verbal and written communication skills for customer interaction and ticket documentation

· Familiarity and/or ability to work with different cultures Detail oriented individual with ability to follow instructions and analyze information carefully.

· Consult with immediate supervisor or superiors on escalated issues to seek resolutions

· Self-identify areas of improvement related to process and technology

· Excellent verbal and written communication skills for interaction with all levels of leadership

· Manage heavy ticket volumes

· Installation, assistance, and troubleshooting of issues with Microsoft Products including Office 365

· Installation, assistance, and troubleshooting of issues with the companies Oracle E-Business Suite ERP solution.

· Ability to create accounts, reset passwords, and audit access requirements via Active Directory, Office 365 and/or Oracle E-Business Suite solution

· Analyze, evaluate, and test software problems

· Ability to troubleshoot deployment of applications based on permissions

· Navigate service tickets with vendors for resolutions required outside of Nifco IT scope Installation, assistance, and troubleshooting of laptops, printers, multi-function devices, scanners and other warehouse/office-related technologies

· Analyze, evaluate, and test hardware problems

· Navigate service tickets with hardware vendors for resolutions required outside of Nifco IT scope and/or to satisfy warranty requirements

Education:

· Preferred Associate’s / Bachelor’s degree in a related Information Technology field

·

Experience/Skills:

· Familiar with basic networking concepts (IP Address, Subnets, Routing, WIFI)

· Minimum one year of computer hardware and software support within a complex, enterprise, or Manufacturing environment

· CompTIA Security or A certification preferred, but not required.

· Ability to multitask while staying focused

· Ability to work in a team environment

Job Type: Full-time

Pay: $19.00 - $25.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Shelbyville, KY 40065: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)

Work Location: One location