What are the responsibilities and job description for the Jr IT Support Analyst position at D&H Distributing?
JR IT Support Analyst
This is a hybrid role that is based in Harrisburg, PA
Please note, candidates must be located within 60 miles of either office location.
D&H is growing! Join 100 year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailers, and the clients they serve across the SMB and Consumer markets.
SUMMARY
Technology Service Center (TSC) responsibilities include: Support for day-to-day ticket management and service requests; end-user support of systems and applications; incident escalation and tracking. The Technology Service Center position is accountable for addressing end-user issues in a timely manner, first call resolution (FCR), and incident assignment and submission.
ESSENTIAL DUTIES AND RESPONSIBILITIES
KNOWLEDGE, SKILLS, and/or ABILITIES
EDUCATION and/or EXPERIENCE
This is a hybrid role that is based in Harrisburg, PA
Please note, candidates must be located within 60 miles of either office location.
D&H is growing! Join 100 year old Employee-Owned technology distributor, offering end-to-end solutions for today's resellers, retailers, and the clients they serve across the SMB and Consumer markets.
- We are empowered by our employee Co-Owners who provide the industry's best service, and we promote a collaborative culture.
- We offer an Employee Stock Ownership Plan, 401k, Paid Time Off, Medical, Prescription, Dental and Vision benefits as well as Gym Reimbursement, Work from Home Reimbursement, Employee Purchase Program, Tuition Assistance and much more!
- As a D&H Co-Owner you receive numerous discounts on services.
- We feel strongly about giving back to the community and promoting sustainable, eco-friendly business practices.
SUMMARY
Technology Service Center (TSC) responsibilities include: Support for day-to-day ticket management and service requests; end-user support of systems and applications; incident escalation and tracking. The Technology Service Center position is accountable for addressing end-user issues in a timely manner, first call resolution (FCR), and incident assignment and submission.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provide phone support, onsite, and remote end-user client support (Windows).
- Provide equipment and cabling support, onsite and at our Distribution Centers.
- Install and teardown IT equipment as needed onsite and at our Distribution Centers.
- Utilize ServiceNow ticketing system to create, assign, triage and determine escalation path.
- Investigate and troubleshoot applications, operating systems and peripherals.
- Deploy and maintain computer, IP phone, scanner, and other peripherals.
- Basic network printing support.
- Ensure the asset management library is accurate.
- Assist with boxing and shipping of equipment.
- Other responsibilities as assigned.
- Travel to DCs as needed.
KNOWLEDGE, SKILLS, and/or ABILITIES
- Knowledge of Microsoft Excel and/or other analytical software.
- Keen desire to learn & increase knowledge in hardware support.
- Good written and verbal communication skills.
- Follow a process or procedures with guidance or instruction.
- Team-player attitude.
- Meticulous attention to detail.
- Willingness and ability to learn new technologies.
EDUCATION and/or EXPERIENCE
- Education
- Computer training Certificate or some Technical School preferred.
- Experience
- 0-1 years of customer service experience.
- 0-1 years of help desk or technical support experience.