Help Desk Support

Description:

EspriGas brings a modern approach to the $130 billion gas industry by utilizing a network business model to deliver products nationwide. We leverage our unique service and technological capabilities to handle the complex logistical needs of large, multi-site companies through a national network of gas supply partners. Our customers include Fortune 1000 companies across various industries, such as food and beverage, healthcare, construction, manufacturing, etc. Examples include providing medical gas to large clinic chains, pet hospitals, CO2 for top restaurant chains such as Panda Express, and supplying bulk propane to railroad companies. Our industry produces, distributes, and sells atmospheric gases and other specialty products. 

Purpose of the Position

The Help Desk Support role provides technical assistance and support to end-users regarding computer systems, hardware, software, and network-related issues. This role ensures the timely resolution of problems to minimize downtime and maximize user productivity. Additionally, the Help Desk Support personnel will contribute to the overall efficiency and effectiveness of the IT department by documenting and improving support processes.

Responsibilities

• Provide first-line technical support to end-users via phone, email, chat, or in-person, ensuring high customer satisfaction.
• Diagnose and resolve hardware, software, and network issues by troubleshooting and analyzing system errors or malfunctions.
• Escalate complex technical issues to appropriate teams or specialists, ensuring timely resolution.
• Install, configure, and upgrade computer hardware, software, and peripheral devices.
• Assist in maintaining and administrating user accounts, permissions, and access rights.
• Create and maintain accurate documentation of technical procedures, troubleshooting steps, and solutions.
• Collaborate with other IT team members to identify recurring issues, develop solutions, and implement preventive measures.
• Stay current with IT support trends and technologies, identifying process improvement opportunities.
• Provide basic training and guidance to end-users on properly using hardware, software, and systems.
• Adhere to established service level agreements (SLAs) and prioritize support requests based on their impact and urgency.
• Monitor and respond to IT support tickets, ensuring timely updates and resolution.
• Maintain an inventory of hardware, software licenses, and equipment, and assist with procurement processes when necessary.
• Create clear communication materials and training support for new or updated processes to ensure successful adoption across teams
• Identify opportunities to streamline data exchange processes and reduce manual work.
• Identify process improvements to enhance efficiency and accuracy.
• Assist with special or cross-functional projects, tasks, and initiatives as assigned.

Qualifications

• 1-3 years of experience providing technical support to end-users in a help desk or similar environment.
• Familiarity with ERP or CRM systems - MS Business Central and Salesforce a plus

Key Competencies

• Self-starter who takes initiative.
• Strong written and verbal communication skills.
• Exceptional organizational, time management, and multitasking abilities.
• Customer service mindset with a welcoming, people-first approach to work.
• Customer-centric, business-focused, and driven by outcomes.
• Continuous learner with a passion for operational excellence and improvement.
• Strong knowledge of computer hardware, software, operating systems, and network concepts.
• Proactive, analytical problem-solver with strong attention to detail and a commitment to maintaining accurate documentation.
• Ability to establish and nourish effective working relationships with customers, managers, supply partners, and fellow teammates at EspriGas.

Travel:

• 5%

Other Duties

Please note that this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities required of the employee for this job and may change at any time, with or without notice.

Total Rewards package

Here are just some ways we support and invest in our fantastic team:

• Health benefits with coverage on day one.
• Robust paid leave following the birth or adoption of a child.
• Hybrid and remote environments allow for collaboration, creativity, and some quiet time to focus.
• Professional development, certification, and learning resources to invest in every team member.
• Wellness programs offering access to free counseling and health and wellness programs.
• Competitive compensation because we are looking for top talent.
• A growth environment where creative thought drives limitless potential.