Computer Support Rep

Level of Contribution = Self

Job Description for: Computer Support Representative – Corporate

Summary:

The Computer Support Representative assists employees with questions and problems concerning computer systems, hardware, and software. Provides support to employees to better understand the ERP system and approved software. Provides users, and occasionally customers, with guidance to correct departments which can further assist any questions or needs. The Computer Support Representative will triage all incoming technical queries and complaints within our ticketing system. The Computer Support Representative should possess the ability to remain professional when working with difficult tasks. Maintain a positive, empathetic and professional attitude. Possess excellent computer knowledge and be able to research and find a solution and respond promptly to all inquiries. Strong communication skills, both verbal and written. Our support team covers from 7:30 AM- 6:00PM weekly and the representative will be assigned a shift during these hours. The representative should be available to work 9:30am – 6:00pm, or 7:30am to 4:00pm weekly, with occasional overtime opportunities, 8:00am – 1:00pm Saturdays.

Reports To:

Support Desk Supervisor

Essential Duties and Responsibilities:

• Respond to tech inquiries via email, over the phone, or in person.
• Walk employees step-by-step through the problem-solving process.
• Troubleshoot communication, network, and hardware issues.
• Provide guidance to employees to improve their understanding of our systems and services. 
• Escalate second level issues to others within the department. 
• Direct non-technical related issues to appropriate departments which can further assist Sid Harvey employees’ questions or needs. 
• Ability to work independently and part of a team.
• Ensure satisfaction and provide efficient professional support. 
• Any other duties and responsibilities as directed.

Qualifications:

• Knowledge of Office 365, including Word, Excel, Outlook, Teams
• Prior experience documenting procedures and workflows
• Knowledge of IBM i-Series is a plus, but not required
• Prior experience in IT or a support role preferred, but not required

Abilities and Physical Requirements:

• Must be able to pass a drug test.

Education: High school diploma, general education degree or equivalent. 

Benefits - In addition to highly competitive wages, full-time employees enjoy a very robust benefits package, including:

• Generous company contribution for the employee as well as qualified spouse and dependents insurance for: Medical, Dental, Vision, Life insurance and Long-term disability insurance.

• Paid Vacation, Paid Holidays, Sick Time and Flex time. 

• 401-K with partial company match.

• Profit Sharing

• Earn while you learn with free enrollment into the Blue Hawk University, the industry's premier online-based training academy, offering hundreds of beneficial courses for your general knowledge and continuing education.