What are the responsibilities and job description for the Help Desk Specialist position at The Kendall Group, Inc.?
About The Kendall Group
The Kendall Group is comprised of eight divisions with 75 locations in ten states. Combined, we serve the Electrical, Automation, Pipe, Valve, and Fitting products, Steam, Lighting, Industrial Controls, and Instrumentation Industries. The Kendall Group is a 100% employee-owned company. Kendall offers a great opportunity for a rewarding career.
Why The Kendall Group?
Our employee ownership model is the core of who we are. You will not only own part of the company, but you will own your future. At Kendall, you'll have opportunities to learn and grow while being coached and mentored along the way. We're that company where people stay! We're proud to say more than 60% of our associates have more than 5 years of tenure, and more than 40% have greater than 10 years. At Kendall, you will be valued and supported, your ideas will be heard, your voice will matter, and you'll work alongside incredible people who care about your success.
Role Summary: Reporting to the Help Desk Manager, the Help Desk Specialist is a key member of the Information Technology team. The person in this role will ensure service requests are acknowledged and resolved in a timely manner with a high degree of customer service and technical expertise.Exciting work you will do:
The essential duties and responsibilities of the Help Desk Specialist will consist of, but are not limited to, the following:
- Provide day-to-day support for Kendall Associates including, but not limited to, standard software applications such as Microsoft Office, Office 365, Adobe, browsers, and Eclipse Solar, as well as desktops, laptops, printers, and mobile devices
- Set up and maintain user access to systems (reset passwords, disable access, etc.)
- Take high volume of calls coming into the Help Desk and enter tickets into the Zendesk system, following up on voice mail left for the Help Desk and monitoring the Zendesk Open ticket queue
- Monitoring of various processes and reports to review any errors and provide necessary resolution
- Maintain quality service by adhering to Kendall Group policies, procedures, and standards
- Perform other duties as assigned
Competencies you possess:
- Service Excellence
- Results, Action Oriented
- Accountability and Responsibility
- Teamwork and Collaboration
- Problem Solving
- Displaying Technical Expertise
What you’ll need:
- Work Experience: 2 years customer service or support experience
- Education: High School diploma or GED
- Analytics/Computer Skills: Proficiency in Microsoft Office and Office 365 products
- Organization Skills: Highly organized and detail-oriented; ability to multi-task and shift priorities as needed; ability to work in fast-paced, continuously evolving, and at times ambiguous environment
- Cross-functional Skills: Ability to work under pressure to meet deadlines; flexible and quickly adaptable to changing priorities; demonstrated problem solving skills; ability to handle a large volume of phone calls
- Communication Skills: Ability to communicate well with all levels of the organization; strong interpersonal and customer service skills; ability to present information in a manner that can be understood by non-technical staff
- Physical, Mental and Visual Skills: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disability to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, talk, and hear. The employee must be able to stand, walk, climb stairs, lift, and move equipment weighing up to 50 pounds
- Physical Environment: Normal office environment; occasional warehouse, fabrication environment and exposure to moving equipment
- Travel: Must be willing to work occasional weekends or off hours and willing to travel if necessary
Qualifications we prefer but don’t require:
- Work Experience: Helpdesk experience; experience with Epicor/Eclipse software
The Kendall Group is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, gender, gender identity, sexual orientation, age, physical or mental disability, citizenship, military status, protected veteran status, genetic information, or any other characteristic protected under applicable federal, state, or local law.