Description

Thatcher Company, Inc. is a privately owned company based in Salt Lake City, Utah. It is a diversified chemical manufacturer, compounder, re-packager and distributor. Thatcher Company, Inc and its affiliated companies have over 500 employees in 15 locations in the USA. The company was founded in 1967 and is financially strong with excellent growth prospects. The company has never had a losing year, has no outside debt and has financed all its growth internally. Thatcher’s diversification, coupled with ever broadening product offerings, allows us to provide job security to our employees and respond to the changing needs of our customers and the marketplace. Our core values include insuring safety in all our activities, proper environment stewardship, a focus on providing our customers superior products and service, insuring employee success, win-win relationships and continuous improvement.

HELP DESK TECHNICIAN

Provide user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action.

Main Job Duties and Responsibilities

• respond to requests for technical assistance in person, via phone, chat or email
• diagnose and resolve technical hardware and software issues
• research questions using available information resources
• advise user on appropriate action
• follow standard help desk procedures
• log all help desk interactions
• administer help desk software
• follow up with employees and users to ensure complete resolution of issues
• redirect problems to correct resource
• identify and escalate situations requiring urgent attention
• track and route problems and requests and document resolutions
• resolve technical problems with Local Area Networks and Wide Area networks
• prepare activity reports
• inform management of recurring problems
• stay current with system information, changes and updates
• help update training manuals for new and revised software and hardware
• train computer users as necessary
• clean up computers

Qualifications

Education, Qualifications and Experience

• Bachelors degree preferred
• working knowledge of fundamental operations of relevant software, hardware and other equipment
• experience researching, analyzing and interpreting automated system problems
• knowledge of relevant call tracking applications
• knowledge and experience of customer service practices
• related experience and training in troubleshooting and providing help desk support

Key Skills and Competencies

• oral and written communication skills
• learning skills
• customer service orientation
• problem analysis
• problem-solving
• adaptability
• team interaction
• planning and organizing
• attention to detail

Why Thatcher is right for you

• Competitive salary
• The founder of our company set up a defined contribution Profit Sharing Retirement Plan to reward the efforts and loyalty of all our employees. It is fully funded by the company and no employee contribution or match is an element of the plan. The plan allows for a yearly contribution of up to 25% of an employee’s salary. The results of company operations are reviewed every year to determine the contribution amount for each employee. 2019 marked the 46th consecutive year of maximum funding.
• Additional benefits including health, dental, life insurance, vacation, sick leave, paid holidays and 50% additional education reimbursement.
• Health Savings Account (HSA)
• Excellent career opportunities with a growing company

A great work environment where your contribution can be recognized, and you can reach your full potential