HAECO Americas | IT Support Specialist

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JOB SUMMARY:
Provides first-level support for issues related to computers and telephones, including problem determination, escalation, tracking and resolution. Assists local and remote users with resolving computer hardware, computer software, and network/voice communication/connectivity issues for a 24 x 7 production environment. Provide timely reporting of IT Operations work order and inventory status. Perform network administration maintenance tasks in accordance with established procedures.

ESSENTIAL JOB DUTIES:

  • Ensure that incidents and requests are handled according to agreed procedures and ensure that documentation of the supported components is available and in an appropriate form for those providing support.

  • Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services ensuring that such problems are fully documented within relevant system(s). Coordinate the implementation of agreed remedies and preventative measures and analyze patterns and trends.

  • Provide oral, written, or hands-on support to all hardware, software and telephone users.

  • Utilize working knowledge of MS Office suite, desktop operating systems, problem management systems, end-user network administration (password resets, permissions, restarting services), and basic UNIX/Linux knowledge.

  • Responsible for user, account, and service provisioning

  • Responsible for installing/deploying software on endpoints

Responsible for assigning and escalating new incoming support requests

  • Record, track, escalate, update calls, and close tickets thru problem management software.

  • Design and create structured documentation that deals with complex information and manage the configuration of documentation items and files, within own area of responsibility.

  • Resolve problems using electronic tools, manuals and technical support documentation.

  • Quote, submit purchase requests, and receive shipments for IT related items, as needed.

  • Provide 24x7 on-call support for any systems that you have been assigned responsibility for.

  • Participate in on-call rotation. Provide general support 24x7 during week long on-call rotations.

  • Participate in project activities, as assigned by management

  • Communicate effectively acting as a key liaison with customers, team members and colleagues across the company. Effectively communicate technical information to non-technical audiences.

  • Take responsibility for own workload and keep others informed, highlighting potential problems and suggesting solutions to ensure continuity of service delivery.

  • Coordinate activities with other team members.

  • Some occasional travelling may be required, for example to user groups or conferences.

JOB QUALIFICATIONS:

Minimum:

  • Minimum 1-year Enterprise level Help Desk experience.

  • Excellent oral and written communications skills.

  • Excellent troubleshooting skills.

  • Ability to set priorities and accomplish tasks with minimal supervision

  • Experience with supporting Windows 7

  • Basic hardware and software troubleshooting (break/fix) knowledge

Preferred:

  • Experience with supporting Windows 10, Windows Server Operating systems, and UNIX/Linux

  • Formal training on at least 3 Microsoft Applications or OS Components

  • CompTIA and/or MCP/MCSA certifications

Job Type: Full-time

Salary: $16.00 to $21.00 /hour

Experience:

  • Enterprise level Help Desk: 1 year (Required)

  • Supporting Windows 10, UNIX/LINUX and Windows Server: 1 year (Preferred)

  • MS Applications or OS Components: 1 year (Preferred)

License:

  • CompTIA A+ (Preferred)

  • MCSA (Preferred)

  • MCP (Preferred)

Benefits offered:

  • Paid time off

  • Health insurance

  • Dental insurance

  • Healthcare spending or reimbursement accounts such as HSAs or FSAs

  • Other types of insurance

  • Retirement benefits or accounts

  • Education assistance or tuition reimbursement

  • Gym memberships or discounts

  • Employee discounts

Fastenal | Distribution Center Help Desk

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4110 Premier Drive Suite 102, High Point, NC 27265
Part-Time Shift(s): Monday-Friday 1pm-6pm

OVERVIEW:
Working as Part-Time Distribution Center Help Desk, you will provide assistance to Fastenal branches by responding to Help Desk calls. This is an entry-level position based out of our distribution center located at 4110 Premier Drive Suite 102, High Point, NC 27265.

RESPONSIBILITIES:
The duties and responsibilities of this position include, but are not limited to:
o Contacting customers via email and telephone
o Retrieving product for walk-in customers
o Auditing inventory
o Responding to support emails and FastHelp tickets
o Complying with safety regulations

REQUIRED POSITION QUALIFICATIONS:
The following skills and qualifications are required for this position:
o Prior administrative/customer service experience OR industry experience and product knowledge
o Excellent written and oral communication skills
o Proficient using Microsoft Office Suite
o Highly motivated, self-directed, and customer service oriented
o Demonstrate strong attention to detail and math aptitude
o Ability to learn and perform multiple tasks in a fast paced environment
o Ability to work independently as well as in a team environment
o Willingness and ability to work a flexible schedule
o Demonstrate our core values of ambition, innovation, integrity and teamwork
o Ability to lift, slide and lower packages that typically weigh 25lbs-50lbs
o Ability to pass the required drug screen (applicable in the US, Puerto Rico, and Guam ONLY).

ABOUT US:
Since 1967 Fastenal has grown as a distributor of industrial and construction supplies from a single branch to approximately 3,000 servicing locations, each providing tailored local inventory and personal service for our customers. As we've expanded across the world, we've retained a core belief in people and their ability to accomplish remarkable things - if given the opportunity. From this philosophy stems an entrepreneurial culture that challenges every employee to run their own business, create their own success, and advance to become company leaders.

As a growth company with a solid financial position, we are committed to training, promoting from within, and creating opportunities for our employees. If you have an entrepreneurial spirit and are looking to make your mark as part of an elite growth company, you won't find a better fit than Fastenal.