•Receives and handles incoming requests for services following agreed procedures.
•Allocates and prioritizes calls promptly (initial triage).
•Logs incidents and service requests and maintains relevant records.
•Identifies and classifies incident types and service interruptions.
•Records incidents cataloging them by symptom and resolution.
•Acts under guidance to record and track reliability data for services.
•Escalates complex or unresolved incidents.
•Systematically interprets user problems and identifies solutions and possible side effects.
•Uses experience to address user problems and provides potential solutions.
•Records and tracks issues from outset to conclusion (Problem Management Team Member).
•During change, acts systematically to respond to day-to-day operational needs, avoiding service disruptions and maintaining coherence to SLA and information security requirements.
•Responds to common requests for service by providing information to enable fulfillment.
•Promptly allocates unresolved calls as appropriate.
•Maintains records, informs users about the process, and advises relevant persons of actions taken.
•Acts as the routine contact point, receiving and handling requests for Level 3 support.
•Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.
•Provides first-line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
•Assists with the development of standards and applies these to track, monitor, report, resolve, or escalate issues.
•Contributes to creation of support documentation such as knowledge articles, process flow diagrams or procedures, and RACI charts.
•Maintains a high level of system support and client satisfaction to end users at all times.
•Supports, monitors, tests, and troubleshoots user and system-related hardware and software problems and escalates as appropriate.
•Self-trains and self-educates to better support the technology FleetPride uses to support operations locally and at the branches.
•Assists or trains others on systems and features.
•Provides timely attention to all Service Desk requests, ensuring tickets are complete, impact and criticality are assessed, and issues are resolved or escalated appropriately.
•Performs daily ticket maintenance and management and ensures requestors stay informed.
•Works with third-party systems and hardware providers to diagnose and address issues.
•Plans, prepares, and coordinates maintenance windows for updates, upgrades, and patches.
•Maintains, cleans, repairs, upgrades, and replaces hardware as needed, processes RMAs, and ensures technology availability.
•Pays special attention to time-sensitive business requests and minimizes user/customer impact.
•Provides basic user account maintenance across all FleetPride systems.
•Performs tier-one support on office equipment and business productivity tools.
•Works with other team members on desktop/laptop images and deployed software.
•Makes pragmatic recommendations on system and process enhancements.
•Ensures configurations, system features, and site information are documented, especially for branches.
•Establishes and maintains thorough knowledge of organization and technology standards.
•Responsible for communicating, promoting, and adhering to IT standards.
•Assists with controlling hardware, software, and telephone inventory.
Education & Training
•High School diploma
•Minimum of 5 years? experience in Service Desk
•Bachelor?s degree in relevant technical field preferred
•MCSE, MCSA, MCITP, A+, or equivalent desktop certifications preferred
•ITIL v3/v4 Foundations preferred but not required
Knowledge & Experience
•High level of proficiency with Windows 7, Windows 10, and Microsoft Office
•Strong understanding of networking principles
•Strong troubleshooting and problem-solving skills
•Professional written and oral communication and customer service skills
•Strong organizational skills with ability to prioritize and multi-task
•3+ years providing IT customer training and mentoring
•3+ years of application support experience
•3+ years supporting POS systems, payment processing, timekeeping, and operational systems
•3+ years supporting local and remote users in environments with 100+ users
•Ability to manage short-term and long-term goals simultaneously
•Ability to raise issues proactively and in a timely manner
•Ability to work well in a team-oriented environment
•Ability to learn quickly and adapt to new systems
Skills & Abilities
•Keyboarding skills and computer proficiency, including MS Office
•Excellent interpersonal, written, and oral communication skills
•Detail-oriented, organized, service-oriented, and responsible
•Strong customer service and presentation skills
•Ability to motivate self and team
•Willingness to accept ownership of IT systems to ensure 24x7 availability
•Ability to analyze user needs and reach acceptable solutions
•Ability to work independently or as part of a team
•Knowledge of POS systems, printers, peripherals, desktops/laptops, and PC applications
•Practical knowledge of intranet, internet, servers, networking, and telephony
•Network troubleshooting knowledge including TCP/IP, VLANs, and wireless
•Experience working with managed service providers
•Ability to maintain confidentiality
•Knowledge of security and compliance practices
Working Conditions
Work Environment
•Typical office environment with ambient room temperatures, lighting, and standard office equipment
Physical Demands
•Reaching above shoulder height, below the waist, and lifting throughout the workday
•Long periods of sitting or standing while working at a computer
•Occasional lifting of items up to 50 pounds
•Ability to work through stressful situations
•May require overtime, weekend work, and overnight travel
•Extended time viewing a computer monitor and using a keyboard
Additional Notes
This job description does not state or imply that these are the only duties to be performed. The employee will be required to follow other instructions and perform other duties as requested by their supervisor.
