The Helpdesk Coordinator/ Analyst provides support and is responsible for answering and resolving technical support calls from employees in our corporate headquarters, 12 remote sites in the US, backup to 9 sites internationally, and approximately 500 additional users from within our remote sales force for a total of approximately 1800 users. This position will resolve basic technical issues both software and hardware related. The Helpdesk Technician reports directly to the Help Desk Manager.
Resolving basic technical issues by: (90%)
" Successfully answering and resolving incoming technical support issues through email or technical support help line;
" Contributing to a cumulative 95% answer rate;
" Recording all calls or tickets and provided solutions in Service-Now (web-based customer support system);
" Escalating helpdesk tickets as necessary to appropriate level II Technicians;
" Providing basic or level I support and solutions to issues including account maintenance for Active directory, hardware replacement and troubleshooting, software installation and support, and new computer build and deployment.
Supports the department by meeting its objectives by: (10%)
" Accurately entering part orders, following up on orders, and managing vendors through the process;
" Requesting, logging, and updating vendor quotes;
" Participating in projects to improve accuracy, effectiveness or efficiency of the system or process;
" Keeping all documentation of processes up to date in accordance with Sarbanes Oxley guidelines; and
" Other duties as assigned.
The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned as necessary.
The helpdesk technician has excellent troubleshooting and problem solving skills to help find fix and prevent technical issues. The technician will be able to answer and research problems to resolve them in a timely fashion.
The helpdesk technician has no direct reports but must be able to delegate tasks to other technicians when necessary. The technician works on a team of helpdesk technicians to achieve 95% answer rate of all calls for technical issues.
Scope of Position:
The helpdesk technician spends the majority of his/her time answering technical support calls. The incumbent will be responsible for opening and closing trouble tickets and prioritizing their resolutions to ensure customer satisfaction. The incumbent will also be responsible for assigning escalated tickets to higher level technicians. Potential escalated resolutions may include ordering and installing hardware, ordering and installing software and/or rebuilding and re-imaging desktop and laptop computers.
Knowledge, Skills, and Abilities:
" Willingness to work as part of a team and contribute to the success of the group.
" Demonstrated ability to identify and understand issues and resolve customer inquiries and develop appropriate solutions quickly and effectively.
" Superior interpersonal and oral/written communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals.
" Ability to manage calls (within ACD phone system preferred).
" Demonstrated ability to effectively take action to solve problems while exhibiting sound judgment and successful stress tolerance.
" Excellent organizational skills, including the ability to work effectively under pressure and deal with multiple priorities.
" Demonstrated ability to act independently upon information and make decisions that achieve optimal results.
" Results-oriented to ensure delivery of appropriate products and services in an accurate, complete, and timely fashion.
" Post high school education or combination of equivalent work experience (Bachelors Degree in Computer Science or related field preferred).
" Basic networking knowledge and troubleshooting skills.
" Basic knowledge of Windows server and Active Directory.
" Basic knowledge of Windows operating system
" 1 or more years experience in helpdesk or technical support environment.
" 1 or more years experience working with Microsoft Windows 7/10 operating system.
" 1 or more years experience with Microsoft Office and similar software applications.
" Basic knowledge of iPhone technologies.
" Initiating Action: Taking prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive.
" Building Customer Loyalty: Effectively meeting customer needs; building productive customer relationships; taking responsibility for customer satisfaction and loyalty.
" Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.
" Applied Learning: Assimilating and applying new job-related information in a timely manner.
" Technical/Professional Knowledge and Skills: Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.
" Work Standards: Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
" Building Partnerships: Identifying opportunities and taking action to build strategic relationships between ones area and other areas, teams, departments, units, or organizations to help achieve business goals.
" Stress Tolerance: Maintaining stable performance under pressure or opposition (such as time pressure, or job ambiguity); handling stress in a manner that is acceptable to others and to the organization.
" Tenacity: Staying with a position or plan of action until the desired objective is obtained or is no longer reasonably attainable
James Hardie is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, among other things, or as a qualified individual with a disability. Equal Employment Opportunity is the law.
Nearest Major Market: Orange County
Nearest Secondary Market: Los Angeles
Job Segment: Computer Science, System Administrator, Information Technology, Help Desk, Technology, Research