Job Description

Job Description & Qualifications

Job Summary

Responsible for operational efficiency at all HD Supply locations by providing point-of-contact support for all computing hardware and software. Ensure that all Information Security policies and procedures are followed. Responsible for user account administration in a multi-platform environment.

Major Tasks, Responsibilities and Key Accountabilities
Responds to phone calls, email or web tickets; resolves issues and supports all existing computer systems.
Coordinates with support partners to ensure that problems are resolved promptly and effectively by accurately escalating incidents to correct next-level support when appropriate.
Utilizes an established ticketing system to maintain documentation and work history of open incidents throughout the ticket life cycle. Retains important access control documents through electronic media, filing, and other forms of storage.
Troubleshoots printers, passwords, email, Standard Windows Applications, internet access, network connectivity issues, etc.
Assists with the setup of new PCs. Performs tasks, such as creation and configuration of user logon IDs, updating user access, and terminating user access. Troubleshoots system access, problems, and failures.
Ensures the Help Desk maintains exceptional customer service by meeting or exceeding established service level agreements (SLAs). Provides updates and completion information to the Senior Help Desk Associate
Provides after hours on-call support based on an established rotating schedule.
Participates in QA and UAT testing. May provide training to user base on new or revised functionality.
Nature and Scope
Refers complex, unusual problems to supervisor.
Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor.
None.
Work Environment
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Typically requires overnight travel less than 10% of the time.
Education and Experience
HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility.
Preferred Qualifications & Job Specific Details

Preferred Qualifications
Experience working in a Help Desk environment, ideally 1-3 years.
Ability to communicate effectively both in person and over the phone.
Technical aptitude, ability to troubleshoot and triage technical issues for end users both onsite and remotely.
Associates degree in technical discipline and/or technical certification; A+, Microsoft MTA, Google IT Support.
In depth knowledge of Windows Operating Systems (7,8,10) and basic networking (DHCP, DNS, LAN, Wifi, LTE).
Familiarity with Service Now Ticketing System.
Experience supporting SAP, Oracle, Kronos and ERP systems.
PRID

PRID159

Job Locations US-FL-Orlando

Posted Date 1 day ago (3/31/2021 5:26 PM)

Job ID 2021-42487

Business Unit Corporate GSC

Functional Area Information Technology

Remote Position? No

Position Type Full-Time

Posting Location : Postal Code 32805