B010 - It Support Technician

Discover your next career at Mygrant Glass!

Join our team:

We are a passionate and close-knit community of individuals who believe in the power of teamwork and providing friendly, knowledgeable, and prompt service. At Mygrant Glass, we don't just offer jobs; we offer opportunities to nurture your career with one of the nation's leading wholesale auto glass companies.

Benefits:

Health Insurance Flexible Spending Plan Health Savings Plan Dental Insurance

Vision Insurance Paid Time Off Paid Sick Time Paid Holidays 401K/with matching

IT Support Technician

Non-Exempt

Reports To: IT Support Manager

Shift times 7-4 - East Coast time

POSITION SUMMARY:

We are looking for a passionate, data-driven, team-oriented individual to join our innovative wholesale company that is quickly emerging as a leader within the industry. It is a pivotal and exciting time for our company as we continue to grow our workforce, expanding operations, supply chain, marketing, software development, and sales teams.

As the IT Support Technician, you will provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

ESSENTIAL JOB FUNCTIONS:

• Serve as the first point of contact for customers seeking technical assistance over the phone or email.

• Perform remote troubleshooting through diagnostic techniques and pertinent questions. Investigate, diagnose, and resolve incidents at first contact when possible.

• Determine the best solution based on the issue and details provided by customers.

• Direct unresolved issues to the next level of support personnel. Provide periodic customer updates until the incident is resolved.

• Resolve backlog of support requests by priority, then on a first in first out basis, providing detailed documentation and updates of troubleshooting performed.

• Provide accurate information on IT products or services.

• Record events and problems and their resolution in logs.

• Pass on any feedback or suggestions by customers to the appropriate internal team.

• Identify and suggest possible improvements on procedures. Assist in updating documentation of current processes and procedures.

• Set high customer-service standards.

• Other duties as assigned.

SPECIAL KNOWLEDGE, SKILLS, ABILITIES

• Customer service orientation with a problem-solving attitude

• Strong Written and Verbal Communications Skills

• Good Interpersonal and Multi-tasking skills

• Broad Technical Background with an ability to direct and facilitate a non-technical audience.

QUALIFICATIONS AND EDUCATIONAL REQUIREMENTS

• Bachelor’s Degree in Computer Science, Information Technology, or equivalent experience.

• 2+ years Hands-on Help Desk Experience with a remote workforce and support base.

About Us:

Mygrant Glass was established in 1926, we've journeyed from a single location in California to becoming the largest independent wholesale distributor of automotive glass in the United States. Our enduring success is built on a foundation of unparalleled inventory, an extensive warehouse network, and uncompromising quality standards. We thrive on forming lasting partnerships that drive the success of our valued customers.

PHYSICAL DEMANDS

This position requires close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading; Ability to perceive the nature of sounds at normal speaking levels with or without correction and making fine discriminations in sound. Must be able to remain in a stationary position and/or upright, for prolonged periods of time, traverse stairs, reach overhead, squat, bend, kneel, stoop, and crouch occasionally during 8-10-hour work shift.

OTHER:

Mygrant Glass Company is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Mygrant Glass Company will provide reasonable accommodation(s) to all qualified applicants and employees with disabilities, where their disability affects the performance of their essential job functions, except when doing so would result in undue hardship. If you need assistance or need to request accommodation, please contact HR@MygrantGlass.com.