IT Help Desk Technician

Commercial Tire is looking for a Help Desk Systems Technician in our Meridian Corporate Office. Our application process is two parts. Please start hereand complete the questionnaire. When complete, return to this page and click apply to complete your application.

POSITION OVERVIEW

This position is responsible for supporting the IT department in handling Information Systems (IS) and Communication Technology for the entire company. This role will be expected troubleshoot and apply resolutions for incoming phone and helpdesk requests for end-user support that are within their Tier 1 Level of support.

JOB RESPONSIBILITIES

• Helpdesk Support
  1. Administer Tier 1 level support and escalate a per Commercial Tire’s Service Level Agreements (SLA)
  2. Diagnose High and Critical issues and engage team support and vendor support
  3. Communicate in timely manner and with high level of customer service
  4. Answer incoming calls for Help Desk requests in prompt fashion
  5. Triage, assign, and resolve Help Desk ticket requests through the ticketing system
  6. Follow up on open tickets to ensure quick and accurate resolution
  7. Occasional travel may be required
  8. Offer support for off-hours as scheduled

• User Account Maintenance
  1. Assign appropriate permissions for proper access to applications and relevant data
  2. Active Directory account creation, maintenance, and support
  3. Exchange account creation and support
  4. Password resets and Tier 1 troubleshooting of all account problems
  5. Appropriate printer and scanner access
  6. Telephone extension setup and support

SHARED RESPONSIBILITES

• Software Support
  1. Installation of approved business applications and offer continued support
  2. Application upgrade deployment and end user support
  3. User Administrator maintenance to key web services
  4. License Management under guidance of Sr. Help Desk Technician and Systems Administrator
  5. Ensure backups are working and other non-business assigned tasks are handed

• IT Projects
  1. Assisting in deployment and remote support
  2. Provide recommendations
  3. All other duties as assigned

• Hardware Support
  1. Laptop build and deployment, when necessary
  2. Computer imaging to Commercial Tire desktop standards
  3. Install and manage workstations for optimal performance
  4. Maintain, build, and deploy wireless devices: Tablets, Handheld scanners, Phones Tablet build and deployment, when necessary
  5. NEC Phone support
  6. Cell phone email configuration support.
  7. Wireless systems when necessary
  8. Server/Switch maintenance when necessary
  9. Peripheral support when necessary

COMPETENCIES and SKILLS

• Communication (written and verbal): Clear, Precise, Timely, Interpersonal Savvy
• Action Oriented
• Customer Service
• Attention to Detail
• OS system knowledge
• O365 knowledge
• AD management and understanding
• Computer Skills
• Strong diagnostic and problem-solving skills

QUALIFICATIONS – Unless indicated otherwise, these are the knowledge, skills and/or abilities that are preferred

• Associates Degree in IT or related field – or 6 months of IT/Technology support experience
• Insurable Driving Record – Required
• Travel based on business need – minimal for technology upgrades
• Good attendance and being to work on time are an essential requirement