Help Desk Specialist I, CA Job 52.26

$25.24 per hour with bonus potential

JOB SUMMARY:

Reporting to the Director, Infrastructure & Cloud Services the Help Desk Specialist is responsible for first level support for all software and hardware for Dunn-Edwards and NPAA. This position provides effective diagnostic evaluation of end-user customer needs and uses good judgment and timeliness in responding to and resolving each issue or complaint to the customers’ satisfaction. Resolution includes identification research, resolving technical problems, and providing timely response to telephone calls, email and personnel requests for technical support. The position also requires accurate documentation, tracking, and monitoring of tickets to ensure timely resolution. This associate may be required to deliver related technical training and support. 

Note:  The information contained in this job description is for compliance with the Americans with Disabilities Act (ADA) and is not an exhaustive list of the duties performed for this position.  Additional duties are performed by the individual holding this position and additional duties may be assigned.

ESSENTIAL DUTIES:

• Provide quality service to customers in all assigned tasks, while upholding Dunn-Edwards Corp and NPAA values
• Support all internal and external customers with product training, knowledge and expertise.
• Provide solutions in a timely manner for issues that arise.
• Log and track support calls in the designated system(s) and prioritize/escalate jobs as required to ensure customer satisfaction.
• Identify trends in support calls and develop documentation to address common problems and issues. Notify management of increasing trends, unusual activity or repeated activity.
• Brief customers as well as management on the status of current resolution efforts and attend meetings as requested or required.
• Recommend product or system improvements including procedural steps, increased training, and enhanced documentation.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Intranet to assist customers with issues.
• Assist other teams to initiate, design and manage effective support solutions as required to support business operations.
• Assist with the development and testing of newly designed products for operational integrity and function.
• Effectively communicate ideas, expectations, and goals while working with others to achieve desired results.
• Rotate weekend “on call” support of Dunn-Edwards retail stores. 

SUPERVISOR RESPONSIBILITIES

• Supervises: None

QUALIFICATION REQUIREMENTS

The individual must be able to perform each essential job duty and responsibility satisfactorily.  The following requirements are representative of the knowledge, skills, and/or abilities needed to perform the job at a fully acceptable level.

MINIMUM EDUCATION, EXPERIENCE, AND/OR CERTIFICATION

• College diploma or university degree in computer science, computer information systems, or management information systems, and/or 2-3 years equivalent work experience
• Specific Experience based on level:
• Level 1 Support:  1-3 years’ experience working in a technical support environment required.
• Level 2 Support:  3+ years’ experience working in a technical support environment required.

COMMUNICATION SKILLS

• Strong interpersonal skills, ability to communicate and manage well at all levels of the organization and with staff at remote locations essential.

OTHER SKILLS AND ABILITIES

• Good understanding of the organization’s goals and objectives.
• Knowledge of applicable data privacy practices and laws.
• Good written and oral communication skills.
• Strong technical documentation skills.
• Good interpersonal skills.
• Ability to present ideas in a user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Experience working in a team-oriented, collaborative environment.

TRAVEL REQUIREMENTS

Out of town travel of approximately 5-10% may be required.

COMPENSATION 

Non-Exempt