Position summary: The Help Desk Associate is the first level of response and support for ourstores and end-users. The position is responsible for answering, collaborating commenting,troubleshooting, and providing resolution to first level information technology, facilitiesinquiries, and support tickets.General Purpose: To provide our customers with total satisfaction. To serve our communitythrough volunteerism and produce a return on assets which will assure the future prosperity ofour employees and our company. To be an ambassador of our Living Brand by buildingrelationships with our customers.Role Qualifications:
- Associate Degree in Computer Science, Facilities Management or the equivalent combination of experience and education.
- Dependable transportation
- Able to travel daily between required Family Express locations or other non-Family Express locations when necessary
Position Responsibilities:
- Prompt response to requests for support and assistance
- Diagnose and resolve information technology hardware and software issues
- Diagnose and resolve facilities' assets and equipment issues
- Research questions using available information resources
- Advise user on appropriate action
- Follow standard help desk procedures
- Log all help desk interactions
- Administer help desk software
- Redirect problems to appropriate resource
- Identify and escalate situations requiring urgent attention
- Able to identify and organize tickets according to priority
- Track and route problems and requests and document resolutions
- Prepare activity reports
- Stay current with system information, changes and updates
- Builds Relationships
- Promotes Living Brand
- Serves as Product Brand Advocate
- Adheres to company approved accounting procedures
- Promotes and is an advocate for Safety
- Promotes Company mission statement
- Fosters Company Culture
- Seeks, promotes, and implements Best Practices
RequirementsEssential Skills and Experience:
- Strong conviction to assist others
- Customer service oriented
- Strong stress tolerance
- Situational awareness
- Strong analytical and reasoning skills
- Ability to work independently
- Ability to ensure issues are resolved the first time
- Time management and the ability to organize and manage multiple priorities with sense of urgency
- Excellent interpersonal and highly effective communication skills
- High performance team building and strong team player
- Commitment to company mission and values
- Intermediate mathematical skills
- Constructively deals with conflict
- Adaptability, flexibility and receptive to change
- Effective decision making based on sound judgment and reasoning
- Knowledgeable and proficient on Microsoft Office products and software
Nonessential Skills and Experience:
- Associates Degree in Computer Science, Facilities Management or the equivalent combination of experience and education
- Previous retail experience. Preferably convenience stores
Reporting To This Position: No direct reportsPhysical demands and work environment:
- Physical Demands: While performing the duties of this job, the associate is required to stand for prolong periods; work longer than eight (8) hour shifts, reach climb, balance, stoop, kneel, crouch; talk or hear; smell. The employee must occasionally lift and/or move up to 50 lbs. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.
- Work Environment: Must have flexibility to work all shifts, all days of the week, when necessary. Ability to tolerate extreme temperatures for a minimum of 30 minute intervals. Exposure to dirt, dust and cleaning solvents.