If you want to work with a purpose-driven organization that has a family culture, keep reading! Famous is a place for positive, growth-oriented, high-performers, not someone who's just interested in another job where time is traded for pay. If this resonates with you, click Apply and find out why Famous has been named a Top Workplace every year for over a decade! The Help Desk, Tier 2 is responsible for providing advanced technical assistance and support related to computer systems, hardware, and software. This position responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. Gain insights into day-to-day activities through analysis of reports and logs.Responsibilities
- Provide phone and desk-side in-person support
- Resolve level two issues/problems and escalate issues to other IT staff when necessary
- Provide guidance training and documented processes to other HelpDesk members
- Create and maintain support documentation and procedures
- Follow run book procedures when responding to incidents
- Support inventory and asset management process
- Participate in the on-call weekly rotation outside for after hours support
- Assist with onboarding and set up of new users; provide training on IT policies, PCs, phones, logins
- Participate in projects as needed and adhere to project plans
Technical Skills
- Microsoft Windows 10/11
- Solid networking skills/knowledge
- Office 365
- Some MacOS is a plus
- Mobile phone (Android/iOS)
- Jira/Confluence
- VPN (client-side)
- Ability to diagnose and resolve advanced technical issues
- Customer-oriented and service-minded
- Install, configure, and maintain various software applications
- Develop scripts for automation tasks
- Excellent verbal and written communication skills
- Provide Support for video and collaborations issues
Experience
- 3-4 years of IT Support and/or Help Desk experience preferred
What Makes Us Famous!
- Health, Vision, and Dental Insurance
- Paid Time Off (Vacation and Holidays)
- Paid Maternity and Paternity Leave
- 401K Employer Match
- Bonus Opportunity
- Strong Culture through our 40 Fundamentals
- Family Atmosphere
- Health and Wellness Coaching
- Fitness Reimbursement Program
- Associate Referral Bonus Program
- Learning and Development Opportunities
- Leadership Development Program
- Career Growth Opportunities
Famous Supply is a wholesale distributor committed to serving contractors, builders and remodelers in the HVAC, Plumbing, Building Products, Lighting, and Industrial/PVF segments.Since 1933, Famous has been a family-owned business that treats its associates like family. Our 5 Core Values are Family, Trust, Communication, Teamwork, and Continuous Improvement. We bring those Core Values to life every day by practicing our 40 Fundamentals for Living the Famous Way (To learn more about what makes us Famous, visit Famous-Supply.com!We continually strive to create a diverse work culture and seek applicants from all backgrounds to ensure we hire the best, most creative talent on our team. Famous Supply provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, genetic information, military service, or veteran status, or other legally protected characteristic under federal, state and local law, and prohibits discrimination and harassment of any type. Applicants must be lawfully authorized to work in the United States.