Help Desk Associate

Job Description

Description:

Position summary: The Help Desk Associate is the first level of response and support for our

stores and end-users. The position is responsible for answering, collaborating commenting,

troubleshooting, and providing resolution to first level information technology, facilities

inquiries, and support tickets.

General Purpose: To provide our customers with total satisfaction. To serve our community

through volunteerism and produce a return on assets which will assure the future prosperity of

our employees and our company. To be an ambassador of our “Living Brand” by building

relationships 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”Requirements:

Essential 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 reports

Physical 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.

Full-time