Help Desk Associate

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Job description

Position Summary

TriMark USA, LLC. is one of the country's largest providers of design services, equipment and supplies to the foodservice industry. TriMark offers foodservice operators a new level of service by combining the hands-on support and local market knowledge of a strong, regional supplies with the purchasing strength, industry expertise, and delivery capabilities of a national company. We work closely with our customers, which include national restaurant chains, independent restaurant operators, healthcare facilities, entertainment venues, and many other segments, to provide the products and services that will help them operate more efficiently and realize better bottom-line results.

The IT Help Desk Associate role reports into the IT Service Delivery Manager and interacts daily with end users to provide immediate front-line support to resolve IT Issues. This role continually monitors ServiceNow incidents and Service Requests and promptly responds and resolves each ticket in a timely manner. The candidate must possess a consistent positive attitude and be able to work independently.

Essential Functions & Responsibilities

• Provide frontline technology support for all Corporate employees relating to a variety of computer software and hardware issues. Troubleshoots problem and apply recommended solutions.
• Provide priority support to Executive Leadership Team (C-Level Suite).
• Performs hardware upgrades of existing equipment, installations, and connections.
• Assist in upgrades and installations of locally installed program
• Be able to triage and classify support issues correctly to escalate to appropriate support teams.
• Perform workstation setups and configurations as needed.
• Perform periodic virus, malware, and performance optimizations on end user workstations.
• Train users in the operations and authorized software and inform users on the status of requested orders and Help Desk requests.
• Continually update and inform IT Manager on the status of all equipment and user requests.
• Collaborates with other team members to troubleshoot and maintain conference room solutions including LCD Screens, HDMI, Wireless, and speaker and microphone operations.
• Responds to and follows-up on phone communications with vendors and purchase orders as necessary.
• Educate and enforce IT policies on users within scope of position. Reports all violations to the IT Manager.
• Provide exceptional customer service and level of excellence required by all departments. Follow existing Incident and Change Management process.
• Work diligently in improving and updating level of technical expertise as the technical field changes frequently.
  

Qualifications

• Two or more years' experience in the technical support of Microsoft Windows is preferred.
• Previous experience with desktop and laptops running Windows 10 preferred.
• Previous experience with Lenovo and Dell hardware preferred.
• Previous experience supporting Windows Desktop Operating Systems preferred.
• Experience with the support and operation of Office365 and other Microsoft programs preferred.
• Experience with video conference tools like Teams, Zoom etc. preferred.
• Familiarity with the use of PowerShell based scripts and commands a plus.
  

Competencies, Skills & Abilities

• Proactive, detail and service oriented.
• Ability to communicate with team members and end user stakeholders effectively.
• Ability to exercise patience in delivery of customer service.
• Ability to disassemble and reassemble laptops and desktop computers.
• Expert level knowledge of Microsoft operating systems and ability to demonstrate how to work through an issue without the use of wizards.
• Proven expertise in software, hardware, and network troubleshooting, upgrades, and repairs.
• Solid understanding of the machine imaging process and tools.
• Familiarity with help desk and asset management systems.
• Knowledge of supporting Office 365.
• Ability to follow documented instructions and be able to think beyond instructions to find solutions.
  

Education & Experience

• High School Diploma. Some college is preferred.
• 2-3 years' experience working in a corporate environment
• At least 2 years using an ITSM ticket management tool. (ServiceNow preferred)
• Software trouble-shooting skills for Microsoft products (O365, Teams, Windows, etc.)
• Hardware trouble-shooting skills for Laptops, Monitors, printers, etc.
• Knowledge of computer imaging and setup.
• Understanding of Security best-practices.
• Demonstrated knowledge of Active Directory Administration is desirable
• ServiceNow Admin experience is preferred.