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Systems Support Desk

2 months ago

Lafayette Hill, United States Hajoca Corporation Full time
Hajoca Corporation is one of the country's largest privately-held wholesale distributors of plumbing, heating & cooling, and industrial supplies. Founded in 1858, Hajoca is a company based on the principles of "Service, Integrity, Reliability," and on relationships of trust and support with teammates, customers, and suppliers. Throughout its history, Hajoca has played an active role in shaping advances in plumbing. However, we attribute our success to two simple truths; a unique business philosophy and talented people. Hajoca is all about the people, who give us our advantage, and who will guide us successfully into the future.

Hajoca has over 400 locations nationwide, called Profit Centers; and at the foundation of our family of businesses is a National Support Center (NSC) where Centers of Excellence are dedicated to enabling the success of our Profit Centers.

The Information Systems team in our National Support Center (NSC) is looking for a Systems Support Desk at their Lafayette Hill, PA office.

Job Summary

First point of contact for Hajoca Profit Center support requests regarding Eclipse wholesale distribution software. Responsible for support and problem-solving issues associated with Eclipse application programs. Ensures timely and appropriate resolution of multiple medium-difficult production issues. Analyze user requirements, procedures, and issues, determine how to resolve issues, improve processes, or enhance functionality of Eclipse. Identifies and addresses re-occurring problems and escalates re-occurring issues with the Development Team. Performs basic fixes and data maintenance. Develop on-line help and update Eclipse support help scripts. Must provide world-class customer support for our customers and maintain a courteous, energetic, and professional demeanor when handling support requests while consistently following up on open support requests.

Job Duties

  • Support all Eclipse applications, including but not limited to, Sales Order Entry, Purchase Order Entry, Transfer Order Entry, Accounts Payable, and Inventory.


  • Provide direction, as needed, to customers on the functionality of the Eclipse application ensuring that they follow Hajoca policy.


  • Provide support for printer modifications and setup, user authorization changes and setup, and report and phantom process scheduling.


  • Always communicate effectively and courteously with both internal and external customers as well as outside vendors.


  • Consistently follow up on open trackers using our ticketing application. This includes communicating to Profit Centers while working towards a resolution for their open tickets.


  • Compose SPOTT Ticket responses in a manner that provides customers a recap of their issue and the steps used to resolve the matter. Also provide notes for other Eclipse Support Center Teammates to handle similar issues in the future.


  • Give feedback to Team Lead and Manager on necessary training for Profit Center employees.


  • Analyze multiple medium-difficult business problems and assess how automated systems or process changes can be implemented to solve them.


  • Ability to dig deep into the Eclipse data (SQL,TCL, BOXI, Report writer) to get to root cause or problem identification


  • Track production support issues to provide dependable updates within the request ticket and ensure appropriate assignments and priorities within the agreed SLA.


  • Serve as an application and business process expert.


  • Initial contact of tickets in the queue - engage business user to replicate issues, educate, determine actionable items to resolve request.


  • Escalate known problems when appropriate.


  • Collaborate with team members in preparing documentation for business including but not limited to, FAQ's Release Notes, Training Materials.


  • Define & document IT SOP's.


  • Provide on the spot training based on questions raised from the business.


  • Based on ticket trending, provide field with tips-n-tricks on how best to use the Eclipse Application.

An Eclipse Support Center Team Member is expected to:

  • Work as a team member.
  • Communicate effectively with Profit Center employees, outside vendors, teammates, Eclipse Support Team Manager.
  • Be detail-oriented and organized.
  • Analyze and solve problems.
  • Prioritize work tasks.

Knowledge, Skills, and Abilities

  • Working knowledge of the Eclipse software.
  • Knowledge of MS Office programs Excel, Word, and Outlook.
  • Strong customer service skills.
  • Strong written communication skills
  • Strong verbal communication skills
  • Follow-up with customers
  • Ability to problem solve

Education, Training, and Experience

Required

  • High school diploma or equivalent.
  • 2+ year's customer service experience.
  • Working knowledge of Eclipse software.
  • Strong keyboarding skills

Preferred

  • College degree preferred.
  • 2+ years help desk experience.
  • Knowledge of products sold at the Profit Center.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Sitting (in chair) 80%

Standing 10%

Walking 10%

Lifting Occasionally up to 30 pounds

Carrying Occasionally up to 30 pounds

Controls Use of both hands and arms and use of both feet and legs

Strength level Low

The following movements and senses are required in this job:

Hand and finger dexterity, stooping, kneeling, reaching, talking, hearing, near vision, far vision, peripheral vision, and color vision.

Environmental Conditions

May be exposed to the following conditions in the job:

Office setting but will need to visit Profit Centers. When visiting Profit Centers; may be exposed to warehouses with no climate control and potentially hazardous equipment (such as forklift trucks, mechanical lift gates, and rubber retention straps). The Profit Center may stock, sell, and use hazardous materials - PVC pipe cement, pool chemicals, torch gas, propane gas, solvents, etc. You may be required to handle these materials

The benefits of working with us:

Our culture is well-suited for exceptional people who use their talents to drive business and want to share in the financial success their efforts yield. In addition to a competitive starting wage, we offer a Profit-Sharing Program that provides each team member with an opportunity to earn a direct share of the profits on an annual basis. In addition to our generous compensation package, Hajoca also offers:

Full-time benefits (for team members working 30 or more hours per week):

  • Medical, dental, vision, and prescription coverage
  • Accident and Hospital Indemnity coverage
  • Life insurance and Long Term Disability
  • Pre-tax accounts for healthcare and dependent care
  • Paid vacation, holidays, and sick time (sick time also offered to PT team members as required by state law)

Full-time and part-time benefits:
  • 401(k)
  • Retirement cash account with company contributions
  • Targeted training programs focused on your personal and professional growth

EEOC Statement

Hajoca Corporation is an Equal Opportunity/Affirmative Action Employer (Equal Opportunity Employer/Veterans/Disabled).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, national origin, age, veteran status, disability, or any other protected category pursuant to federal, state or local laws and will not be discriminated against on the basis of any such categories/status. Hajoca values diversity, equity and inclusion and this policy applies to all employment practices at Hajoca. Hajoca is committed to providing reasonable accommodations for qualified individuals with disabilities including, but not limited to, during the application process. Please let us know if you need assistance or an accommodation due to a disability.

Background Screening Statement

We are a drug free workplace. Employment is contingent upon pre-employment drug screening, and successful completion of a criminal background investigation subject to any federal, state and local laws.

Other details

  • Pay Type Hourly

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  • 2001 Joshua Rd, Lafayette Hill, PA 19444, USA