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IT Help Desk

3 months ago

Madison Heights, United States Galco Industrial Full time
Galco Industrial Electronics is an authorized distributor for over one million products from over 400 brands.  We specialize in industrial, electrical and electronic automation, control and component solutions.  Our distribution center stocks over 50,000 products and offers same day shipping and emergency service.  We offer on-site and in-house repair services, as well as, engineering services which facilitate integration, retrofits and upgrades.  

The IT Service Desk Specialist is responsible for troubleshooting and resolving IT productivity issues.

Responsibilities
-Provides first tier technical support by directly responding to customer requests and inquiries
-Identifies IT productivity issues and provides troubleshooting, leveraging knowledge management practices, with the goal of remediating incidents
-Educates customers and communicates troubleshooting steps
-Resolves routine hardware and software incidents
- Manage inventory, deployment, and rotation of physical IT assets, ensuring accurate tracking and optimal usage across the organization.
-Follows documented workflow and established standards to resolve routine and newly reported issues
-Escalates to the appropriate technical resources for more complex incidents
-Adheres to customer communication engagement tool standards (including phone logging and ticketing systems) and is available during scheduled shifts
-Participates as an integral part of the team, exhibiting ownership, follow through, initiative, awareness and effective communication with customers, peers, upper tiers, and management

EDUCATION AND/OR EXPERIENCE:
-Associate's degree in an Information Technology discipline or related field of study (e.g. MIS, IS, IT, CNS, Computer Engineering, Windows Networking Administration).
-In lieu of a degree, a minimum of two years of related work experience, which could include experience in a field providing customer service, and assisting end users with hardware and software related problems.
-Knowledge of information systems and IT operations, such as Windows operating systems components, navigation tools, common hardware and software related concepts
-Ability to troubleshoot, diagnose and solve basic technical problems
-Listening, verbal, written and interpersonal skills
-Customer service skills with the ability to remain sensitive and responsive to customers' needs
-Ability to translate technical information into understandable terms for a variety of audiences
-Ability to pay close attention to details
-Ability to work in a team-oriented environment
-Ability to maintain composure in stressful situations