*Internal Applicants Only* IT Support Tech- Tier I

1 day ago

Glen Burnie, MD, United States R E Michel CO Full time

*Internal Applicants Only*

Job Title: Help Desk 1

Job Code: ISHD02

FLSA: Non-Exempt

Attention Applicants: We are requesting that you submit your application with a resume attached OR complete question #5 with a full account of your work history. If you do not have a resume, please enter NA in the resume text box.

Any questions? Please contact Meghan Allen in HR @ 1-888-240-3636

DEFINITION:

Under direct supervision of the Support Center Supervisor, this position provides first-level support for end users seeking technical assistance over the phone, through email, and/or in person.

ESSENTIAL FUNCTIONS:

  • Monitor, troubleshoot, and respond quickly and effectively to requests from end-users received in person, via phone call, or email.
  • Create, modify and troubleshoot end-user accounts and profiles.
  • Record events and problems along with their resolution in logs through the ticketing site.
  • Follow-up and update end-users of status and information
  • Resolve technical problems with LAN, WAN, and other systems
  • Understand creating; deleting; as well as retention periods and quotas of email accounts.
  • Initial Thin Client set up (VNC, Teemtalk, printers, security)
  • Have an understanding of configuring, factory resetting, and ordering/freezing of printers.
  • Shipping out PCs, thin clients, printers, and CC pads for new/moving locations.
  • Escalate unresolved issues to next-level support with any information they may need.
  • Edit/Revise self-help/training documents if needed.
  • Other duties as assigned
Preferred education and qualifications:
  • High school diploma or equivalent.
  • Related experience and training in Active Directory; IBM AS400 and Epicor Prophet 21 with ability to troubleshoot.
  • Good organizational, detail, and communication skills.
  • Ability to adapt to various types of situations and stresses.
  • Possess' good problem-solving and analytical abilities.
Physical demands and requirements:
  • Working in an office environment.
  • Work requires extensive work using a computer.
  • Sitting, bending, stooping, walking, stretching, and reaching up, down, over, under, and around; ability to get from point A to point B as required.
  • Use keyboard/mouse.
  • Read, write, and speak English fluently.
  • Lift and carry computer equipment weighing up to 35 lbs.
Pre-Employment screening is required.

What is R.E Michel Company?

The R.E. Michel Company was founded in Baltimore, Maryland in 1935 as a supplier to the home heating oil burner industry. Still family owned and operated, we have grown to be one of our nation's leading wholesale distributors of HVACR and LP equipment, parts and supplies. We operate in more than 300 locations with employees who service our customers with pride

Why Work for Us?

We can help you grow At R.E. Michel Company, you will find many opportunities for advancement and training opportunities to help support your career. Our people are our greatest asset. From our local branch associates and field sales people to our corporate support staff, they represent the finest professionals in the industry.

Interested in learning more about R.E. Michel Company? Listen to what our employees have to say by visiting: https://youtu.be/P8qN13teMPs

R.E. Michel Company Benefit Package Includes:
  • Medical Insurance
  • Dental Insurance
  • Vision Insurance
  • Prescription Plans
  • Wellness Discounts through Blue365
  • Access to 24-Hour Nurse Advice Hotline
  • Employee Assistance Program
  • 401(k)
  • Life and AD&D Insurance
  • Supplemental Life and AD&D Insurance for Employees, Spouses/Domestic Partners and Dependents
  • Short- and Long-term disability
  • Critical Illness/Accident Insurance/Hospital Indemnity Insurance
  • Employee Discount
  • Access to Working Advantage- Discounts on Entertainment, Shopping and MORE
  • Access to LifeMart- Discounts on Hotels, Apple Products and MORE
  • Career Advancement Opportunities & On-site training courses
  • Weekly Pay- Every Friday

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