Help Desk Associate

WHAT YOU'LL DO:

• Ensure timely and effective resolution of all Helpdesk calls and requests by providing technical and procedural support in a distribution center warehouse environment.
• Monitor ticket queues and work them timely and accurately.
• Maintain and support all IT hardware and software including but not limited to Desktop PCs, mobile RF devices, Laptops, keyboards, barcode scanners, etc.
• Identify escalation situations and escalate them timely and accurately as necessary.
• Identify trends that affect users and makes the Helpdesk staff and manger aware of them.
• Serve as an initial point of contact on team support and technical issues.
• Serve as a “hands on site” assistant to the Network Services team when necessary.
• Coordinate issue resolution with other support areas, as required.
• Administer all associates Active Directory and Email accounts and ensure security compliance.
• Configure, deploy, and support PC hardware and software issued to all associates in TNDC.
• Maintain accurate application and business processes documentation.
• Administer all associates in warehouse systems such as MAWM, Pyramid, Lightning Pick, etc.
• Provide feedback and suggestions to improve Help Desk business process.
• Configure, troubleshoot, and deploy PC hardware and software.

WHAT YOU'LL NEED:

• Minimum of 1 year of practical experience in help desk support, or a combination of education with equivalent work experience.
• Experience with incident tracking software/ITSM tools.
• An outgoing attitude with excellent customer service skills in supporting non-technical users with technical issues.
• Familiarity with basic Active Directory and O365 user administration.
• Comprehensive technical knowledge of PC & Mac hardware, network concepts and solutions, along with comprehensive knowledge in the following systems and applications: Microsoft Windows, MS Office (inc. 365), Zoom, and mobile device management.
• Familiarity with networking concepts and configurations e.g. troubleshooting Wi-Fi, LAN, VPN, device IP addresses.
• Experience with mobile RF computers and the MDMs used to administer them.
• Demonstrates strong communication skills including ability to work in a team environment, gives honest, direct feedback and is a solid verbal and written communicator.
• Critical thinking and problems solving skills which promote the ability to work independently without constant supervision.
• Meets deadlines, prioritizes appropriately, copes well with change, and maintains composure under pressure.
• Is accountable for results, approaches obstacles proactively, and looks for ways to resolve problems and issues.
• The ability to work a flexible schedule when required by allotted maintenance windows or special projects.
• Must be able to lift 50lbs.
• Require to be on-site at our distribution center in La Vergne, TN