Help Desk Support Specialist Job at Airgas
R10009300 Help Desk Support Specialist (Open)
Location:
Radnor, PA (Airgas HO) - Management
How will you CONTRIBUTE and GROW?
The Help Desk Specialist is the first point of contact for the users who call the Airgas Help Desk. While providing the highest level of customer service, they use knowledge base tools and SOPs along with their expertise to resolve tier 1 requests in a timely fashion. The Help Desk Support Specialist escalates unresolved problems/issues/requests to the proper tier 2 and 3 support team. This role troubleshoots basic end user issues on various software applications, hardware, network and provides basic desktop support
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Log/document all inquiries reported to the Central Help Desk, with the goal of resolving as many on first contact as possible, but then escalating to next level support as necessary.
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Follow-up on previously reported cases which have been escalated to other support teams to ensure they are being responded to and resolved in a timely manner.
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Keep peers and clientele informed of trends, significant issues, and unexpected delays to support requests.
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Administer client systems accounts, typically as part of the following types of requests: password resets/account lockouts, new hire setups, account changes, and revoking (terminating) access.
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Reporting on key performance metrics based on information gathered from the automated call distributor (ACD) and service management (ticketing) system.
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Maintain standard operating processes and procedures.
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Are you a MATCH?
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High School Diploma or Equivalent is required.
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1-3 years of work experience in a first level IT Help Desk role.
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Experience in relevant Microsoft technologies, including Active Directory, Exchange 2010, Office 2010, and SharePoint.
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Experience in relevant Google Applications, including Docs, Sheets and Gmail
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PC repair and troubleshooting skills; A+ certification a plus.
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Service oriented mentality with a strong customer focus.
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Strong oral and written communication skills, with the ability to effectively communicate to a variety of audiences.
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Strong problem solving abilities with the ability to use sound judgment when escalating incidents and problems.
EOE AA M/F/Vet/Disability
Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status, or disability
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Your differences enhance our performance
At Airgas, we are committed to building a diverse and inclusive workplace that embraces the diversity of our employees, our customers, patients, community stakeholders and cultures across the world.
We welcome and consider applications from all qualified applicants, regardless of their race, gender, sexual orientation, religion, disability or any other protected characteristic. We strongly believe a diverse organization opens up opportunities for people to express their talent, both individually and collectively and it helps foster our ability to innovate by living our fundamentals, acting for our success and creating an engaging environment in a changing world.
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