Senior Helpdesk Specialist Job at Super-Sod
Super-Sod, the Southeast's largest supplier of turfgrass sod and seed, is seeking an experienced,
senior-level Helpdesk Specialist to join our growing team! This opportunity is
ON-SITE
Monday-Friday
,
7:30-4:30, and only available in one of two locations:
Cartersville, GA or
Fort Mill, SC.
Classification: Nonexempt*
Reports to: IT Director
Why join Super-Sod?
Super-Sod is an organization that has a 70-year reputation for outstanding leadership, innovation, and expertise. Our employees use their creativity and talent to invent new solutions, meet new demands, and offer the most effective services and products in the industry. With your active involvement, creativity, and support, Super-Sod will continue to achieve its goals.
Super-Sod offers a welcoming environment to both our customers and employees. Our teams work highly collaboratively and are proud of the dynamic culture which cultivates company-wide growth and teamwork. Super-Sod employees stand out as being industry professionals who offer knowledge, experience, and a passion to serve. In turn, the Company provides our family of employees’ competitive wage and benefit offerings to ensure their needs are exceeded and their own families are provided for. In addition to numerous awards for quality products, Super-Sod is honored to be consecutively named a Top Workplace by the Atlanta Journal Constitution year after year.
In addition to good working conditions and competitive pay, it is Super-Sod’s policy to provide a combination of supplemental benefits to all eligible employees. In keeping with this goal, each benefit program has been carefully devised. These benefits include flexible paid time-off, such as vacations and holidays, as well as comprehensive and innovative health and wellness plans that include products like medical, dental, vision, HSA, and supplemental life, accident, hospital, and critical illness. We are constantly studying and evaluating our benefit programs and policies to better meet present and future requirements. These policies have been developed over the years and continue to be refined to keep up with changing times and needs.
The Senior Helpdesk Specialist is responsible for providing technical assistance and support to end-users on a variety of hardware and software issues while assisting management in ongoing projects. This position will diagnose and resolve technical hardware and software issues and escalate unresolved issues to the appropriate IT vendors and management. They will also provide end-user training and support and maintain accurate records of support requests and resolutions. This position requires excellent internal customer service skills, technical proficiency, and the ability to work well in a team environment.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Provides technical support for end-users via phone, email, or in-person
- Diagnoses and resolves technical hardware and software issues
- Installs and configures software and hardware
- Provides training and support to end-users on various software and hardware systems
- Troubleshoots network connectivity issues
- Responsible for assigning internal systems access to new hires and removing users at termination.
- Escalates unresolved issues to the appropriate IT vendors
- Maintains accurate records of support requests and resolutions with step-by-step notes
- Responsible for following-up on security incidents
- Responsible for security and patching
- Continuously updates technical knowledge and skills
- Performs other related duties as assigned.
Competencies
- Organized, attention to detail.
- Analytical, logical thinking and problem-solving skills.
- Excellent verbal and written communication skills.
- Thorough understanding of information technology procedures and practices.
- Proficient with, or able to quickly become proficient with, a range of general and specialized applications, software, and hardware used in the organization and the industry.
- Ability to explain technical information in understandable language to nontechnical staff members.
Supervisory Responsibility
This position requires no supervisory responsibility.
Work Environment
This job operates in a professional office and, in some cases, from a remote offsite location. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
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.
The employee is primarily sedentary but will occasionally be required to stand or balance when conducting onsite troubleshooting, as well as use hands and fingers to handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. This employee requires full range of motion of arms and legs and requires movement and use of limbs; this position requires good manual dexterity and coordination. This position requires the ability to occasionally lift office products and supplies weighing up to 50 pounds.
Position Type/Expected Hours of Work
This is a full-time position. Days and hours can change at the discretion of the IT Director; though typical hours of work are Monday through Friday, 7:30 a.m. to 4:30 p.m. Some weekend and evening hours will be necessary to accommodate any issues that might arise.
Travel
This position requires 20% travel time.
Required Education and Experience
- Bachelor’s degree in Computer Science, Information Technology, or related field; or equivalent experience with relevant certification(s)
- 5+ years of Helpdesk/Technical Support experience
- 3+ years of experience working in a lean/agile environment with remote teams
- Experience with remote desktop support and remote control tools
- Strong technical skills in Windows and Mac operating systems, Microsoft Office, and network troubleshooting
- ITIL Certification or any Microsoft certification is a big plus
- Exceptional communication, organization, and leadership skills
- Must be 18 years of age or older.
- Pre-employment background check and drug screening required.
Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Nonexempt: Employees primarily performing work that is subject to the overtime provisions of the Fair Labor Standards Act. Overtime pay is required.
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