Help Desk Associate

HD Supply Management, LLC (USA); Georgia; On-site; USD 45,000 - 65,000; Full time

Job summary

HD Supply Management, LLC is seeking an experienced tier-one technical support specialist. You will resolve basic computer, application, system, device, access, or performance issues across the enterprise and advise users on steps to resolve technology problems.

Located in a comfortable indoor workspace, the role emphasizes following security policies, reviewing diagnostics, updating software/hardware, and providing after-hours on-call support while contributing to QA and user training on new

Qualifications

• Associate degree in a technical discipline or technical certification may be required.
• Moderate knowledge of Microsoft Windows and Office.
• HS Diploma or GED strongly preferred; specialized skills training or certification may be required.
• Generally 2-5 years of experience in area of responsibility.

Responsibilities

• Responds to tier one support tickets by diagnosing and resolving basic incidents, problems, and requests.
• Reviews system diagnostics and assesses functionality and efficiency.
• Follows all policies and procedures to ensure the security of organizational data and information.
• Monitors security certificates and company compliance requirements.
• Installs and updates company software and hardware.
• Tracks the cost of replacing or updating computer hardware and/or software.
• Provides after hours on-call support.
• Participates in quality assurance and user acceptance testing and provides training to users based on new and revised functionalities.

Skills

Microsoft Windows

Microsoft Office

Education

Associate degree in a technical discipline

HS Diploma or GED strongly preferred

Specialized skills training/certification may be required

Job description

Preferred Qualifications

Associate degree in a technical discipline or technical certification in a related area. Moderate knowledge of Microsoft Windows and Office.

Job Summary

Provides tier one technical support to associates, including resolving basic computer, application, system, device, access, or performance issues across the enterprise. Advises users on methods, steps, and actions needed to resolve technology issues.

Major Tasks, Responsibilities, and Key Accountabilities

• Responds to tier one support tickets by diagnosing and resolving basic incidents, problems, and requests.
• Reviews system diagnostics and assesses functionality and efficiency.
• Follows all policies and procedures to ensure the security of organizational data and information.
• Monitors security certificates and company compliance requirements.
• Installs and updates company software and hardware.
• Tracks the cost of replacing or updating computer hardware and/or software.
• Provides after hours on-call support.
• Participates in quality assurance and user acceptance testing and provides training to users based on new and revised functionalities.

Nature and Scope

Refers complex, unusual problems to supervisor. Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor. None.

Work Environment

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles. Typically requires overnight travel less than 10% of the time.

Education and Experience

• HS Diploma or GED strongly preferred.
• Specialized skills training/certification may be required.
• Generally 2-5 years of experience in area of responsibility.

Our Goals for Diversity, Equity, and Inclusion

We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people.

Equal Employment Opportunity

HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

At HD Supply, we believe that our core purpose is to improve our associates’ lives and equip them with the tools needed to provide exceptional customer experiences every day. As one of the largest industrial distributors in North America, we enable our customers’ success by consistently delivering what they need, where and when they need it. HD Supply has more than 80 years of experience supporting our customers with leadership positions in the maintenance, repair and operations (MRO). With 44 distribution centers spread across 25 states and two Canadian provinces, HD Supply provides an expansive offering of approximately 200,000 SKUs featuring high-quality, name-brand and proprietary products - all at competitive prices. Combine this with our industry-leading, value-add services - including localized jobsite delivery, will-call and direct-ship options, diversified logistics and innovative solutions - and you can see why our more than 300,000 customers continue to trust HD Supply as their first choice supplier for getting the job done.