IT Helpdesk Support Specialist

Factory Motor Parts; Eagan, Northern (MN, KY); Hybrid; USD 48,000 - 64,000; Full time

Job summary

Factory Motor Parts in Eagan, MN seeks a Help Desk Technician to support employees via phone, email, remote access, and in-person. You will diagnose IT hardware and software issues and stay current with tech trends within the FMP environment.

Maintain proficiency with FMP systems, document resolutions in the ticketing system, escalate urgent matters, and collaborate with Help Desk teammates while occasionally traveling to locations for urgent assistance.

Qualifications

• Associate's degree or equivalent experience and 1-3 years in a help desk or other technical support role.

Responsibilities

• Respond to user requests via telephone, email, remote access, and in-person.
• Diagnose and resolve advanced IT hardware and software issues.
• Develop and maintain proficiency with information technology and Factory Motor Parts systems.
• Identify and escalate situations requiring urgent attention.
• Document details of issues and troubleshooting steps in a ticketing system.

Skills

Communication

Problem solving

Documentation

Independent work

Team collaboration

Technical writing

Education

Associate degree or equivalent experience

Tools

Ticketing system

Remote support tools

Job description

FMP Corporate
FMP Corporate
1380 Corporate Center Curve
Suite 200
Eagan, MN 551211200, USA

FMP Corporate
FMP Corporate
1380 Corporate Center Curve
Suite 200
Eagan, MN 551211200, USA

• Respond to user requests via telephone, email, via remote access, and in-person.
• Diagnose and resolve advanced information technology hardware and software issues. Stay current with technological trends related to the FMP environment.
• Develop and maintain a professional level of proficiency with Information Technology and Factory Motor Parts specific systems and technologies.
• Identify and escalate situations requiring urgent attention.
• Capturing and documenting the details of an issue and troubleshooting steps taken in order to expand the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.
• Work with Help Desk colleagues to research and document problem resolutions.
• Work independently to research and resolve complex technical issues.
• Work with Help Desk colleagues in researching and writing documentation and policy.
• Provide primary technical support to Factory Motor Parts employees
• Occasionally travel to locations to provide assistance in urgent situations.
• Develop and maintain knowledge of Factory Motor Parts departmental roles and responsibilities.
• Performs other related duties as assigned.

SKILLS AND ABILITIES:

• Ability to communicate and interact successfully with employees and to develop and maintain positive professional relationships with colleagues.
• Ability to research and report on problems, solutions, products and vendors.
• Creative thinking and problem solving.
• Ability to capture and communicate the context of a situation
• Excellent oral and written communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
• Ability to work both independently and as a team member.
• Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.

MINIMUM EDUCATION AND EXPERIENCE:

Associate's degree or equivalent experience and 1-3 years in a help desk or other technical support role.

We are an EEOC/AA Employer. An industry leader, FMP offers well-balanced compensation and benefits programs, which may include medical, dental, vision, life, 401K, profit sharing, paid holidays/vacation/sick time, STD/LTD, + much more. Salary is based on experience and job performance.

Qualifications

Skills

Behaviors

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Motivations

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Education

Experience

Licenses & Certifications

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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