Help Desk Support Analyst

Help Desk Support Analyst 

Family owned and operated since 1981, Shoppa’s Material Handling is one of the fastest growing and most successful material handling dealerships in the United States. We are proud to be an authorized dealer of Toyota Material Handling – the bestselling forklift brand in the world and a recognized leader in quality, durability, safety and innovation. Through our nine locations across Texas and Kansas City, MO, we provide a comprehensive array of products, services and integrated systems that help our customers streamline the storage and movement of their goods. 

JOB SUMMARY: 

Responsible for providing technical assistance and support to end users on a variety of issues.  Run diagnostic programs, identifies, researches, and resolves technical problems with computer systems, hardware or software. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks and monitors the problem to ensure a timely resolution. This opportunity represents Shoppa’s Material Handling and requires professionalism, great attitude, good communication skills and outstanding customer service. 

ESSENTIAL FUNCTIONS:  

• Desktop support for Windows environment. 

• Desktop support for workstations, laptops and VOIP phone systems using Skype For Business 2016. 

• Record all support requests, troubleshooting steps, and resolution in call tracking software using Dell KACE 

• Perform preventative maintenance to include; inspection and maintenance of workstations, printers and peripherals. 

• Create and maintain documentation of procedures and processes 

• Network printer configuration, installation and support. 

• Mitigation of viruses, Trojans, malware, etc. 

• Maintain software and hardware assets. 

QUALIFICATIONS:  

• BA in IT preferred with a minimum of 3 years’ experience as Help Desk Support. 

• Ability to prioritize & perform multiple tasks; detailed oriented. 

• Proficient in MS Office Suite (Word, Excel, Access, etc.); 

• Strong interpersonal skills and a team player 

• Great customer service and attention to detail 

• Excellent organizational and time-management skills 

PHYSICAL DEMANDS AND WORKING CONDITIONS: 

The physical demands and working conditions requirement indicated below are examples of the demands that must be performed in carrying out the essential job functions. 

Physical Demands:   

Office employees typically sit for long periods and perform tasks that require fine motor skills, such as typing or using a mouse. They may occasionally stand, walk, or lift up to 30 pounds, like files or office supplies. The work environment is climate-controlled with moderate noise, and employees 

Working Conditions:  Work indoors and sometimes outdoors; exposure to temperatures commensurate with outdoor seasonal temperatures. 

Shoppa’s Material Handling is an Equal Opportunity Employer, including disabled/veterans”; (b) “EOE/Disability/Vets”; or (c) “Shoppa’s provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.” (pp. 3 & 36 of the attached guide)