IT Help Desk - REMOTE Tuesday to Saturday
Full Time
Doral, FL 33178
Posted
Job description
Mygrant Glass is a family-operated automotive glass distributor founded in 1926. We grew from one location in California to the largest independent wholesale distributor of auto glass in the United States. We combine our vast inventory and warehouse network with unmatched quality standards to form trusted partnerships that supply the success of our customers.
We are a passionate group of people who believe in teamwork and providing friendly, knowledgeable and prompt service . Come grow your career with one of the largest wholesale auto glass companies in the country.
IT Support Technician
Non-Exempt
Reports To: IT Support Manager
POSITION SUMMARY:
We are looking for a passionate, data-driven, team-oriented individual to join our innovative wholesale company that is quickly emerging as a leader within the industry. It is a pivotal and exciting time for our company as we continue to grow our workforce, expanding operations, supply chain, marketing, software development, and sales teams.
As the IT Support Technician, you will provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.
ESSENTIAL JOB FUNCTIONS:
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Serve as the first point of contact for customers seeking technical assistance over the phone or email.
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Perform remote troubleshooting through diagnostic techniques and pertinent questions. Investigate, diagnose, and resolve incidents at first contact when possible.
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Determine the best solution based on the issue and details provided by customers.
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Direct unresolved issues to the next level of support personnel. Provide periodic customer updates until the incident is resolved.
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Resolve backlog of support requests by priority, then on a first in first out basis, providing detailed documentation and updates of troubleshooting performed.
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Provide accurate information on IT products or services.
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Record events and problems and their resolution in logs.
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Pass on any feedback or suggestions by customers to the appropriate internal team.
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Identify and suggest possible improvements on procedures. Assist in updating documentation of current processes and procedures.
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Set high customer-service standards.
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Other duties as assigned.
SPECIAL KNOWLEDGE, SKILLS, ABILITIES
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Customer service orientation with a problem-solving attitude
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Strong Written and Verbal Communications Skills
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Good Interpersonal and Multi-tasking skills
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Broad Technical Background with an ability to direct and facilitate a non-technical audience.
QUALIFICATIONS AND EDUCATIONAL REQUIREMENTS
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Bachelor’s Degree in Computer Science, Information Technology, or equivalent experience.
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2+ years Hands-on Help Desk Experience with a remote workforce and support base.
PHYSICAL DEMANDS
This position requires close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; extensive reading; Ability to perceive the nature of sounds at normal speaking levels with or without correction and making fine discriminations in sound. Must be able to remain in a stationary position and/or upright, for prolonged periods of time, traverse stairs, reach overhead, squat, bend, kneel, stoop, and crouch occasionally during 8-10-hour work shift.
OTHER:
Mygrant Glass Company is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. Mygrant Glass Company will provide reasonable accommodation(s) to all qualified applicants and employees with disabilities, where their disability affects the performance of their essential job functions, except when doing so would result in undue hardship. If you need assistance or need to request accommodations, please contact HR@MygrantGlass.com.
This job description is subject to change at any time by Company.
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