Help Desk Support Specialist, Level II

Silgan Containers Corporation Grandview , MO 64030

Posted 12 months ago

Position Summary:

As a level II Help Desk Support Specialist, you will be part of an energetic team of professionals who are committed to providing superior service. We are seeking a dynamic and collaborative professional who has a real desire to help people, is passionate about IT, possess detective like trouble shooting skills, is analytical and process oriented to work with our customers by providing second level help desk support for both on premise and remote users.

The Help Desk Support Specialist's role is to ensure proper computer operation so that end users can accomplish their daily business tasks. This includes installing, diagnosing, repairing, maintaining, upgrading all PC hardware, software and equipment to ensure optimal performance, and receiving, prioritizing, documenting, and actively resolving end user help requests in a timely and accurate fashion while providing superior customer service.

Job Requirements

Essential Job Functions:

As a Help Desk Support Specialist, you will have four key areas of responsibility:

Customer Support:

  • Act as a single point of contact for phone calls, emails, chat and tickets from end users regarding technology issues and queries

  • Listens carefully to the customer, ask questions to diagnose the nature of the problem, and then patiently walks the customer through the problem-solving steps

  • Setup HP desktops, laptops, thin clients and Microsoft Surface Pro units

  • Load software packages such as networking components, operating systems and office applications

  • Use your critical thinking skills to assist users in maximizing use of computing systems

  • Develop and conduct various training and instruction for end users on OS and other applications

  • Responsible for being part of an ongoing after hours on call rotation; on-call rotation every 8 weeks, working Monday to Monday from 7:00pm to 7:00am

Technical Trouble-shooting:

  • Use critical thinking skills to provide superior level II support remotely via phone, using remote tools or onsite

  • Troubleshoot software and hardware failures and provide end-users with solutions or escalate issue

  • Install hardware and peripheral components like docking stations, printers, keyboards and monitors

  • Take ownership of user incidents/requests and follow up the status on behalf of the user and communicate progress in a timely manner

Ticket Maintenance:

  • Prioritize and work on service desk tickets in the internal ticketing system

  • Escalates incidents to escalation teams to ensure customer resolution

  • Provides timely communication (oral/written) to the Business Technology team regarding quality issues to determine acceptability or course of action

  • Track issues to resolution using Silgan's ticket management system

  • Travel up to 10% domestically

Project Work:

  • Assist in the development, documentation and communication of better practices and procedures and techniques to ensure that the team is providing the best possible service to our customers.

  • Department specific projects like asset management, licensing, mobile phones and copiers when not on the phones

EDUCATION, SKILLS, AND EXPERIENCE:

  • Associate Degree

  • 2 + years of hands-on technical support experience

  • In lieu of a degree, 4 + years of hands-on technical experience required

  • Mid-level experience troubleshooting Microsoft Office 7 and 2019, Active Directory Administration, and Virtualization Technologies

  • Strong understanding of Networking, Ethernet Cabling, TCP/IP, and DNS

  • Experience troubleshooting Adobe, Standard & Professional software experience (Installation & Troubleshooting)

  • Experience troubleshooting HP desktops, laptops and thin clients, Microsoft Surface Pro line experience preferred

  • Networking and Internet fundamentals including Ethernet, Wi-Fi, VPN, and Web technologies

  • Ability to explain technical concepts and adjust messaging based on the audience, including non-technical groups

  • Strong verbal and written communication skills

  • Ability to work in a Help Desk team environment

  • Ability to handle multiple projects simultaneously

  • Willingness to learn new systems and skills

  • Ability to work independently

  • A+ Certification a plus

  • Multi-lingual language skills a plus

LIMITATIONS AND DISCLAIMER

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related instructions and to perform other job-related duties requested by their supervisor in compliance with Federal and State Laws.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an "at-will" basis.

Silgan is an Equal Opportunity Employer. We consider applicants for all positions without regard to race, color, religion, sex, national origin, age, marital status, or the presence of a disability, which would not prevent the performance of essential job duties with, or without reasonable accommodation of any other protective status.

Silgan is a drug-free workplace.

EEO/M/W/Vet/Disability


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Help Desk Support Specialist, Level II

Silgan Containers Corporation