IT Helpdesk Support Specialist

RESPONSIBILITIES INCLUDE:

• 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 escalate 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.


• Attention to detail.


• 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.