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Tech II - Help Desk (Service Desk) in Clearwater, FL at PODS

Date Posted: 2/14/2018

Job Snapshot

Job Description

JOB SUMMARY

Responsible for providing support to end users on a variety of issues. Identify, research, and resolve technical problems.  Respond to telephone calls, email and requests for technical support. Document, track, and monitor the problem to ensure a timely resolution. Understand concepts, practices, and procedures. May lead and direct the work of others. Typically reports to a supervisor or manager. A wide degree of creativity and analytical ability is expected.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Provide first line response to enable callers to solve their problems; or forward details to second line support or advise third party suppliers; Maintain accurate IT-related log entries of contact with resolution details and follow up information
  • Ensures adherence to escalation procedures. Respond to escalated, complex and high impact user calls in a timely fashion
  • Undertake site visits to resolve persistent or high impact problems
  • Establish and maintain change control procedures for the Support Team, ensure that these are incorporated into the routine workflow procedures
  • Following agreed procedures, maintain and report up to date and accurate inventory information on company assets and ensure that the equipment register on the Help Desk software is up to date
  • Following agreed procedures and quality standards, notify users of disruptions to normal service delivery
  • Assist in the co-ordination of the movement of equipment devices and assists colleagues in the provision of services
  • Validate invoices received from vendors and invoice franchisee for services and parts we provide
  • May perform other duties and responsibilities as assigned

MANAGEMENT & SUPERVISORY RESPONSIBILTIES

  • Typically reports to Management.  Direct supervisor job title(s) typically include: Sup - Help Desk
  • Job is NOT directly responsible for managing other employees (e.g., hiring/termination and/or pay decisions, performance management)

Job Requirements

JOB QUALIFICATIONS: Education & Experience Requirements

  • Associate’s Degree in a related area and 2-4 years of related experience
  • Possess math skills sufficient to perform required duties
  • Or an equivalent combination of education, training or experience

PHYSICAL REQUIREMENTS

  • Ability to sit at a desk and use a computer for up to 8 hours a day; Ability to use hands and fingers to type on a keyboard and use a mouse to navigate; Vision sufficient to view small details on a computer monitor
  • Ability to stand and walk up to 8 hours a day; ability to stoop, bend and lift boxes weighing up to 50 lbs.
  • Ability to hear and verbally communicate using a telephone handset and/or connected headset device

WORKING CONDITIONS

  • Regular business hours.  Some additional hours may be required.
  • Travel requirements:  Negligible
  • Climate-controlled office environment during normal business hours.
  • Regular attendance and punctuality required
  • May be subject to  pre-employment criminal background check and/or drug screening as well as random drug screenings in accordance with company policy

DISCLAIMER 

The preceding job description has been designed to indicate the general nature of work performed; the level of knowledge and skills typically required; and usual working conditions of this position. It is not designed to contain, or be interpreted as, a comprehensive listing of all requirements or responsibilities that may be required by employees in this job.  

Equal Opportunity, Affirmative Action Employer

PODS Enterprises, LLC is an Equal Opportunity, Affirmative Action Employer. We will not discriminate unlawfully against qualified applicants or employees with respect to any term or condition of employment based on race, color, national origin, ancestry, sex, sexual orientation, age, religion, physical or mental disability, marital status, place of birth, military service status, or other basis protected by law.

 

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