IT Service Desk Administrator
Description: Brook Valley Management, Inc.
The company is a 30+ year old family built business that collects gently used clothing and household items for local charities throughout the United States. We partner with various civic organizations, religious organizations, and municipalities to provide fundraising opportunities. Additionally, we recycle used garments that otherwise would end up in an incinerator or landfill. We are seeking individuals to help build our presence in the United States. This position has great income growth potential based on individual performance. We are looking for individuals who are self-motivated; love a rewarding challenge and the desire to set the pace.
Essential Duties and Responsibilities include the following:
Other duties may be assigned to meet business needs.
- Answer IT internal help desk calls and emails as they arrive.
- Input and manage trouble tickets into the Service Desk ticket system.
- Resolve issues in real time; research, solve, and escalate as needed.
- Follow-up and communicate on all open tickets through resolution and closure.
- Help define, achieve, and improve on IT Dept Service Level Agreements with the Business.
- Develop and use JIRA reporting to spot trends in company support needs.
- Participate in Root Cause analysis of issues and providing long term solutions.
- Periodic maintenance of network database.
- Troubleshooting issues with POS systems, computer hardware, and any other in-store and remote data collection technology.
- Supporting IT team in sourcing, building, and implementing new technology to the field organization.
- Assist in executing IT corporate initiatives and see them through to completion.
- Working hand in hand with our field organization in building their technological capability.
Required Knowledge, Skills and Abilities:
- Proficient knowledge of Microsoft Office including Word, Excel, Outlook, and PowerPoint.
- Understanding of computer networks, servers, routers, and data collection processes.
- Experience with mobile technologies including iOS, Android, Bluetooth, Barcode Scanners
- Strong customer service skills, with proven ability to communicate complex topics to less technical users.
- Demonstrating empathy while supporting and coaching busy internal business customers in the use of and break/fix of company-wide technology.
- Planning, documenting and organizational skills.
- Ability to identify problems and resolve them.
- Ability to communicate orally and in writing.
- Ability to work independently or as part of a team.
- Ability to set priorities, meet deadlines, and multi-task with minimal supervision.
- Ability to interact with all levels of the organization.
- Capability to build working relationships with internal customers and external vendors.
- Ability to travel occasionally.
Education, Experience, Training Required:
- High school diploma or equivalent; Bachelor’s degree preferred; or a combination of education and experience that yields the required knowledge, skills, and abilities.
- Prior Service Desk or technical support role strongly preferred.
- Experience with JIRA or similar Technical Support Desk solutions.
- Experience in fast paced and dynamic companies; within Retail environment a plus.
- High level of diplomacy and interpersonal skills. Strong customer service mindset