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:
Associates 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.