Hajoca Corporation is one of the country's largest privately-held wholesale distributors of plumbing, heating & cooling, and industrial supplies. Founded in 1858, Hajoca is a company based on the principles of "Service, Integrity, Reliability," and on relationships of trust and support with teammates, customers, and suppliers. Throughout its history, Hajoca has played an active role in shaping advances in plumbing. However, we attribute our success to two simple truths; a unique business philosophy and talented people. Hajoca is all about the people, who give us our advantage, and who will guide us successfully into the future.
Hajoca has over 400 locations nationwide, called Profit Centers; and at the foundation of our family of businesses is a National Support Center (NSC) where Centers of Excellence are dedicated to enabling the success of our Profit Centers.
The Computer Help Desk team in our National Support Center (NSC) is looking for a Senior Technical Support Analyst at their Lafayette Hill, LA office.
Do you have experience providing computer support? Are you skilled at solving problems and ensuring an elevated level of customer service? Are you an excellent communicator? If so, then we'd like you to join our dedicated team as a Technical Support Analyst
About the Role:
You will:
Function as the first point of contact for Hajoca Profit Center and National Support Center support requests, providing technical and troubleshooting assistance related to computer hardware and software, mobile devices, and other tech tools and products.
Document problems and conversations to create an incident that can be referenced by other technicians and for training purposes all while providing world class customer service and support.
Provide technical assistance and support for incoming requests and phone calls related to computer systems, software, and hardware.
Log all support interactions in the ServiceNow platform for accurate tracking.
Guide customers through the problem-solving process using remote assistance tools.
Install, modify, and troubleshoot software to ensure proper functionality.
Acquire foundational knowledge of our Eclipse software support functions.
Follow up with customers to confirm issues are resolved to their satisfaction.
Deliver exceptional customer service, consistently exceeding customer expectations.
Suggest improvements to procedures for enhanced efficiency and support.
Collaborate with the Infrastructure team as needed to resolve customer issues.
Participate in required training to enhance technical skills.
Provide deskside support to internal teams as needed.
Successfully complete required safety and compliance training programs as assigned.
Perform other reasonably related duties as assigned by immediate supervisor and other management as required.
About You:
Bachelors Degree or the equivalent combination of education, professional training, or work experience.
2 or more years of experience with computer helpdesk support.
Our ideal candidate will also:
Have strong knowledge of the MS Office productivity suite and Windows 10 and 11.
Have experience working with an Incident Management tracking tool.
Possess knowledge of helpdesk software, hardware, and remote control assistance.
Be familiar with client PC connectivity; including Ethernet, Wi-Fi, TCP/IP, and VPN
Have an understanding of basic Active Directory concepts (security groups, Group Policy, etc.)
Demonstrate excellent oral and written communication skills and the ability to convey answers, issues, and status changes in a clear, concise, and effective manner.
Possess excellent interpersonal skills and the ability to work effectively across all levels of the business.
Be able to exercise professional judgment and assume responsibility for decisions which have impact on people and quality of service.
Have a strong attention to detail and the ability to meet deadlines.
The benefits of working with us:
Our culture is well-suited for exceptional people who use their talents to drive business and want to share in the financial success their efforts yield. In addition to a competitive starting wage, we offer a Profit-Sharing Program that provides each team member with an opportunity to earn a direct share of the profits on an annual basis. In addition to our generous compensation package, Hajoca also offers:
Full-time benefits (for team members working 30 or more hours per week):
Full-time and part-time benefits:
EEOC Statement
Hajoca Corporation is an Equal Opportunity Employer (Equal Opportunity Employer/Veterans/Disabled).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, national origin, age, veteran status, disability, or any other protected category pursuant to federal, state or local laws and will not be discriminated against on the basis of any such categories/status. Hajoca is committed to providing reasonable accommodations for qualified individuals with disabilities including, but not limited to, during the application process. Please let us know if you need assistance or an accommodation due to a disability.
Background Screening Statement
We are a drug free workplace. Employment is contingent upon pre-employment drug screening, and successful completion of a criminal background investigation subject to any federal, state and local laws.
In 1858, one enterprising individual invested his life savings of $200 to start a business grinding key stops for plumbers in Philadelphia. More than 150 continuous years of service later, that business is known as Hajoca Corporation. Hajoca has a robust history of helping to shape advances in plumbing. But we attribute our success to two simple truths - a unique business philosophy and talented people.
Hajoca blends the clout of a large company with the opportunity of a small one. We understand that tastes and styles are different from place to place, so a "one size fits all" approach does not work. Our businesses have the freedom to operate like any local company and our managers conduct themselves with the focus and passion of business owners, right down to the products they carry and the people they hire.
Entrepreneurs welcome...and sought.
Good customer service means quality of work; exceptional customer service means quality of people. Members of our team are enthusiastic, driven to excel and singly steadfast in their commitment to service, integrity and reliability. They're also your neighbors and friends. They understand your unique needs because they've lived in your community for years.
Our locations are called Profit Centers and not branches, reflecting this independence. Our teammates have the opportunity to take home a share of the profits made in their Profit Center. Our decentralized culture gives each Profit Center Manager the same high degree of responsibility, autonomy, and accountability as an owner.
The National Support Centers in Lafayette Hill, PA, and Baton Rouge, LA, are dedicated to enabling the success of our Profit Centers. Teammates at these locations and throughout the US provide services that are essential for our Profit Center Managers to have a playing field on which they can succeed through their own efforts and ideas.
The company will continue to grow and prosper because our fundamental business philosophy works: emphasis on entrepreneurial spirit, expert knowledge, strong incentives for our teammates, and devotion to Hajoca’s proven business principles.