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IT Technical Support/Help Desk

S and S Supplies & Solutions Fairfield, CA
  • Posted: September 11, 2019
  • Full-Time

Job Summary: The “S&S Asset Management Systems” (SSAMS) support team provides IT support and implementation services for business Vendor Managed Inventory programs and systems.  The IT Technical Support/Help Desk team member will triage customer IT issues or requests and assign work tickets to Field Services and Warehouse Services support teams. The IT Technical Support/Help Desk team member serves as a 1st tier technical support and liaison for internal business units for all SSAMS computer systems and solutions related technical issues and/or requests. This includes, but is not limited to, customer technical support calls, software troubleshooting, user & badge database data updates, inventory transactional billing and order discrepancies, incident follow-up, incident escalation and small project management.  This position will be in an On-Call rotation within the department, and must be available for off-hour and weekend support.

 Essential Duties and Responsibilities:1.Customer Support (40%)

  • Triage customer and internal phone calls and emails.
  • Log and update incidents in the ticketing system and assign to appropriate support team.
  • Escalate and follow-up on urgent incidents with department managers.
  • Follow-up with customers and coordinate technician repairs.
  • Perform data changes in a database.
  • Prepare monthly and ad hoc metric reporting.
  • •Maintain accurate data records in department ticket system (ServiceNow). 
  • •Contact 3rd level vendor support, as needed.
  • •Write process and incident resolution documentation.
  • •Contribute articles and documentation to department Knowledge Base.  

2.IT Technical  Support (40%)

  • Provide IT technical support for all SSAMS systems software & hardware solutions:
    • Troubleshoot systems software and address basic incident requests.
    • Perform basic network TCP/IP connectivity troubleshooting.
    • Remote into customer sites using screen sharing software to troubleshoot system failures to resolve system issues and/or train customers. 
    • Drive to customer sites, if necessary, to troubleshoot system failures and work with 3rd party vendor support to determine root cause.

 3.Project Support (20%)

  • Participate in project meetings and lead projects related to all SSAMS system solutions.

  Job Requirements: Education/Experience: 

  • High School Diploma.
  • Advanced computer skills (e.g. MSCE or equivalent experience) is a plus.
  • 1-3 years’ experience in a customer support role.
  • Hands-on experience tracking issues in a ticketing system.
  • Hands on experience with installing and updating licensed software and replacing computer hardware, preferred.
  • Hands-on experience in a networked environment, client server topology concepts, TCP/IP protocol. Cloud Computing is a plus.
  • Moderate knowledge of Microsoft Excel.

 Knowledge, Skills & Abilities:    

  • Ability to drive to remote locations if needed.
  • Ability to perform entry level IT hardware repairs and adjustments.
  • Ability to perform work accurately and thoroughly.
  • Ability to get along well with a variety of personalities and individuals.
  • Ability to work independently with minimal supervision.
  • Ability to complete assigned tasks in fast-paced situations.

 Work Environment:

  • Office environment.
  • Industrial area with heavy equipment and moving forklifts.
  • Telecommuting is not available.

 Other: (Includes licenses, certificates, age, etc.) 

  • Clean driving record, valid driver license and proof of insurance, must be 21+ years old to meet Company’s auto insurance requirement.
  • Ability to obtain and maintain a valid TWIC card.
  • Ability to pass OSHA safety requirements.
  • Ability to pass site specific safety training requirements.
  • Ability to pass drug/alcohol screen to federal standards.

At S and S Supplies & Solutions we offer competitive compensation and comprehensive benefit programs including medical, dental, vision, 401k with a Company match and time off including your birthday.

We are an Equal Opportunity Employer.

S and S Supplies & Solutions

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