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PURPOSE OF POSITION |
This position is to lead front line and proactive support to Rinnai America Corporation’s population of technology users, both in the offices and warehouse facilities, as well as in the field.
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MAJOR RESPONSIBILITES |
- Lead in the definition and implementation of a corporate help desk: department structure, process definition, software tools, define metrics / service levels and manage daily operations
- Responsible for developing / motivating staff and dealing with personnel issues
- Monitor staff performance and provide feedback designed to enhance service quality and employee growth.
- Manage as well as provide hand’s on end user support to the Corporate Office, branch offices, remote warehouses and home offices
- Manage the coordination and execution of the setup of accounts, workstations, access control for new and existing employees
- Develop standard practices for the Group
- Be an expert in all the end user technologies used by Rinnai Corporation
- Monitor the help desk application for incoming requests, respond and assign them according to preset criteria
- Enter service tickets into the help desk application for requests received via telephone, walk up or email
- Respond, follow up and document service tickets as prescribed by service level agreements and standard operating procedures
- Generate Reports as requested by management
- Perform software installations and updates
- Act as a liaison for vendors related to end user hardware and software technologies
- Coordinate efforts with 3rd party support (PC hardware, application software, telecommunications, etc.) when appropriate
- Stay abreast of latest productivity and support technologies
- Embrace and support growing business demands in a changing environment
- Various projects as requested
- Awareness and compliance of Company Policies and Procedures
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EXPERIENCE/QUALIFICATIONS |
EXPERIENCE
Experience: At least 5 yrs experience in a helpdesk environment is required, as is support experience with Windows XP, Microsoft Outlook, Microsoft Exchange, VPNs and Antivirus programs. Telephone and voice mail systems experience is also a requirement.
Special Requirements: Availability for possible for shift work, 24-hour on-call, and stand-by. Some travel to branch offices is required.
Certificates: Certification in computer science, application development, database management, or telecommunications specialty programs may be considered in meeting the education and experience guidelines. Certification in one or more of the current end user technologies is highly desirable.
EDUCATION REQUIREMENTS
Bachelor’s degree with major course work in information systems, computer science, business administration or a closely related field or equivalent work related experience.
SKILLS
- Expert level familiarity with all aspects of the IT helpdesk; including Service Level Agreements, other helpdesk metrics, and the submission and resolution of service tickets; the ability to communicate and troubleshoot technology issues via telephone and remote control software
- The ability to establish effective working relationships with all levels of the organization; understand and carry out oral and written directions; discern what level of support is needed when a problem is presented; perform research and prepare statistical information; expert level skills with a wide variety of telephone and computer hardware and software; ascertain facts through testing and observation, analyze methods and procedures, and test system segments to determine requirement adequacy; assist departments in identifying technology needs and solutions; develop and recommend cost effective technical system improvements.
- Contributes positively to organization’s culture
- Ability to make sound judgment and work as a team player.
- High level of integrity and commitment of completing department/organizational objectives.