Help Desk Support Specialist

About the role

Franklin International, a leading manufacturer of adhesives, coatings, and sealants, is seeking a Help Desk Support Specialist. This position provides initial Help Desk support for business applications.

Responsibilities

• Maintains computer, fax, and phone system functionality by responding to user calls, emails or chat requests for support in compliance with company policy.
• Gives technical instructions in lay terms.
• Troubleshoots, replaces, evaluates and configures devices, specialty software and unique service requests.
• Enters Incident Report tickets into Helpdesk database.
• Provides clear written and spoken information about a problem, issue, or event to the appropriate IS analyst for further problem resolution, if needed.
• Fulfills all service level standards for response time and quality.
• Ensures end users have proper software, hardware, and peripherals by implementing maintenance, upgrade and installation plans for PC replacements.
• Monitors IS hardware and software inventories.
• Enters hardware and software inventory data into the Helpdesk Inventory database.
• Trains end users on office equipment, hardware and software, as needed.
• Works with Help Desk, IS personnel and Corporate Services to co-ordinate and complete the installation of computer facilities for new hires and for office moves.
• Aids management with information related to external audits of hardware, software, documentation and reporting.

Requirements

An Associate of Science degree in Technology or equivalent experience is required. Experience with PC repair and support service along with a working knowledge of Windows operating systems and the MS Office Suite applications is preferred.

Qualifications

• Excellent technical, interpersonal skills.
• Good written and verbal communication skills.
• A high degree of analytical and organizational skill.

Skills

• Technical skills
• Interpersonal skills
• Written and verbal communication skills
• Analytical and organizational skills

Benefits

Franklin International offers an award-winning benefits program including medical, dental, and vision insurance, a free on-site fitness center, nurse health coach, 529 Plan matching, and adoption support. Our average employee tenure is over twelve years.

Pay

Details on pay are not specified in this posting.

Schedule

Details on schedule are not specified in this posting.