HD Supply Desktop Support Associate in Atlanta, Georgia

Company Overview:

HD Supply ( www.hdsupply.com ) is one of the largest industrial distributors in North America. The company provides a broad range of products and value-add services to approximately 500,000 customers with leadership positions in maintenance, repair and operations, water infrastructure and residential and non-residential construction sectors. Through approximately 500 locations across 48 states and six Canadian provinces, the company's approximately 13,000 associates provide localized, customer-driven services including jobsite delivery, will call or direct-ship options, diversified logistics and innovative solutions that contribute to its customers' success. With an active commitment to the communities in which we operate, HD Supply associates are part of a thriving organization that supports the virtues of wellness, diversity and inclusion – all of which are top priorities for the company. Equally as important is empowering our associates to grow professionally while providing competitive benefits and compensation. If you’re ready to find a rewarding career and achieve your full potential with a growing industry leader, HD Supply is ready for you!

Job Description & Qualifications:

Job Summary

Ensure operational efficiency of all HD Supply locations by providing Level 2 support for all computing hardware and software. Troubleshoot all technical issues escalated by Level 1 Agents.

Major Tasks, Responsibilities and Key Accountabilities

  • Responds to inbound phone calls, email, or web tickets; provides proactive service in the diagnosis and resolution of all incidents, problems, and requests for all existing computer hardware and software, output devices, mobile devices, and ERP applications.

  • Works to meet agreed Service Level Agreements.

  • Ensures the Help Desk maintains a high level of customer service. Trains and mentors Help Desk Analysts.

  • Makes recommendations to streamline support processes. Maintains knowledge base.

  • Assists in the coordination of IT support to ensure that problems are resolved promptly and effectively by accurately escalating incidents to correct level 2 support when appropriate.

  • Maintains documentation of work history of personal computers and equipment.

  • Sets up new PCs. Troubleshoots printers, passwords, emails, Standard Windows Applications, Internet Access, network connectivity issues, etc.

  • Provides on-call support after hours based on established rotation schedules.

Nature and Scope

  • Refers complex, unusual problems to supervisor.

  • Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior co-worker or supervisor.

Work Environment

  • Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

  • Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

  • Typically requires overnight travel less than 10% of the time.

Minimum Qualifications

  • Must be eighteen years of age

  • Must pass the Drug Test

  • Must pass the Background Check

  • Must pass pre-employment tests if applicable

Education and Experience

  • HS Diploma or GED,strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility.

Preferred Qualifications & Job Specific Details:

Skills Required:

  • Good understanding of Microsoft Windows 7/8/10 Enterprise.

  • Experience with Microsoft Deployment Toolkit (MDT) or other PC imaging technologies.

  • Experience with both manual and automated software installation methods.

  • Thorough understanding of migrating user data and settings to new PCs.

  • Ability to upgrade desktop and laptop computers with RAM, hard drives, network interface cards, etc.

  • Familiarity with Microsoft products such as Office, Internet Explorer, SharePoint, etc.

  • Experience with TCP/IP networking and the ability to troubleshoot a variety of network devices like computers, printers, and more.

  • Able to work independently and as a team member

  • Good verbal and written communication skills

Experience Required:

  • 2+ years’ experience with Client Technology Support in an Ethernet based TCP/IP Network environment

  • Experience installing, configuring, upgrading and repairing Windows desktop, and laptop computers.

  • Experience in using PC imaging software including MDT

Preferred Qualifications

  • Associate's degree in technical discipline and/or technical certification; A+, MCP, and/or MCSE preferred.

  • Bachelor's degree preferred.



Job ID 2016-19804

Business Unit Corporate GSC

Posted Date 10/12/2016

Functional Area Information Technology

Job Locations US - GA - Atlanta

Remote Position? No

Position Type Full-Time