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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:
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.
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.
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
Preferred Qualifications & Job Specific Details:
We’re looking for an excited, experienced, passionate and professional Help Desk (Level II) to join our team. You’ll collaborate with our business partners and across multiple groups to get the job done.
Attributes that describe you:
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
Stuff your great at:
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
Experience that might be useful:
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 1/30/2017
Functional Area Information Technology
Job Locations US - GA - Atlanta
Remote Position? No
Position Type Full-Time