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HD Supply (NASDAQ:HDS) ( 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 and specialty construction sectors. Through approximately 260 locations across 36 states and six Canadian provinces, the company's approximately 11,000 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
Supervise and coordinate activities of support staff that assist users with hardware/software questions and problems. Field calls and e-mails on technical problems, diagnose nature of problems, and guide customers through problem solving steps.
Major Tasks, Responsibilities and Key Accountabilities
Understands diagnostic troubleshooting and resolving information systems problems to minimize down time of applications and personnel.
Provides monitoring reports regarding performance, aging of tickets, call types, etc.
Coordinates problems with appropriate technical, professional, service personnel, and end user who reported issue.
Creates and manages escalation procedures and ensures service levels are maintained.
Serves as point-of-contact for escalation of support calls.
Completes trending analysis; implements projects to eliminate defects.
Partners with manager to motivate staff and deal with personnel issues.
Nature and Scope
Displays the highest level of critical thinking and analysis in bringing successful resolution to high impact, complex, and/or cross department problems. Makes prompt, sound decisions when faced with complex and often contradictory alternatives that result in successful outcomes.
Operates with considerable latitude. Situations may have little or no precedent requiring original or new concepts or approaches without guidance from others. Reaches decisions under conditions of uncertainty.
Develops or engages/directs others in developing innovative solutions to important, highly complex strategic and operating problems; cross department considerations are often present.
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.
Education and Experience
Preferred Qualifications & Job Specific Details
5-7 years of experience in a technical support role with increasing levels of responsibility.
Experience with ticketing systems.
Demonstrated experience with standard software applications, including MS Windows Operating Systems, MS Office, etc.
Associate's degree in a technical discipline and/or technical certification; A+, MCP, and/or MCSE preferred
Experience with MAC OS (Mountain Lion or newer)
Experience with Apple products such as Mac Pros, Macbooks, Mac Minis
Impeccable communication skills and professionalism
Experience supporting executive level
Experience working in a large enterprise organization
Familiar with iOS and / or Android preferred
Office 365 support including Team, SharePoint, and Webmail
Video Conference / Meeting support – WebEx, Cisco Spark, wireless video sharing
Job ID 2018-26277
Business Unit Corporate GSC
Functional Area Information Technology
Remote Position? No
Position Type Full-Time
HD Supply is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. HD Supply considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law.