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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
Responsible for operational efficiency at all HD Supply locations by providing point-of-contact support for all information security applications. Ensure that all Information Security policies and procedures are followed. Responsible for operational and compliance requirements in a multi-platform environment.
Major Tasks, Responsibilities and Key Accountabilities
Serves as first-tier technical support in responding to and diagnosing problems, including problem recognition, research, isolation, and resolution steps with internal and external users. Interacts with appropriate personnel to resolve continuing problems.
Responds to phone calls, email or web tickets; resolves issues and supports all existing computer systems in regards to network security and information security.
Coordinates with support partners to ensure that problems are resolved promptly and effectively by accurately escalating incidents to correct next-level support when appropriate.
Utilizes an established ticketing system to maintain documentation and work history of open incidents throughout the ticket life cycle. Retains access control documents through electronic media, filing, and other forms of storage.
Troubleshoots customer issues regarding web proxies, email proxies, encryption, network access controls, anti-virus and other resident security applications.
Troubleshoots problems and failures with authentication and system access.
Maintains exceptional customer service by meeting or exceeding established service level agreements (SLAs). Provides updates and completion information to Information Security management.
Provides after hours on-call support based on an established rotating schedule when applicable.
Nature and Scope
Works in compliance with established procedures and/or protocols. Identifies and resolves readily identifiable, clearly defined problems. Demonstrates skill in data analysis, techniques by resolving missing/incomplete information, inconsistencies/anomalies in routine research/data.
Nature of work requires general supervision; exercises judgment. May be paired with a mentor. Work typically involves regular process checks or review of output by a coworker and/or supervisor.
May provide general guidance/direction to or train junior level support personnel.
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
Associate's degree in technical discipline and/or technical certification; required Security+ Familiarity, OSI model, HTML, anti-virus/anti-malware related application, encryption technologies, SEIM & log analysis, web/email proxies
Experience with ticketing systems, MS Office, Windows and Linux Operation Systems
Job ID 2018-26412
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.