IT Help Desk, Tier 2

Akron, OH

Full Time

Famous Supply

Mid Level

If you want to work with a purpose-driven organization that has a family culture, keep reading! Famous is a place for positive, growth-oriented, high-performers, not someone who’s just interested in another “job” where time is traded for pay.

If this resonates with you, click “Apply” and find out why Famous has been named a Top Workplace every year for over a decade!

The Help Desk, Tier 2 is responsible for providing advanced technical assistance and support related to computer systems, hardware, and software. This position responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. Gain insights into day-to-day activities through analysis of reports and logs.

Responsibilities

Provide phone and desk-side in-person support
Resolve level two issues/problems and escalate issues to other IT staff when necessary
Provide guidance training and documented processes to other HelpDesk members
Create and maintain support documentation and procedures
Follow run book procedures when responding to incidents
Support inventory and asset management process
Participate in the on-call weekly rotation outside for after hours support
Assist with onboarding and set up of new users; provide training on IT policies, PCs, phones, logins
Participate in projects as needed and adhere to project plans

Technical Skills

Microsoft Windows 10/11
Solid networking skills/knowledge
Office 365
Some MacOS is a plus
Mobile phone (Android/iOS)
Jira/Confluence
VPN (client-side)
Ability to diagnose and resolve advanced technical issues
Customer-oriented and service-minded
Install, configure, and maintain various software applications
Develop scripts for automation tasks
Excellent verbal and written communication skills
Provide Support for video and collaborations issues

Experience

3-4 years of IT Support and/or Help Desk experience preferred

What Makes Us Famous!

Health, Vision, and Dental Insurance
Paid Time Off (Vacation and Holidays)
Paid Maternity and Paternity Leave
401K Employer Match
Bonus Opportunity
Strong Culture through our 40 Fundamentals
Family Atmosphere
Health and Wellness Coaching
Fitness Reimbursement Program
Associate Referral Bonus Program
Learning and Development Opportunities
Leadership Development Program
Career Growth Opportunities

Famous Supply is a wholesale distributor committed to serving contractors, builders and remodelers in the HVAC, Plumbing, Building Products, Lighting, and Industrial/PVF segments.

Since 1933, Famous has been a family-owned business that treats its associates like family. Our 5 Core Values are Family, Trust, Communication, Teamwork, and Continuous Improvement. We bring those Core Values to life every day by practicing our 40 Fundamentals for Living the Famous Way (https://famous-supply.com/famous-40-fundamentals/)!

To learn more about what makes us Famous, visit Famous-Supply.com!

We continually strive to create a diverse work culture and seek applicants from all backgrounds to ensure we hire the best, most creative talent on our team. Famous Supply provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, genetic information, military service, or veteran status, or other legally protected characteristic under federal, state and local law, and prohibits discrimination and harassment of any type. Applicants must be lawfully authorized to work in the United States.

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