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Job Details

Service Desk Specialist

Company name
FFF Enterprises, Inc

Location
Temecula, CA, United States

Employment Type
Full-Time

Industry
Education, Help Desk

Posted on
Jan 15,2019

Valid Through
Apr 30,2019

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Profile

Provides front-line technical support to end users to maximize service levels in all areas of technology. Ability to install new client workstations and maintain/troubleshoot existing hardware and software. Analyze user specifications for hardware and software. Document and monitor all upgrades to existing workstations. Handle telephone calls from users having technology related problems. Communicates with users to determine source of specific error and recommends solution. Communicates with Technology staff members to help resolve complex problems. Tracks end-user computer problems to help analyze user and Technology efficiencies.

Principal Accountabilities:

Responsible for being front-line technical support on all software and hardware questions.

Knowledge of Dell Kace Service Desk application or similar products; Maintain Dell Kace Service Desk program application to help prioritize projects and track technology resource usage.

Responsible for handling all calls and trouble/request tickets rapidly; Coordinate referrals to appropriate technology personnel for follow-up, when necessary.

Primary support for VPN questions and problems; Assist remote users through VPN.

Assist in the installation and configuration of new PC's (both hardware and software) for employee workstations. Assist in troubleshooting application and operating system issues.

Maintain a user call-log database to help facilitate quicker problem resolution and achieve a higher-level of support to end-users.

Responsible for any physical equipment moves and changes.

Update changes to FFF's Network Information Documentation List.

Assist in monitoring print queues and try to resolve printer issues.

Ability to troubleshoot printing and user logon problems.

Examine hardware problems and make repairs and/or adjustments.

Responsible for computer and hardware inventory management.

Prepare, maintain, file and track documentation for technology department.

Prepare on-going communications to users through various formats.

Assist in monitoring and resolving faxing issues using the Right Fax system.

Perform minor printer and fax machine repairs and cleaning.

Ability to troubleshoot telephony equipment including cell phones and Mitel desk phones and switchboard.

Maintain hardware inventory.

Assist in the formulation and maintenance of department policies, procedures and forms, network and systems documentation, vendor contact database.

Participate in projects, as needed.

Assist in informing all personnel, as needed, of changes in the production schedule and/or scheduled or unscheduled downtimes.

Continuously strive to improve processes, service quality to internal and external customers, and employee relations.

Comply with the policies and procedures stated in the Injury and Illness Prevention Program by always working in a safe manner and immediately reporting any injury, safety hazard, or program violation.

Ensure conduct is consistent with all Compliance Program Policies and procedures when engaging in any activity on behalf of the Company. Immediately report any concerns or violations.

Display dedication to the position responsibilities and achieve assigned goals and objectives.

Other duties as assigned.

Dimension:

Annual sales of $1.7 Billion Dollars

Supports 350 end users in three divisions.

Supervisory Responsibilities:

None

Knowledge, Skills and Abilities:

The incumbent must have excellent communication skills with personnel at all levels and the ability to project a supportive image of the Technology department; possess skills in organizing and prioritizing work; able to install and troubleshoot software and hardware; extensive knowledge of Microsoft Windows 7 and 10, Office 2010, and Dell Kace help desk application is helpful; working knowledge of Microsoft office apps Word, and Excel. Thorough understanding of a Microsoft Windows client environment.

Incumbent must become proficient in handling first line support for all FFF and NuFactor line of business and user productivity applications.

Ability to multitask and work in a fast paced environment; Must be able to work in a team environment.

Represent the Company in a professional manner and appearance at all times.

Understand and internalize the Company's purpose; Display loyalty to the Company and its organizational values.

Display enthusiasm and dedication to learning how to be more effective on the job and share knowledge with others.

Work effectively with co-workers, internal and external customers and others by sharing ideas in a constructive and positive manner; listen to and objectively consider ideas and suggestions from others; keep commitments; keep others informed of work progress, timetables, and issues; address problems and issues constructively to find mutually acceptable and practical business solutions; address others by name, title, or other respectful identifier, and; respect the diversity of our work force in actions, works, and deeds.

Education and Experience Desired:

College degree or certification in computer science desirable and or a minimum of three (3) years of information systems experience in a support/help desk environment is a must; network and telecommunications experience desired; Microsoft certifications desired; previous teaching experience is a plus.

Typical Office Environment:

No unusual exposures.

Equipment Used:

Operate office equipment.

Physical Requirements:

While performing the duties of this position, the employee may be required to setup and or work on workstations under desks, arrange cabling to keep it clean to prevent potential accidents, and troubleshoot various types of hardware. This position also requires a lot of walking up and down stairs, kneeling and or crawling under desks or cubicles. Requires the ability to lift equipment that could weigh up to 40lbs.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions of this position.

EEO/AAP Statement:

If you are applying for a job and would like to make a request for a reasonable accommodation during any part of the employment process, submit an email to Human Resources at mmiller@fffenterprises.com

or call (951) 296-2500 extension 1391. Please include your contact information along with the specifics of your request for a reasonable accommodation. Only inquiries regarding a reasonable accommodation request will receive a response via email or phone in a timely manner.

FFF Enterprises is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Read about our excellent employee benefits package

Contact Human Resources:

To apply for a job opening, please email your resume

and cover letter to resumes@fffenterprises.com

or fax them to (951) 296-2565

Company info

FFF Enterprises, Inc
Phone : 800.843.7477
Fax : (951) 296-2565
Website : http://www.fffenterprises.com

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