IT Helpdesk Support Specialist

RESPONSIBILITIES INCLUDE:

• Respond to user requests via telephone, email, via remote access, and in-person.
• Diagnose and resolve advanced information technology hardware and software issues. Stay current with technological trends related to the FMP environment.
• Develop and maintain a professional level of proficiency with Information Technology and Factory Motor Parts specific systems and technologies.
• Identify and escalate situations requiring urgent attention.
• Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.
• Work with Help Desk colleagues to research and document problem resolutions.
• Work independently to research and resolve complex technical issues.
• Work with Help Desk colleagues in researching and writing documentation and policy.
• Provide primary technical support to Factory Motor Parts employees
• Occasionally travel to locations to provide assistance in urgent situations.
• Develop and maintain knowledge of Factory Motor Parts departmental roles and responsibilities.
• Performs other related duties as assigned.

SKILLS AND ABILITIES:

• Ability to communicate and interact successfully with employees and to develop and maintain positive professional relationships with colleagues.
• Attention to detail.
• Ability to research and report on problems, solutions, products and vendors.
• Creative thinking and problem solving.
• Ability to capture and communicate the context of a situation
• Excellent oral and written communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
• Ability to work both independently and as a team member.
• Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.

MINIMUM EDUCATION AND EXPERIENCE:

Associate's degree or equivalent experience and 1-3 years in a help desk or other technical support role.