Helpdesk Support Technician

Company: The Cornwell Quality Tools Co
Location: Wadsworth
Posted on: March 18, 2023

Job Description:

Description:*SUMMARY OF POSITION*
Primary responsibility is to supply support to users of business software applications and related technology. Will be involved with help desk support in terms of answering questions, diagnosing and troubleshooting problems, managing and escalating cases, and general communications with internal users and outside dealers. This position requires working a schedule of 11a-8p Mon-Thu and 9a-6p on Friday. This position allows the option of remote work after an initial training period at the discretion of the supervisor.
*ESSENTIAL DUTIES AND RESPONSIBILITIES*

* Function as the first line of support for the dealer and corporate user community and the Cornwell IT department as it relates to performing day-to-day operations.
* Possess a comprehensive understanding of the Cornwell dealer business application.
* Provide the initial review and response to all communications (phone, email, etc.) from Cornwell dealers or internal system users who are having issues or in need of assistance with their business applications, including the IBN and MM1 systems, as well as internal ERP and CRM applications. This includes asking questions and utilizing remote screen sharing technology to fully comprehend the details of the problem.
* Utilize business and technical knowledge to diagnose and resolve each dealer issue. Must be able to thoroughly document the specifics of the problem for technical and non-technical audiences.
* Thoroughly document specific details of each case and follow established procedures related to ongoing case management.
* Act as the advocate for the end-user regarding marshalling the resolution to each problem internally, including interaction with members of the IT and Sales teams.
* Exhibit tact and courtesy in verbal communications with our end-users when gathering details and addressing issues, as well as exercising patience with non-technical users.
* Effectively communicating issue status and resolution to the end-user.
* Share in the accountability of overall dealer retention and satisfaction.
* Please note this job description does not cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

Requirements:*Education*

* High school diploma or general education degree (GED) / Associates degree preferred or equivalent experience.

*Schedule:*

* Monday - Friday 11:00 am to 8:00 pm / In Office Training and may work remote after training period.

*Experience*

* Minimum of 2 years' experience in a helpdesk support role.
* Ability to effectively utilize various communication technologies (phone, voice mail, email, etc.)
* 2 years' of experience working with multiple versions of Microsoft operating systems and business applications such as CRM, Excel, and Word.
* 2 years' of exposure to PC desktop support and setup, enterprise business applications, system networking and hardware principles.

*Specific Skills/Abilities*

* Excellent customer service skills
* Excellent communication skills
* Ability to learn quickly.
* Troubleshooting/critical thinking skills
* Ability to work under pressure.
* Adaptability
* Teamwork skills
* People skills

*Systems (hardware, software, computer, etc)*

* Microsoft Windows Desktop and Server OS
* Familiar with Office365
* File Sharing, DHCP, DNS
* Active Directory

*PHYSICAL DEMANDS*

* Physical Activities include: repetitive motions of the wrist, hand, or fingers, conveying with others, and hearing.
* Physical Requirements are sedentary work, which involves sitting most of the time. There is also the occasional exertion of 25 pounds of force.

*WORK ENVIRONMENT*

* Physical Conditions in which the worker is not substantially exposed to adverse environmental conditions.

* Equal Employment Opportunity Employer and Provider of Services

Job Type: Full-time%11786398% %%techsoftware%%

Keywords: The Cornwell Quality Tools Co, Cleveland , Helpdesk Support Technician, Professions , Wadsworth, Ohio