White Cap Level 1 Service Desk in Atlanta, Georgia
White Cap Supply Holdings, LLC ("White Cap") serves as a one-stop shop providing concrete accessories and chemicals, tools and equipment, building materials and fasteners, erosion and waterproofing and safety products to professional contractors by meeting their distinct and customized supply needs in non-residential, residential and infrastructure end markets.
White Cap operates nearly 400 branches across the U.S. and Canada with approximately 7,000 employees, and offers nearly 450,000 SKUs to approximately 150,000 customers. White Cap includes the Brafasco and NCA brands in Canada and multiple brands that fall under Construction Supply Group.
White Cap was previously known as HD Supply Construction & Industrial and became an independent company in October 2020.
Job Description & Qualifications
Responsible for operational efficiency at all company locations by providing point-of-contact support for all computing hardware and software. Ensure that all Information Security policies and procedures are followed. Responsible for user account administration in a multi-platform environment.
Major Tasks, Responsibilities, and Key Accountabilities
Responds to phone calls, email or web tickets; resolves issues and supports all existing computer systems.
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 important access control documents through electronic media, filing, and other forms of storage.
Troubleshoots printers, passwords, email, Standard Windows Applications, internet access, network connectivity issues, etc.
Assists with the setup of new PCs. Performs tasks, such as creation and configuration of user logon IDs, updating user access, and terminating user access. Troubleshoots system access, problems, and failures.
Ensures the Help Desk maintains exceptional customer service by meeting or exceeding established service level agreements (SLAs). Provides updates and completion information to the Senior Help Desk Associate
Provides after hours on-call support based on an established rotating schedule.
Participates in QA and UAT testing. May provide training to user base on new or revised functionality.
Nature and Scope
Refers complex, unusual problems to supervisor.
Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor.
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
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.
Typically requires overnight travel less than 10% of the time.
Education and Experience
HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility.
Preferred Qualifications & Job Specific Details
Associate's degree in technical discipline and/or technical certification; A+, MCP, and/or MCDST preferred
Familiarity with Oracle or other ERP Applications
Experience with Windows 10 or other Operation Systems (MAC OS), MS Office, Zoom or other conferencing software
Excellent communication skills and Customer Service skills are required
Job Locations US-GA-Atlanta
Posted Date 2 weeks ago (11/23/2021 1:10 PM)
Job ID 2021-47951
Business Unit Construction Industrial WC
Functional Area Information Technology
Remote Position? No
Position Type Full-Time
White Cap is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. White Cap 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.