HD Supply Level II Technician in Atlanta, Georgia
Ensure operational efficiency of all company locations by providing Level 2 support for all computing hardware and software. Troubleshoot all technical issues escalated by Level 1 Agents.
Major Tasks, Responsibilities, and Key Accountabilities
Responds to inbound phone calls, email, or web tickets; provides proactive service in the diagnosis and resolution of all incidents, problems, and requests for all existing computer hardware and software, output devices, mobile devices, and ERP applications.
Works to meet agreed Service Level Agreements.
Ensures the Help Desk maintains a high level of customer service. Trains and mentors Help Desk Analysts.
Makes recommendations to streamline support processes. Maintains knowledge base.
Assists in the coordination of IT support to ensure that problems are resolved promptly and effectively by accurately escalating incidents to correct level 2 support when appropriate.
Maintains documentation of work history of personal computers and equipment.
Sets up new PCs. Troubleshoots printers, passwords, emails, Standard Windows Applications, Internet Access, network connectivity issues, etc.
Provides on-call support after hours based on established rotation schedules.
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.
HD Supply is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. HD Supply 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.