The Help Desk Assistant is the entry-level position in the Help Desk call center. The primary responsibility is to provide assistance with IT and Business problems within ArcBest, its subsidiaries, and outside customers.
Work holidays and/or hours needed to provide adequate staffing to assure 24/7/365 coverage.
Assist in the resolution of application, hardware, and software problems.
Escalate problems to higher-level technical support professionals when necessary.
Enter call data into the tracking system, ServiceNow.
Diagnose and resolve problems using documented procedures and checklists (from the Knowledge Base), in the performance of most responsibilities.
Provide and oversee Tier 1 software and hardware support.
Other duties and projects, as assigned.
Bachelor's Degree in Information Systems or other related field, preferred
1 year in a related field, preferred
Prior experience in customer service.
Proficient in Microsoft Office Suite, required
Comprehensive knowledge of PC hardware and software, required
Broad understanding of network technologies and troubleshooting device connectivity and equipment, required
Basic understanding of ABT IT, ABF and ArcBest's standards and procedures, preferred
Basic understanding of ABT IT, ABF and ArcBest's standards and procedures, preferred