Help Desk Technician

Swift Transportation•Phoenix, AZ

10d•$19 - $26•Onsite

About The Position

Swift Transportation has been an Industry leader for many years with a profound history dating back to the 1960s. Swift is the largest truckload carrier in America with various locations throughout the nation that allow our drivers, shop employees, and office staff to cultivate strong connections. We are a company that is passionate about continual learning and improvement which in turn, allows for a diverse amount of advancement and growth opportunities. We place a strong emphasis on culture because we strongly believe that it is a key contributor in achieving overall results here at Swift.

Requirements

Previous work experience preferred.
Must possess strong communication skills.
Must be able to professionally interact with all employees.
Must possess ability to utilize previous experience in providing solutions.
Must be able to provide good customer service to all employees who need help desk assistance.
High School Diploma or equivalent required.

Nice To Haves

Associates in Information Systems or related field preferred.

Responsibilities

Act as liaison between customer and IT department; be first point of contact for end-users, answer first-line questions and provide direction, perform general queries requested by customers, provide basic trouble-shooting and simple solutions to enable continued use of internal IT systems.
Respond to requests for technical assistance by phone, email and/or using a help desk management system.
Provide first line response for users requiring assistance with information technology issues and problems (calls, walk-ins, e-mails, etc.)
Complete tickets to track information technology related problems.
Monitor the performance and utilization of all system hardware, software and networks; ensure the proper utilization, performance and highest availability of resources including but not limited to: CPU cycles, disk space, response time and network connections.
Track issues from start to resolution, updating the internal knowledge-base and/or communicating outcomes with relevant business units.
Escalate more involved problems to the appropriate tier level support teams; act as a liaison between customers and technical escalation teams and conduct follow up as appropriate.
Update daily status reports and shift handover reports.
Maintain knowledge of the Information Technology Infrastructure Library (ITIL) methodology, change leadership processes and risk leadership processes to improve trouble-shooting and problem resolution skills.
Refine and update technical and business skills through work assignments, advanced technical and business training, attending professional and business industry conferences and actively participating in professional organizations.
Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations; develop and maintain positive working relationships with all company departments.
Proactively work to assist others in achieving the organization's objectives.