IT Helpdesk Support Specialist

Factory Motor Parts Careers•Eagan, MN

4d•Hybrid

About The Position

This role provides primary technical support to Factory Motor Parts employees, responding to user requests via various channels including telephone, email, remote access, and in-person. The specialist will diagnose and resolve advanced hardware and software issues, stay current with technological trends relevant to the FMP environment, and maintain a high level of proficiency with IT systems and Factory Motor Parts specific technologies. Responsibilities include identifying and escalating urgent issues, documenting troubleshooting steps and resolutions in a ticketing system, and collaborating with colleagues on research and documentation. The role requires independent research for complex technical issues and occasional travel to provide on-site assistance. A thorough understanding of departmental roles and responsibilities within Factory Motor Parts is also expected, along with performing other related duties as assigned.

Requirements

Ability to communicate and interact successfully with employees and to develop and maintain positive professional relationships with colleagues.
Attention to detail.
Ability to research and report on problems, solutions, products and vendors.
Creative thinking and problem solving.
Ability to capture and communicate the context of a situation.
Excellent oral and written communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing.
Ability to work both independently and as a team member.
Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution.
Associate's degree or equivalent experience.
1-3 years in a help desk or other technical support role.

Responsibilities

Respond to user requests via telephone, email, via remote access, and in-person.
Diagnose and resolve advanced information technology hardware and software issues.
Stay current with technological trends related to the FMP environment.
Develop and maintain a professional level of proficiency with Information Technology and Factory Motor Parts specific systems and technologies.
Identify and escalate situations requiring urgent attention.
Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions.
Work with Help Desk colleagues to research and document problem resolutions.
Work independently to research and resolve complex technical issues.
Work with Help Desk colleagues in researching and writing documentation and policy.
Provide primary technical support to Factory Motor Parts employees.
Occasionally travel to locations to provide assistance in urgent situations.
Develop and maintain knowledge of Factory Motor Parts departmental roles and responsibilities.
Performs other related duties as assigned.