Technical Support Analyst - Tier 1

Winsupply•Moraine, OH

About The Position

Winsupply is in the business of creating and enabling entrepreneurs to achieve their dreams through wholesale distribution. Winsupply is a group of over 670 locally-owned companies that operate across a variety of industries, including HVAC, Plumbing, Electrical and more. The purpose of the support services campus is to eliminate obstacles and provide support to help our entrepreneurs succeed. Support service employees assist entrepreneurs in achieving their dreams through finance, accounting, IT, and other back-office operations. Job Description Position Summary The purpose of the Tier 1 Technical Support Team Member is to assist customers who are experiencing difficulty with the use of IT applications, products, or services. Complex/high priority problems are elevated to Tier II Technical Support Team Members for resolution when needed, but the Tier 1 Technical Support Team Member is responsible for ensuring that an effective solution is provided to the user.

Requirements

Associate’s Degree in a IT related field preferred
1-3 years of technical support experience required
Work experience in a call center/help desk environment preferred
AS 400 knowledge preferred
Working knowledge of Windows Operating Systems required
Working knowledge of Microsoft Office applications preferred
Good typing skills
Good documentation skills
Excellent problem-solving skills
Strong interpersonal skills to effectively handle customers in a positive, service-oriented fashion
Strong verbal and written communicator
Must possess good phone etiquette
Must be able to work well with others
Must be able to learn and support new and fast-changing technologies
Is detail oriented
Must possess good work habits under pressure

Nice To Haves

Associate’s Degree in a IT related field preferred
Work experience in a call center/help desk environment preferred
AS 400 knowledge preferred
Working knowledge of Microsoft Office applications preferred

Responsibilities

Answers incoming calls in a busy help desk environment – up to 500 calls per month
Works with remote sites on trouble issues – software/hardware
Troubleshoots each call and provides a resolution
Records required customer and problem information into the help desk ticketing system
Follows up on open tickets, updates the ticket notes accordingly, and keeps in contact with the end user until the issue is resolved
Closes tickets with the appropriate resolution notes after the issue is resolved
If needed, escalates tickets to Tier II Technical Support Analysts to help work towards a resolution
Supports and trains end users on Winsupply’s software programs
Performs basic AR audits
Performs daily morning and evening duties
Performs additional duties as assigned
Ability to work Monday – Friday 10am-7pm