Job Description

Responsible for the first level customer support and user Client Services Desk support.  The Client Services Desk is the single point of contact for our customers.  First level support consists of resolving simple and intermediate service issues in a timely manner.  Issues requiring in-depth problem solving skills or programming skills will be escalated to the next level of support for resolution.

PRINCIPAL FUNCTIONAL RESPONSIBILITIES:

• Analyze, troubleshoot, and resolve user and customer Client Services Desk problem tickets in a timely manner.
• Assist technical services team as required.  May include building and configuring computers and installing hardware and software.
• Communicate resolution of Client Services Desk calls to appropriate users and customers.
• Confer with and advise colleagues of technical problems and processes.
• Work jointly with other information groups and business units to coordinate activities.
• Focus efforts on continuous improvement looking for ways to streamline processes and to improve customer satisfaction.
• Document Client Services Desk processes as necessary.
• Log all calls/issues in the Client Services Desk tracking system along with resolutions.
• Submit knowledge documents for all resolutions not already contained in the knowledgebase. Update all existing documentation that is not current.
• Maintain Client Services Desk metrics and provide reports to management.
• Monitor work using the management by planning (MBP) process.
• Visit plants, service centers, customers, and suppliers as necessary to gain a thorough business understanding.
• Monitor Legacy systems to insure they are operating correctly. When they are not, take corrective action.
• Participate in off hour on call problem resolution process.
• Provide backup coverage for 1st shift operations and 2nd/3rd shift Client Services Desk absences.  Will be required to work 2nd/3rd shift a minimum of 2 weeks per year.

ESSENTIAL QUALIFICATIONS AND SKILLS:

• Must be enrolled in a Bachelor’s Program
• Proficient computer skills required including knowledge of Windows, Microsoft Office products, Internet, printing.
• Proven ability to function with minimal direction in completing the responsibilities of position.
• Demonstrated ability to communicate clearly and effectively over the phone in a professional manner.
• Strong troubleshooting skills.
• Good written and verbal communication skills.
• Ability to prioritize and multi-task various and conflicting responsibilities.
• Strong organizational skills.
• Able to lift 50 lbs.

PREFERRED QUALIFICATIONS AND SKILLS:

• 1-3 years of information technology experience.
• Proficient computer skills required including knowledge of operating systems, network operating systems, importing and exporting of data, communications and AS400.
• A+ Certification
• Network+ Certification
• Oracle experience.
• Previous experiences on an Information Systems Help Desk.
• Experience with remote user support, VPN and wireless technologies.
• Previous Customer Service experience.

Shift

Full or Part Time

Part time

Cabinetworks Group (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Cabinetworks Group is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish

E-verify Right to Work Poster: English, Spanish