IT Technical Support (938)

ABC Supply is North America’s largest wholesale distributor of exterior and interior building products.

ABC Supply is proud to be an employee-first company. In fact, we have won the Gallup Great Workplace Award every year since its inception in 2007, and Glassdoor has named us one of the best places to work in the country. Be part of a company that recognizes your talents, rewards your efforts, and helps you reach your full potential. At ABC Supply, we have YOUR future covered.

The overall objective of the Service Desk Associate I is to provide our Associates with a wide range of technical support and consulting. This role is the front-line technical system support and is a focal point for all problems with hardware and basic software application problems. The Service Desk Associate I will also (A) provide expert technical support and system services supporting ABC Supply’s Point of Sale systems, Microsoft and Apple hardware, printers, telecommunications, network, Microsoft Active Directory Services, email, and mobile technologies, (B) resolve problems and monitors activity in correcting problems related to software, hardware, and networking to ensure satisfactory results, and (C) may also troubleshoot issues, diagnose issues and record patterns for further investigation.

The duties and responsibilities of the Service Desk Associate I include:

Become proficient in the support activities for ABC Supply technologies, including, but not limited to:

• Workday (Service Desk utilization)
  • Time tracking.
  • Learning Resources for supported applications.

• ServiceNow (Service Desk utilization)
  • Incident/Request handling.
  • Search Knowledgebases and past incidents.

• Phishing email
  • Investigate phishing emails elevated for maliciousness.
  • Interact with Associates to ensure their hardware and accounts are secure.

• Active Directory
  • Password resets using both the Identify Verification tool and ServiceNow.
  • Fulfill access requests for all supported applications.
  • Create temporary and permanent accounts as requested.

• Complete daily associate change forms
  • Active Directory updates.
  • Exchange set up.
  • POS / Agility account provisioning.
  • Associate terminations.
  • Bectran provision.
  • OnBase provisioning.
  • Other duties as assigned.

• Point of Sale (POS)
  • Address disconnected sessions.
  • Release “in use” messages.
  • Resolve printer/report writer issues.
  • Setup new or replacement printers.
  • Workstation configuration.
  • Varied off devices.
  • Associate account provisioning.
  • Address locked records.

• Agility
  • Reset passwords
  • Non-standard access requests.
  • Troubleshoot HAL (Hosted Agility Launcher).

• Exchange/Outlook
  • Email Aliases
  • Blocked email support (Mimecast).
  • Remove quarantined devices.

• Okta
  • Unlock accounts.
  • MFA reset.
  • Remote access requests.

• Hardware support
  • Generate and track eMaint tickets for eRoad and SmartDrive.
  • Generate and track Scantron tickets for printer/copier maintenance.
  • Credit card machines.
  • Computer hardware and peripherals.

• Network/Telephony
  • Troubleshoot branch network problems.
  • Troubleshoot branch phone issues.

• Citrix and related applications
  • Disconnected sessions.
  • Application provisioning.

General Support Skills:

• Provide timely support to Associates via phone, email, and self-service portal.
• Document Interactions, Incidents, and Requests outlining triage notes, caller updates, and resolution.
• Collaborate with other team members to resolve issues, either assigned to them or other team members needing assistance.
• Follow Knowledgebase Articles guiding toward issue resolution. 
• Interact with other departments when escalating issues to Level 2+.
• Interact with 3rd party vendors when necessary to coordinate resolution.
• Other duties and responsibilities as assigned.

Key competencies:

• Superior time-management and organizational skills.
• Excellent oral and written communication skills.
• Strong interpersonal skills.
• Competent documentation skills.

Education:

• High school diploma or equivalent required.
• Earned or in-progress IT-related degree and/or certification.

Certificates and experience:  

• 0-1 years of IT support experience.
• Bi-lingual (English/Spanish) is preferred but not required.
• MacOS experience is preferred but not required.

Benefits may include:

• Health, dental, and vision coverage - eligible after 60 days, low out-of-pocket.
• 401(k) with generous company match - eligible after 60 days, immediately vested.
• Employer-paid employee assistance program.
• Employer-paid short-term and long-term disability.
• Employer-paid life insurance.
• Flex spending.
• Paid vacation.
• Paid sick days.
• Paid holidays.

Equal Opportunity Employer / Drug-Free Workplace

​

ABC Supply values diversity, and we actively encourage women, minorities, and veterans to apply.