SunSource and its family of companies represent 200+ locations and 3,000+ employees making up one of North America’s leading value-add industrial distribution companies. We provide customers with products and solutions within Fluid Power, Fluid Process, Fluid Conveyance, General Industrial Components, and Industrial Service & Repair. www.sun-source.com
Position Summary
It’s an exciting time to be a part of SunSource, we are a growing company seeking a highly talented and passionate Service Desk Analyst to assist with managing incidents, service requests and communication for our associates. This position will support our associates to improve our user experience and optimize user productivity. A successful candidate must be customer focused, be a strong problem solver and an effective communicator in a fast-paced environment.
Responsibilities & Qualifications
Key Responsibilities
· Diagnose and resolve incidents for diverse environment of hardware, software, and applications platforms Creating incidents and service requests on behalf of customers.
· Execute provisioning activities associated with onboarding and off boarding employees.
· Administration of active directory, 0365 environment, CRM applications and ERP platforms.
· Contribute to the development of knowledge base information to improve self-service portal.
· Processing incidents and service requests initiated by customers using either the Self-Service Portal, email, or telephone.
· Apply enterprise service desk standards for accurate prioritization, categorization, and communication of incidents.
· Triage incidents accordingly and bringing them to a resolution in accordance with established enterprise service desk SLA’s.
· Participate in complex, specialized technical investigations to determine system and design standards and performance parameters for new products, platforms and associated network technologies, software, and systems.
· Administration of all computer hardware and software procurement.
Key Competencies
Planning and Organizing: Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities, goals and timetables to achieve maximum productivity. Self-starter with excellent organization, administrative, interpersonal skills and project management
Collaborative Leadership: Promotes and generates cooperation among one’s peers in leadership to achieve a collective outcome; fosters the development of a common vision and fully participates in creating a unified leadership team that results.
Accountability: Demonstrates an understanding of the link between one’s own job responsibilities and overall organizational goals and needs, and performs one’s job with the broader goals in mind.
Customer Focus: Demonstrates concern for meeting internal and external customers’ needs in a manner that provides satisfaction for the customer. (“Customers” can be co-workers, peers or management as well as external consumers of a service such as students, parents, or community members.)
Communication: Creates an atmosphere in which timely and high quality information flows smoothly both up and down the organization, inside the organization; encourages open expression of ideas and opinions. Excellent communication, presentation and relationship skills, especially the ability to articulate advanced technical topics and build consensus among business and technical constituents
General Education and Experience
· Associates Degree or higher in computer science, information systems, or related field, or equivalent work experience
· 3 to 5 years of Hands-on experience in Helpdesk supporting Active Directory, O365 environment, Equipment, printers/other peripherals and different Software set ups.
· Experience working in highly diverse product environments
· Experience participating on IT project teams and post project support.
· Experience supporting and administering Microsoft stack of products, CRM and ERP environments
· Preferably experience in Distribution and/or Manufacturing
· Preferably experience with ITIL Service Desk best practices
· In-depth and current knowledge of computer and mobility hardware and software
· ERP Administrator/Operator experience a plus
· Demonstrate ability to learn new application platforms
· Ability to Multitask and work well under pressure in a team environment.
· Advanced collaboration, communication, and interpersonal skills
· Excellent analytical and problem-solving skills
· After hours availability and travel may be required
We are an Equal Employment Opportunity Employer M/F/V/D. WE PARTICIPATE IN E-Verify. If you are an individual with a disability and require an accommodation to complete the application process, please contact [email protected] to request reasonable accommodation. Only requests for accommodations in the application process will be returned. Sun-Source | Privacy Policy
