If you want to work with a purpose-driven organization that has a family culture, keep reading! Famous is a place for positive, growth-oriented, high-performers, not someone who’s just interested in another “job” where time is traded for pay.
If this resonates with you, click “Apply” and find out why Famous has been named a Top Workplace every year for over a decade!
The Help Desk, Tier 2 is responsible for providing advanced technical assistance and support related to computer systems, hardware, and software. This position responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. Gain insights into day-to-day activities through analysis of reports and logs.
Responsibilities
- Provide phone and desk-side in-person support
- Resolve level two issues/problems and escalate issues to other IT staff when necessary
- Provide guidance training and documented processes to other HelpDesk members
- Create and maintain support documentation and procedures
- Follow run book procedures when responding to incidents
- Support inventory and asset management process
- Participate in the on-call weekly rotation outside for after hours support
- Assist with onboarding and set up of new users; provide training on IT policies, PCs, phones, logins
- Participate in projects as needed and adhere to project plans
Technical Skills
- Microsoft Windows 10/11
- Solid networking skills/knowledge
- Office 365
- Some MacOS is a plus
- Mobile phone (Android/iOS)
- Jira/Confluence
- VPN (client-side)
- Ability to diagnose and resolve advanced technical issues
- Customer-oriented and service-minded
- Install, configure, and maintain various software applications
- Develop scripts for automation tasks
- Excellent verbal and written communication skills
- Provide Support for video and collaborations issues
Experience
- 3-4 years of IT Support and/or Help Desk experience preferred
Top Skills
What We Do
Famous Supply is a fourth generation family-owned wholesale distribution company of HVAC, Plumbing, Industrial/PVF, and Building Products.
Since 1933, Famous has grown into a large regional distributor that operates through its 35 locations: 1 Central Distribution Center, 2 Regional Distribution Centers, 12 Kitchen and Bath Showrooms and 18 classrooms primarily throughout Ohio, Western Pennsylvania, and West Virginia. Famous Supply supports the residential, commercial, industrial, and institutional markets for new construction, replacement, repair, remodeling, parts, and service. In addition, Famous Supply offers an associate and customer training program called Famous University.
Our purpose is to build meaningful relationships for life! We strive for continuous improvement to service our customers more effectively and work hard to reach new customers in this ever-changing market. Over the years we have stuck with the philosophy of wholesale only. We feel it is important to continue to show our loyalty to our customer base.
Famous’ greatest asset is our people. Our management, sales, operations and support teams have extensive experience in the industry. We take pride in a job well done, and we encourage a culture of teamwork among all of our Famous associates, our customers, our manufacturers and other industry professionals. Our teamwork philosophy works because we treat everyone with respect. Our innovative approach to customer service, coupled with the knowledge and expertise of our factory-trained, professional Famous Supply associates means unbeatable service.
