Employer: US Foods
US Foods is seeking a junior level technical individual to work with a team of other technical Service Desk Agents. This role will be responsible for answering incoming support calls from internal and external customers. It will serve as a point of contact for escalation for support issues by utilizing the Service Desk tools to enter data into the tracking system and the utilization of the solution database along with other business systems. This position may have interaction other with the Technical Support teams across the organization.
This position has been segmented as Remote Anywhere meaning the work is performed 100% Virtually/Remotely anywhere in the United States excluding Hawaii and U.S. Territories.
The work schedule for this position is: Tuesday through Saturday from 8:00pm-5:00am AZ time/(9:00pm-6:00am MT/10:00pm-7:00am CT/11:00pm-8:00am ET)
Responsibilities:
- Escalates problems to higher level technical support professionals when necessary.
- Works in a team setting, sharing information with others when necessary.
- Adheres to and implements policies, methods, and procedures for the effective management and control of the Service Desk function.
- Utilizes company resources to increase knowledge in the organization’s custom business applications, processes, software and technologies used.
- Interacts with the appropriate technical and professional services personnel to resolve ongoing problems.
- Entry level knowledge of at least 40 percent of the organization’s applications, technologies and operating systems as well as expert knowledge of company business processes and functionalities.
- Understands Service Desk activities and documented resolutions and can identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
- Implements and enforces escalation policies & procedures.
- Access knowledge data base and frequently asked questions resources to aid in problem resolution.
- Maintains current and highest level of technical skill in field of expertise as well as utilize company resources to increase knowledge in the organization’s custom business applications, processes, software and technologies used.
Education/Training:
- High School Diploma or equivalent required
- Bachelor’s degree preferred
- Certifications: ITIL Foundations certification preferred but not required
Related Experience/Requirements:
- Two years IT technical service/help desk experience is required
Knowledge/Skills/Abilities:
- HPSM (HP Service Manager) experience strongly preferred
- Entry level knowledge of Internet, Intranet, Mainframe and client/server environments
- Entry level knowledge in Incident Management processes
- Understands and follows IT key controls related to SOx and audit
- Ability to work various shifts which could include weekends, evenings and holidays (see above)
