Service Desk Administrator

It's fun to work in a company where people truly BELIEVE in what they're doing!
We're committed to bringing passion and customer focus to the business.
FHI is growing rapidly and seeking a rockstar Service Desk Administrator to join our team.
FHI is proud of our reputation for employing the industry’s most reliable warehouse professionals. We go the extra mile to develop and retain quality associates and offer a career path to leadership roles with more excellent pay — an approach our customers acknowledge and appreciate.
About This Role:
The Service Desk Administrator will partner with leadership within our IT department to strategically monitor incoming requests from our associates while providing the best customer service.
A Successful Service Desk Administrator:

• This hourly non-exempt level position requires the ability to work regular business hours to accommodate operational needs. It involves independent judgment and discretion in decision-making consistent with FHI's Purpose, Vision, and Values.
• Field incoming help requests from end users via telephone, e-mail, and in person with world-class customer service.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Build rapport and understanding of problem details from help desk customers.
• Prioritize and schedule problems for resolution. Escalate issues (when required) to other appropriately experienced IT Professionals.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful efforts and actions taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform hands-on fixes at the device level, including installing and upgrading software and installing hardware.
• The candidate will perform preventative maintenance, including checking and cleaning workstations, printers, and peripherals.
• Test resolutions to ensure the problem has been resolved when possible.
• Develop help desk solutions and frequently asked questions lists for end users.
• Maintain Knowledge base for internal resolutions and external resolution instructions for end-users.
• Ability to travel for special project assignments.

This is not a comprehensive listing of tasks or activities, duties or responsibilities required of the associate.
Duties, responsibilities, and activities may change at any time with us without notice at the discretion of
management.
Physical Requirements:
You are required to sit for extended periods with limited physical exertion. Use of standard office equipment in typical office environments/conditions.
Ability to use close and distance vision to focus on a computer screen for the workday.
Ability to bend, lift, twist, pull, and push boxes and packages to handle and set up computer hardware, servers, etc.
Preferred Qualifications:

• CompTIA A+, HDI, MCDST
• One year in a technical support position

Additional Location:
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Location: 310 N Judd Parkway NE, Fuquay-Varina, NC 27526

Location: 310 N Judd Parkway NE, Fuquay-Varina, NC 27526

Job Type: Full-time

Pay: $26.50 per hour

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Work Location: In person