Helpdesk Analyst I
POOLCORP
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Prescription drug coverage
- Flexible spending accounts
- Wellness programs
- 401(k) with company match
- Paid time off
- Paid holidays
- Life insurance
- Long-term disability insurance
- Paid parental leave
- Tuition education programs
- Bonus programs
- Employee stock purchase plan
- Employee discounts
Perks
- Remote work
Skills
About the Role
Looking to work for the best in the industry?
Look no further than POOLCORP, the world's leading distributor of outdoor living products. With over 445 Sales Centers in 13 countries and a team with more than 6,000 dedicated employees, we are committed to meeting the needs of our customers with pride and professionalism. Our network includes SCP Distributors, SCP Distributors International, Superior Pool Products, National Pool Tile, Pinch A Penny, and Horizon Distributors.
Why join POOLCORP?
We offer a wealth of opportunities for career growth and advancement, with comprehensive training programs to support your success. As a company, we value integrity, trust, diversity, and innovation, and we strive to foster a family-oriented, hometown culture that is supported by our strong, stable, and growing business. Join us today and experience the best of both worlds!
So, end your job search here – at POOLCORP – Where Outdoor Living Comes to Life!
You want Benefits? You’ve got it! Our generous benefits package includes:
Medical, Dental, Vision, and Prescription Drug coverage with Flexible Spending Accounts and Wellness Programs
401 (k) with generous company match
13 days of paid time off (PTO) & 8 Paid Holidays (NOTE: PTO increases with tenure!)
100% employer paid Life Insurance and Long-Term Disability Insurance
Paid Parental Leave
Fully Funded Tuition Education Programs
Bonus Programs that include Employee Recognition and Referrals, Summer Madness, and Annual Performance
Employee Stock Purchase Plan
Employee Discounts and much more!
We are seeking a highly skilled Help Desk Analyst I to join our team!
What to Expect?
Help Desk Analyst I respond to end-user requests for technical assistance by Phone, email, or ticketing system.
Troubleshoots and resolves basic computer, application, system, device, access or performance issues.
Being a Help Desk Analyst I uses established processes and procedures to document, track, and resolve reported problems and to meet operational service levels and standards.
Utilizes product information or solution database to research, troubleshoot, and deliver solutions.
Additionally, Help Desk Analyst I advises users on the methods, steps, and actions to resolve and avoid future issues and provides documentation as needed.
Escalates problems to appropriate levels or teams to achieve issue resolution.
May support installs or upgrades of software or devices, set up user profiles, or re-set passwords.
Fulfills all service level standards for response time and quality.
Typically reports to a supervisor. Possesses a moderate understanding of general aspects of the job.
On a daily basis our Help Desk Analyst I:
Provide Tier 1 level of support.
Escalate priority support issues to Level 2.
Collect and forward all relevant information prior to escalations to level 2.
Maintain a positive working relationship with business lines and other departments.
Prioritize and schedule work as necessary to maintain department service level.
Update and Maintain cases in a timely fashion.
PC hardware and software problem Solving.
Basic networking skills and troubleshooting.
Wireless and remote connectivity troubleshooting.
Working well with both internal and external groups and teams.
Enhances team productivity by helping others.
Writes technical documents and knowledge base articles.
Adheres to department policies and procedures.
Provides hardware and software support for senior executives.
What You Will Need:
1 year of experience in information technology environment (preferred).
Associate degree in information technology or 1.5 years of related help desk experience.
Strong communication skills, both written and verbal.
Strong computer skills including use of MS Office programs.
Professional phone manners.
Must be team orientated, have a strong service orientation.
Able to work 100% remote.
Keeping detailed records of specific issues reported via CRM
Ability to prioritize and multi-task effectively
Professional phone manners.
Bilingual, Military, Military Spouses and Veteran applicants are strongly encouraged to apply! We understand the uniqueness of hiring military personnel and veterans and will support him/her in the time of duty or with the transition into new civilian professions.
All offers to external candidates for employment are contingent upon the successful completion of pre-employment drug testing and background verifications before employment is finalized.
POOLCORP, including all its subsidiaries, is a drug-free company and Equal Opportunity Employer – By Choice. The Company understands, respects, and values diversity – unique styles, experiences, identities, ideas, and opinions – while striving to be inclusive of all people. This commitment is critical to our success as a global company as we seek to recruit, develop, and retain the most talented people from a diverse candidate pool. Hiring and promotional decisions are based solely on the qualifications required for the job to be filled.
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