The Requirements
To be a good fit for the Help Desk Associate opportunity, you will have:- At least one of the following:
- An associate's degree with 2+ years of experience.
- A bachelor's degree in a related field.
- 5+ years of relevant experience.
- Experience with or knowledge of MOST of the following:
- Troubleshooting LAN/WAN issues pertaining to topology and configuration.
- Basic switching and routing. Quick question for you - click here
- Server racks and the importance of delicacy.
- Configuring Windows workstations.
- Troubleshooting and maintaining printers.
- Basic understanding of structured cabling. Quick question for you - click here
- Basic to intermediate knowledge of telephony.
- Basic understanding of e-mail, Office 365, and Azure.
- Strong organizational skills.
- The ability to interact effectively with team members and the user community.
- Military experience is welcomed.
The Role
Reporting to the IT Manager, you will join one other Help Desk Associate in supporting users in the corporate office as well as a large field organization. In a nutshell, you will triage and diagnose issues, and then either resolve or escalate them.Requests come through in a variety of ways, including phone and email. In addition, a user may approach you face-to-face or leave a note. Regardless of how requests arrive, you will prioritize them and track them to resolution. Issues may involve logging in, navigating email, getting emails to go to the right folder, etc. You also will help configure and troubleshoot hardware, including printers, phones and iPads used by Mobile Technicians in the field. In addition, you will help new employees get set up.
Overall there is a steady flow of requests, although there also are waves of volume. During slower periods you may help with system or network administration activities. We'll expect you to be able to handle basic issues yourself and escalate more complex ones as appropriate. As you build your skills you'll also take on more of the complex requests.
Note: this description is intended to give you a general overview of the position and is not an exhaustive listing of duties and responsibilities.
More Good Reasons
Professional developmentThe IT team is strong but lean, meaning you'll have opportunities to be involved beyond your job description. As you learn, your role may expand. For example, if you have or gain a strong understanding of databases, you may work with TRAIT or Web Wrench, pictured at right.
Fair and family oriented
Dickinson Fleet Services is family owned and operated, and led by sharp executives who know the industry well. We realize that our success depends upon attracting and retaining the very best talent in the business. That's why we've created a culture based on strong values, in which everyone can grow and prosper.
Dedication to quality and service
Twenty years ago the owners of DFS set out to build a company that provides the highest level of quality and customer service in fleet management. Every one of our 700+ employees knows that quality and customer service are our passion. We work 24/7 to exceed expectations through our focus on customers, employees and safety.
Excellent benefits
Our benefits package includes health insurance with medical, dental, prescription drug and vision coverage; free life insurance; free short-term disability insurance; an available 401(k) plan; holiday pay and paid vacation days.
Pictured: Dickinson's cutting-edge digital tools include TRAIT®, an innovative iPad-based application. The "Technician Reporting and Information Tool" connects our customers with our technicians and delivers valuable, real-time information. WebWrench®, below, is an online preventive maintenance application that makes it easy for customers to track and control maintenance costs.
Keys to Success
Technical savvy is essential in this role, of course, but you also will need a basic understanding of business environments. In addition to helping you understand requests in the larger context, it will help you prioritize them. Also important will be the interpersonal and communication skills to work effectively with the user community. This will include strong listening skills, the ability to probe for information, and a knack for talking about technical issues in language that's easy for non-technical people to understand.We promote a collaborative environment across Dickinson and within IT. You'll have individual responsibilities, but you also will partner with the other Help Desk Associate on some activities. In addition, you'll contribute to IT department initiatives. You should be able to achieve goals independently and also contribute as a team player.
We recognize that there will be a learning curve, but you should leverage your knowledge base to be proactive about getting up to speed quickly. In addition, you should remain open to input and direction, and continue learning and growing on an ongoing basis. We'll provide support, but you should enjoy digging in to find answers yourself -- while also knowing when to ask questions.