Overview
Senior Level 3 Help Desk Engineer Family owned and operated since 1981; Shoppa’s Material Handling is one of the fastest growing and most successful material handling dealerships in the United States. We are proud to be an authorized dealer of Toyota Material Handling – the bestselling forklift brand in the world and a recognized leader in quality, durability, safety and innovation. Through our nine locations across Texas and Kansas City, MO, we provide a comprehensive array of products, services and integrated systems that help our customers streamline the storage and movement of their goods. Job Summary
The number one goal of everyone in our team is to make our end users exceptionally happy. The Senior Level 3 Help Desk Engineer plays an important role in making sure that the team can accomplish this. The Senior Level 3 Help Desk Engineer handles escalated support requests for the IT Help Desk Delivery Team. They are assigned support requests that the Junior Help Desk Technicians can’t handle. When help is needed the Senior Level 3 Help Desk Engineer can turn to the IT Director for guidance and support. Essential Functions
Customer Service: Work on and resolve escalated Help Desk Tickets Engage our End Users with Friendly, Quick and Helpful Experience Provide the end users with Advanced Remote and Onsite Troubleshooting Hardware Maintenance and Support Use Of Our Ticketing System: Use our Ticketing System to work on and resolve Help Desk Tickets and Service Requests Manage and record all work through our Ticketing System Make sure that IT Documentation is well maintained Split tickets that have several issues into their own individual tickets Make sure that tickets aren’t “stale” throughout the process Project Work: From time to time the Project Team will need additional resources to help deliver projects either onsite or remotely. When opportunities arise the Senior Level 3 Help desk Engineer may be required to help with project delivery. Communication, Reporting And Risk: Escalate tickets that require IT Director support Communicate to the end users the status of their tickets every step of the way, notifying them of any changes or outages related to their issue. Identify, Communicate and Mitigate potential risks to the IT Director and end users. Teamwork: Mentor the “Junior” Help desk Team Members. Follow the schedule provided by the IT Director. Follow Standard Operating Procedures (SOPs) for Daily / Weekly recurring tasks. Follow all our Security Procedures and Keeping Vigilant Eye for Security issues. Identify opportunities for improvement and make constructive suggestions for change. Contribute to the process of innovative change effectively. Undertake other duties as required by the IT Director. Qualifications
QUALIFICATIONS: Desired Security and Compliance – PCI, NIST. Familiar with system lifecycles. Experience with permissions. Networking knowledge The Ability to Solve Problems and Challenges. Great Communication skills, founded in being a good listener. Advanced understanding of support tools, techniques and how technology is used to provide services. Advanced understanding of operating systems, business applications, printing systems and network systems. Advanced diagnosis skills of technical issues related or end user hardware, software and network devices. Advanced experience and knowledge of working with the Microsoft 365 Platform. Advanced experience and knowledge of working with Security Platforms. The ability to speak both technical and human level. Keep up with and adapt to the fast-paced IT world. Nice To Have Professional IT Certifications – MCP, MCSE, MCSA, ITIL, ITSM, A+, Security +, and Network+ Ability to work independently and in a team environment Career Growth Someone looking to progress their role into an IT Manager or Director Role. Physical Demands And Working Conditions
The physical demands and working conditions requirement indicated below are examples of the demands that must be performed in carrying out the essential job functions. Physical Demands Office employees typically sit for long periods and perform tasks that require fine motor skills, such as typing or using a mouse. They may occasionally stand, walk, or lift up to 30 pounds, like files or office supplies. The work environment is climate-controlled with moderate noise, and employees. Working Conditions:
Work indoors and sometimes outdoors; exposure to temperatures commensurate with outdoor seasonal temperatures. Shoppa’s Material Handling is an Equal Opportunity Employer, including disabled/veterans”; (b) “EOE/Disability/Vets”; or (c) “Shoppa’s provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.”
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Senior Level 3 Help Desk Engineer Family owned and operated since 1981; Shoppa’s Material Handling is one of the fastest growing and most successful material handling dealerships in the United States. We are proud to be an authorized dealer of Toyota Material Handling – the bestselling forklift brand in the world and a recognized leader in quality, durability, safety and innovation. Through our nine locations across Texas and Kansas City, MO, we provide a comprehensive array of products, services and integrated systems that help our customers streamline the storage and movement of their goods. Job Summary
The number one goal of everyone in our team is to make our end users exceptionally happy. The Senior Level 3 Help Desk Engineer plays an important role in making sure that the team can accomplish this. The Senior Level 3 Help Desk Engineer handles escalated support requests for the IT Help Desk Delivery Team. They are assigned support requests that the Junior Help Desk Technicians can’t handle. When help is needed the Senior Level 3 Help Desk Engineer can turn to the IT Director for guidance and support. Essential Functions
Customer Service: Work on and resolve escalated Help Desk Tickets Engage our End Users with Friendly, Quick and Helpful Experience Provide the end users with Advanced Remote and Onsite Troubleshooting Hardware Maintenance and Support Use Of Our Ticketing System: Use our Ticketing System to work on and resolve Help Desk Tickets and Service Requests Manage and record all work through our Ticketing System Make sure that IT Documentation is well maintained Split tickets that have several issues into their own individual tickets Make sure that tickets aren’t “stale” throughout the process Project Work: From time to time the Project Team will need additional resources to help deliver projects either onsite or remotely. When opportunities arise the Senior Level 3 Help desk Engineer may be required to help with project delivery. Communication, Reporting And Risk: Escalate tickets that require IT Director support Communicate to the end users the status of their tickets every step of the way, notifying them of any changes or outages related to their issue. Identify, Communicate and Mitigate potential risks to the IT Director and end users. Teamwork: Mentor the “Junior” Help desk Team Members. Follow the schedule provided by the IT Director. Follow Standard Operating Procedures (SOPs) for Daily / Weekly recurring tasks. Follow all our Security Procedures and Keeping Vigilant Eye for Security issues. Identify opportunities for improvement and make constructive suggestions for change. Contribute to the process of innovative change effectively. Undertake other duties as required by the IT Director. Qualifications
QUALIFICATIONS: Desired Security and Compliance – PCI, NIST. Familiar with system lifecycles. Experience with permissions. Networking knowledge The Ability to Solve Problems and Challenges. Great Communication skills, founded in being a good listener. Advanced understanding of support tools, techniques and how technology is used to provide services. Advanced understanding of operating systems, business applications, printing systems and network systems. Advanced diagnosis skills of technical issues related or end user hardware, software and network devices. Advanced experience and knowledge of working with the Microsoft 365 Platform. Advanced experience and knowledge of working with Security Platforms. The ability to speak both technical and human level. Keep up with and adapt to the fast-paced IT world. Nice To Have Professional IT Certifications – MCP, MCSE, MCSA, ITIL, ITSM, A+, Security +, and Network+ Ability to work independently and in a team environment Career Growth Someone looking to progress their role into an IT Manager or Director Role. Physical Demands And Working Conditions
The physical demands and working conditions requirement indicated below are examples of the demands that must be performed in carrying out the essential job functions. Physical Demands Office employees typically sit for long periods and perform tasks that require fine motor skills, such as typing or using a mouse. They may occasionally stand, walk, or lift up to 30 pounds, like files or office supplies. The work environment is climate-controlled with moderate noise, and employees. Working Conditions:
Work indoors and sometimes outdoors; exposure to temperatures commensurate with outdoor seasonal temperatures. Shoppa’s Material Handling is an Equal Opportunity Employer, including disabled/veterans”; (b) “EOE/Disability/Vets”; or (c) “Shoppa’s provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.”
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