Help Desk and Operations Technician

Welcome to Gordon Food Service! We are excited that you are thinking about opportunities with us, and we have an amazing story to share. See below for a quick glance of who we are and the impact you could have on the food service industry. There's a seat at our table for you...

Position Summary:

The Help Desk and Operations Technician is responsible for Tier 1 customer support. Assumes responsibility for software and hardware customer support, diagnoses and resolves problems using general troubleshooting techniques, documented processes, and procedures. They will install, modify, and make repairs to microcomputer hardware and software systems and provide technical support to internal customers utilizing Gordon Food Service (GFS) technology products. They facilitate communication between GFS support teams and the business. Also, monitors computer infrastructure and systems ensuring a stable operating environment and the maximum utilization of facilities.

What you will do:

• Provides first line of support to internal GFS customers via multiple channels of communication (phone, eMail, chat, ITSM  self service)
• Provides solutions to hardware and software questions for internal GFS customers.
• Provides limited support to hardware and software questions for external customers and vendors.
• Provides support including password resets, hardware and operating system knowledge with the ability to diagnose and repair.
• Has a basic understanding of Software as a Service (SaS) systems, networks and video conferencing technology.
• Answers inquiries concerning PC and mobile device operation, quick fixes, operator error, and recommends or performs remedial actions to correct problems based on documented knowledge.
• Monitors, manages and reports availability of infrastructure systems according to process.
• Provides advanced access to Unix servers and SQL databases according to process.
• Participates in the team’s on-call rotation schedule
• Possible weekend coverage needed based on availability of resources (vacation, etc)
• Performs first level diagnostics and problem resolution; coordinates impact notification to the business for IT outages, and continued IT outage problem resolution.
• Coordinates shift transitions and communicates relevant information.
• Assists in the development of IT Operations Center service and processes.
• Assists in the development of North America Help Desk service and processes.
• Other duties and responsibilities as assigned.

What you’ll bring to the table:

• Associate degree in Computer Science, Information Systems or a related field preferred.
• One to three years previous personal computer hardware/software support, peripheral experience or an equivalent combination of education, training, certification and experience required.
• This position requires excellent problem solving skills.  Good oral and written communication skills and must have the ability to prioritize, multi-task and work either independently or in a team environment.
• Solves routine problems of limited scope and complexity following established policies and procedures.
• Knowledge of current operating systems and software technologies preferred