If you want to work with a purpose-driven organization that has a family culture, keep reading! Famous is a place for positive, growth-oriented, high-performers, not someone who’s just interested in another “job” where time is traded for pay.
If this resonates with you, click “Apply” and find out why Famous has been named a Top Workplace every year for over a decade!
The Helpdesk, Tier 1 associate is responsible for providing technical assistance and support related to computer systems, hardware, and software. This position responds to requests, isolates problems, and determines solutions and escalates as needed. This position requires an individual to be ON SITE at our Akron, Ohio location and the shift starts at 6:00 am Monday through Friday, with two 3-hour Saturday shifts per month, (8:00AM-11:00AM) on a rotating basis.
Responsibilities:
· Provide first point of contact for internal customers who need assistance with their computers, other relevant devices and/or software
· Provide technical solutions and advice to texts, emails, chats, calls and desk-side/in-person inquiries
· Assist with onboarding/offboarding associates and setup of equipment
· Manage requests for onsite and remote users including the use and access through VPN
· Troubleshoot, diagnose and resolve issues and escalate to other IT staff, when necessary
· Collaborate with other IT groups, such as Network, Infrastructure, and Development teams to learn adjacent skills
· Manage, update and maintain comprehensive documentation with standard operating procedures (SOP’s) relating to problems that have occurred
· Follow run book procedures when responding to inquiries
· Track and document all questions/issues/inquiries in Helpdesk ticketing system
· Support technical inventory and asset management program
· Participate in the management of services used throughout the business such as physical security, cameras, mobile devices, etc.
· Manage access to various software systems used throughout the business as well as basic support
Technical Skills:
· Microsoft Windows 10/11
· Familiarity with Active Directory
· Some networking skills/knowledge
· Office 365
· Some MacOS is a plus
· Mobile phone (Android/iOS)
· Knowledge of ticketing systems/ticket triage
· VPN (client-side)
· Ability to diagnose and resolve technical issues
· Customer-oriented and service-minded
· Install, configure, and maintain various software applications
· Use of scripts for task automation
· Excellent verbal and written communication skills
Experience:
· 1-3 years of IT Support and/or Helpdesk experience preferred
Top Skills
What We Do
Famous Supply is a fourth generation family-owned wholesale distribution company of HVAC, Plumbing, Industrial/PVF, and Building Products.
Since 1933, Famous has grown into a large regional distributor that operates through its 35 locations: 1 Central Distribution Center, 2 Regional Distribution Centers, 12 Kitchen and Bath Showrooms and 18 classrooms primarily throughout Ohio, Western Pennsylvania, and West Virginia. Famous Supply supports the residential, commercial, industrial, and institutional markets for new construction, replacement, repair, remodeling, parts, and service. In addition, Famous Supply offers an associate and customer training program called Famous University.
Our purpose is to build meaningful relationships for life! We strive for continuous improvement to service our customers more effectively and work hard to reach new customers in this ever-changing market. Over the years we have stuck with the philosophy of wholesale only. We feel it is important to continue to show our loyalty to our customer base.
Famous’ greatest asset is our people. Our management, sales, operations and support teams have extensive experience in the industry. We take pride in a job well done, and we encourage a culture of teamwork among all of our Famous associates, our customers, our manufacturers and other industry professionals. Our teamwork philosophy works because we treat everyone with respect. Our innovative approach to customer service, coupled with the knowledge and expertise of our factory-trained, professional Famous Supply associates means unbeatable service.
.jpeg){kind=icon}
