IT Help Desk Support Specialist

IT Help Desk Support Specialist

We are immediately hiring for a Help Desk Support Specialist to support our in-house IT department in North Little Rock, AR which includes remote and onsite users. If your background includes computer science and information technology and you have excellent customer service skills, please apply!

Responsibilities:

• Oversee all Help Desk requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Willingness to learn any IT processes required or assigned.
• Review the Help Desk daily and work with managers to address overdue help desk requests. Diagnose and resolve technical hardware and software issues when possible as Level or Level support.
• Determine root cause of issues and communicate appropriately to internal and external customers. Manages Help Desk phone queue and appropriate routing when unavailable. Maintains and updates a user FAQ in the Help Desk.

Benefits:

• Hybrid schedule
• Excellent Benefits Package including Medical Insurance, Dental Insurance, Prescription Discount Card, Paid Vacation, Paid Life Insurance, Employee Assistance Program, 401k+match…and more!

Duties:

• Research questions and issues using existing documentation and develop new documentation as required and needed. Log all calls and requests through the Help Desk. Ensure that department and company log all requests through the help desk are required. Ensure all resolutions are documented. Administer and maintain Help Desk software.
• Maintains and updates a solution knowledge base in the Helpdesk. Monitor, Identify and Escalate situations requiring urgent attention. Communicate all issues impacting multiple users to the organization as directed by IT Manager. Stay current with system information, changes and updates.
• Create reports and Help Desk dashboards to measure requests, response times and other KPI's as defined by the IT Manager - Infrastructure and Security. Create reports and inform management of recurring problems. Maintains IT On-Call List.

Education and Experience:

Prefer a four year college degree with an emphasis in a related field to the position plus 2 - 5 years related experience and/or training and no previous management experience. An equivalent combination of education and experience will also be considered.

Start Maverick. Stay Maverick.

Maverick Transportation is celebrating over 45 years of growth, success and innovation. That's just The Maverick Way®: doing the right thing, promoting our unwavering emphasis on safety, striving for excellence in all we do, valuing our people and having fun! These qualities never go out of style and are what defines Maverick as a proven industry leader decade after decade. From the road to the boardroom, we believe we are changing the industry for the better.