It Help Desk Analyst

Fueling business. Powering progress.

Originally founded in 1930, SC Fuels is one of the oldest and largest petroleum distributors in the United States. Serving more than 11,000 customers annually, ranging from small family-owned businesses to Fortune 500 companies, we deliver gasoline, diesel fuel, alternative fuels and other petroleum products and related services in over 15 western states at the most competitive prices. Our leadership also extends to fleet card services with a fueling network of over 230,000 cardlock sites, truck stops and retail stations nationwide.

OVERVIEW

Reporting to the Helpdesk supervisor, this position is responsible for providing technical assistance and support related to computer ERP systems, workstation hardware, software, and networking. Individual is to provide high level of customer service via phone and email to ensure customers’ issues and questions are handled courteously and efficiently. The goal is to consistently meet or exceed established service levels.

Benefits Offered

• Dental
• Wellness Programs
• Paid Time Off
• Recognition Programs
• Employee Discount Programs
• Education Assistance & more!
• Life Insurance
• Vision
• Fuel discount program
• 401K with company match
• Medical

ESSENTIAL DUTIES & RESPONSIBILITIES

• Manage File shares and network printers on Windows 2012/2016/2019 server
• Install computer peripherals for users
• Contribute to effective network and systems performance and reliability by assisting in the planning and making recommendations for changes and improvements
• Performs other job-related duties as assigned by direct manager
• Provide support to end users on VPN and Office 365 Multi-Factor Authentication
• Partner with IT subject matter experts to resolve 2nd and 3rd level technical issues with networks, servers and enterprise applications
• Assist with basic computer hardware and software training
• This position requires handling confidential information in an appropriate manner. Customer interactions must be handled with diplomacy and tact. Individual must be able to gauge the customer’s technical ability and communicate with them in an appropriate and non-condescending manner
• Perform network troubleshooting to isolate and diagnose common network problems
• Run diagnostics to troubleshoot computer problems
• Respond to telephone calls, e-mail and personal requests for technical support. Provide after-hours helpdesk support for urgent requests on a rotational basis
• Ensure computer systems are performing at optimal levels
• Document, track and monitor IT assets including hardware, software, phones, cell phones, etc.
• Provide support to end users on a variety of issues including but not limited to password resets, printer installation, Windows 7/10/20XX, Windows 2012/2016/2019 server, Microsoft Office and other Windows based applications
• Maintain proactive communication with manager regarding open item status
• Identify, research and resolve technical problems with the assistance of senior staff
• Follow up with customers to ensure their issues have been resolved
• Troubleshoot system failures and identify opportunities for improvement
• Document, track and monitor issues in our Service Desk platform to ensure timely resolution
• Install, modify, and repair computer hardware and software

QUALIFICATIONS

• Good knowledge of LAN/WAN networks, TCP/IP protocols, Cabling, Wireless, VPN, and Network technologies
• Strong organization skills and be punctual. Helpdesk is staffed on-site from 630 am to 500 pm Monday through Friday, except for posted holidays. Schedule will be determined by the Helpdesk Supervisor
• Must be extremely detail oriented
• An AA degree in an IT related field
• Equivalent experience
• Must exhibit high level of energy consistent with the culture of the organization
• Effective verbal and written communication skills
• Acceptable Technical Certification
• Minimum 3 years of experience with Hardware Repair and diagnostics, virus detection and removal, software installation, new PC setup and deployment, Microsoft Active Directory
• Ability to work independently as well as in a team environment with minimal supervision
• Proficiency with Windows 7/10 and ability to effectively troubleshoot issues in a timely manner (Windows Server experience is a plus)
• HS diploma or equivalent, and continuing education in the IT field including but not limited to
• Current enrollment in IT related courses
• Intermediate to advanced knowledge/experience with most of the MS Office products including Word, Excel, Outlook, Teams, PowerPoint, and/or Access
• Ability to determine user needs and respond accordingly

PHYSICAL DEMANDS

• Ability to type and operate a computer for up to 6 hours a day
• Reasonable accommodations may be made to enable individuals with disabilities to
• Ability to kneel, crawl, stoop under desks and table tops
• Ability to answer phone calls from users and communicate with them via phone, MS Teams, and email
• Ability to lift boxes weighing up to 40 pounds

Perform The Essential Functions

SC Fuels is an equal opportunity employer. EOE/AA/M/F/Vets/Disabled

#zr