Information Systems- Help Desk Support Specialist

Franklin International, a leading manufacturer of adhesives, coatings, and sealants is currently seeking a Help Desk Support Specialist in our Information Systems Department. This position is responsible for providing initial Help Desk support for the business applications in use at Franklin. 

Fundamental Job Tasks

Maintains computer, fax, and phone system functionality by responding to user calls, emails or chat requests for support in compliance with company policy.  Gives technical instructions in lay terms.  Troubleshoots, replaces, evaluates and configures devices, specialty software and unique service requests.  Enters Incident Report tickets into Helpdesk database.  Provides clear written and spoken information about a problem, issue, or event to the appropriate IS analyst for further problem resolution, if needed.  Fulfills all service level standards for response time and quality.

Ensures end users have proper software, hardware, and peripherals by implementing maintenance, upgrade and installation plans for PC replacements.  Monitors IS hardware and software inventories.  Enters hardware and software inventory data into the Helpdesk Inventory database.  Trains end users on office equipment, hardware and software, as needed. Works with Help Desk, IS personnel and Corporate Services to co-ordinate and complete the installation of computer facilities for new hires and for office moves.

Assists management with information related to external audits of hardware, software, documentation and reporting. 

Other Job Tasks (Non-essential)

Monitors computer room security and operations.  Maintains stock of office supplies and PC spare parts.

Supervisory Responsibility

None 

Knowledge and Skills

Associate of Science degree in Technology or equivalent experience is required. Experience with PC repair and support service along with a working knowledge of Windows operating systems and the MS Office Suite applications is preferred.  The position requires excellent technical, interpersonal skills, as well as good written and verbal communication skills.  Position requires a high degree of analytical and organizational skill.

Working Conditions

This position generally performs work within a standard office environment.  0-10% of the time it is required that this position be in the manufacturing areas (for technical assistance, etc.), subjected to extreme noise and temperature variation.  When in such environments, this position is required to wear the appropriate eye, ear, head, and foot protection (PPE).