Help Desk Support Specialist

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 coordinate 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. Targeted Skills/Knowledge 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. 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. About Us Based in Columbus, Ohio, U.S.A., Franklin International was established in 1935 and today is among the largest privately held manufacturers of adhesives, sealants and polymers for commercial and industrial applications. Franklin integrates its core competency—emulsion polymerization—into a broad product offering, including glues, adhesives, hot melts, binders, sizing compounds and more. These products are distributed across six continents for use in construction, furniture manufacturing, millwork, paper converting, pressure‑sensitive products and fiberglass reinforcement. Franklin International is proud of our family‑friendly atmosphere. We are small enough that people know your name, but big enough to have the resources available to do amazing things within our industry. Our award‑winning benefits program includes a wide range of benefits from medical, dental, and vision insurance to more unique options like a free on‑site fitness center, nurse health coach, 529 Plan matching, and adoption support. Our average employee tenure is over twelve years; learn more at #J-18808-Ljbffr Franklin International