Help Desk Technician

Description


Position at Swift Transportation


Who We Are:

Swift Transportation has been an Industry leader for many years with a profound history dating back to the 1960s. Swift is the largest truckload carrier in America with various locations throughout the nation that allow our drivers, shop employees, and office staff to cultivate strong connections. We are a company that is passionate about continual learning and improvement which in turn, allows for a diverse amount of advancement and growth opportunities . We place a strong emphasis on culture because we strongly believe that it is a key contributor in achieving overall results here at Swift.

Job Responsibilities: What you will do

Act as liaison between customer and IT department; be first point of contact for end-users, answer first-line questions and provide direction, perform general queries requested by customers, provide basic trouble-shooting and simple solutions to enable continued use of internal IT systems.

• Respond to requests for technical assistance by phone, email and/or using a help desk management system.
• Provide first line response for users requiring assistance with information technology issues and problems (calls, walk-ins, e-mails, etc.)
• Complete tickets to track information technology related problems.
• Monitor the performance and utilization of all system hardware, software and networks; ensure the proper utilization, performance and highest availability of resources including but not limited to: CPU cycles, disk space, response time and network connections.
• Track issues from start to resolution, updating the internal knowledge-base and/or communicating outcomes with relevant business units.
• Escalate more involved problems to the appropriate tier level support teams; act as a liaison between customers and technical escalation teams and conduct follow up as appropriate.
• Update daily status reports and shift handover reports.
• Maintain knowledge of the Information Technology Infrastructure Library (ITIL) methodology, change leadership processes and risk leadership processes to improve trouble-shooting and problem resolution skills.
• Refine and update technical and business skills through work assignments, advanced technical and business training, attending professional and business industry conferences and actively participating in professional organizations.
• Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of business operations in order to meet company demands and expectations; develop and maintain positive working relationships with all company departments.
• Proactively work to assist others in achieving the organization's objectives.

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Qualifications: What you need to bring

• Previous work experience preferred.
• Must possess strong communication skills.
• Must be able to professionally interact with all employees.
• Must possess ability to utilize previous experience in providing solutions.
• Must be able to provide good customer service to all employees who need help desk assistance.
• High School Diploma or equivalent required.
• Associates in Information Systems or related field preferred.

Pay Range: $19.39 - $26.46 Hourly

What we offer:

Our Benefits Package includes 401k, Medical, Dental, Vision, Disability, Supplemental and Life Insurance as well as pet insurance. We also offer an Employee Stock Purchase plan, paid training, wellness programs, Flexible Spending Account, Tuition Assistance Programs (subject to change), Military Leave, and discounts with our vendors.

Volunteer opportunities to support our local communities- We have an adoration for helping others which is why we have worked hard to establish partnerships with organizations such as Children's Miracle Network and Habitat for Humanity that allow us to give back.

Training, Development & Growth Opportunities - Our success at Swift is driven by our people! Our goal is to provide a supportive environment that promotes growth and advancement . We invest the time to ensure our employees receive the best training, along with all the tools and resources to thrive.

Diversity, Equity and Inclusion - A diverse workforce allows us to achieve a dynamic business advantage where we can openly collaborate , thus bringing new ideas to the table that contribute to innovative and effective solutions. Everyone at Swift has a voice and your opinion matters.

The Company is an equal employment opportunity employer. The Company's policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories. Candidates must be authorized to work in the U.S. The Company does not sponsor employment visas.