Senior Technical Support Analyst

Senior Technical Support Analyst

Hajoca Corporation is one of the country's largest privately-held wholesale distributors of plumbing, heating & cooling, and industrial supplies. Founded in 1858, Hajoca is a company based on the principles of "Service, Integrity, Reliability," and on relationships of trust and support with teammates, customers, and suppliers. Throughout its history, Hajoca has played an active role in shaping advances in plumbing. However, we attribute our success to two simple truths; a unique business philosophy and talented people. Hajoca is all about the people, who give us our advantage, and who will guide us successfully into the future.

Hajoca has over 400 locations nationwide, called Profit Centers; and at the foundation of our family of businesses is a National Support Center (NSC) where Centers of Excellence are dedicated to enabling the success of our Profit Centers.

The Computer Help Desk team in our National Support Center (NSC) is looking for a Senior Technical Support Analyst at their Lafayette Hill, LA office.

Do you have experience providing computer support? Are you skilled at solving problems and ensuring an elevated level of customer service? Are you an excellent communicator? If so, then we'd like you to join our dedicated team as a Technical Support Analyst

About the Role:

You will:

• Function as the first point of contact for Hajoca Profit Center and National Support Center support requests, providing technical and troubleshooting assistance related to computer hardware and software, mobile devices, and other tech tools and products.
• Document problems and conversations to create an incident that can be referenced by other technicians and for training purposes all while providing world class customer service and support.
• Provide technical assistance and support for incoming requests and phone calls related to computer systems, software, and hardware.
• Log all support interactions in the ServiceNow platform for accurate tracking.
• Guide customers through the problem-solving process using remote assistance tools.
• Install, modify, and troubleshoot software to ensure proper functionality.
• Acquire foundational knowledge of our Eclipse software support functions.
• Follow up with customers to confirm issues are resolved to their satisfaction.
• Deliver exceptional customer service, consistently exceeding customer expectations.
• Suggest improvements to procedures for enhanced efficiency and support.
• Collaborate with the Infrastructure team as needed to resolve customer issues.
• Participate in required training to enhance technical skills.
• Provide deskside support to internal teams as needed.
• Successfully complete required safety and compliance training programs as assigned.
• Perform other reasonably related duties as assigned by immediate supervisor and other management as required.

About You:

• Bachelor's Degree or the equivalent combination of education, professional training, or work experience.

• 2 or more years of experience with computer helpdesk support.

• Have strong knowledge of the MS Office productivity suite and Windows 10 and 11.

• Have experience working with an Incident Management tracking tool.

• Possess knowledge of helpdesk software, hardware, and remote control assistance.

• Be familiar with client PC connectivity; including Ethernet, Wi-Fi, TCP/IP, and VPN

• Have an understanding of basic Active Directory concepts (security groups, Group Policy, etc.)

• Demonstrate excellent oral and written communication skills and the ability to convey answers, issues, and status changes in a clear, concise, and effective manner.

• Possess excellent interpersonal skills and the ability to work effectively across all levels of the business.

• Be able to exercise professional judgment and assume responsibility for decisions which have impact on people and quality of service.

• Have a strong attention to detail and the ability to meet deadlines.

The Benefits of Working With Us:

Our culture is well-suited for exceptional people who use their talents to drive business and want to share in the financial success their efforts yield. In addition to a competitive starting wage, we offer a Profit-Sharing Program that provides each team member with an opportunity to earn a direct share of the profits on an annual basis. In addition to our generous compensation package, Hajoca also offers: Full-time benefits (for team members working 30 or more hours per week):

• Medical, dental, vision, and prescription coverage
• Accident, Hospital Indemnity, and critical care coverage
• Life insurance and Long Term Disability
• Pre-tax accounts for healthcare, dependent care, and commuter benefits
• Paid vacation, holidays, and sick time (sick time also offered to PT team members as required by state law)
• Paid pregnancy and parental leave
• Paid day of community service

Full-time and part-time benefits:

• 401(k)
• Retirement cash account with company contributions
• Targeted training programs focused on your personal and professional growth
• Company wellness program
• Employee discounts
• College tuition benefits

*Please note that benefit offerings may differ for teammates employed through an intern program. EEOC Statement

Hajoca Corporation is an Equal Opportunity Employer (Equal Opportunity Employer/Veterans/Disabled).

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity/expression, national origin, age, veteran status, disability, or any other protected category pursuant to federal, state or local laws and will not be discriminated against on the basis of any such categories/status. Hajoca is committed to providing reasonable accommodations for qualified individuals with disabilities including, but not limited to, during the application process. Please let us know if you need assistance or an accommodation due to a disability.

Background Screening Statement

We are a drug free workplace. Employment is contingent upon pre-employment drug screening, and successful completion of a criminal background investigation subject to any federal, state and local laws.