The shift for this position is Monday-Friday, 10:00am - 7:00pm.
Job Description
The Help Desk Assistant is the entry-level position in the Help Desk call center. The primary responsibility is to provide assistance with IT and Business problems within ArcBest, its subsidiaries, and outside customers.
Responsibilities
- Work holidays and/or hours needed to provide adequate staffing to assure 24/7/365 coverage.
- Assist in the resolution of application, hardware, and software problems.
- Escalate problems to higher-level technical support professionals when necessary.
- Enter call data into the tracking system, ServiceNow.
- Diagnose and resolve problems using documented procedures and checklists (from the Knowledge Base), in the performance of most responsibilities.
- Provide and oversee Tier 1 software and hardware support.
- Other duties and projects, as assigned.
Requirements
Education:
- Bachelor's Degree in Information Systems or other related field, preferred
Experience:
- 1 year in a related field, preferred
- Prior experience in customer service.
Computer Skills:
- Proficient in Microsoft Office Suite, required
- Comprehensive knowledge of PC hardware and software, required
- Broad understanding of network technologies and troubleshooting device connectivity and equipment, required
Additional Requirements:
- Basic understanding of ABT IT, ABF and ArcBest's standards and procedures, preferred
Competencies:
- Communicating Complex Concepts
- Help Desk
- Problem Management
- Problem Solving
- Service Excellence
- Standard Operating Procedures
- Technical Troubleshooting
Other Details
Work Hours:
- Monday-Friday, 10:00am - 7:00pm. Work hours vary based on scheduling to provide market coverage during normal business hours. Market coverage is generally provided between 6:00 am - 7:00 pm, including weekends and occasional irregular hours.
About Us
ArcBest Technologies, ArcBest's tech and innovation team, provides custom-built solutions and leading-edge technologies that help our customers successfully navigate the complex supply chain landscape. The team is made up of highly engaged, creative tech and analytics professionals who create smart solutions that help keep the global supply chain moving.
An Equal Opportunity Employer M/F/Vet/Disability