Service Desk Support l

Are you someone who never rests on their laurels, always strives to go above and beyond, and is committed to keeping your PROMISES? Do you appreciate a company culture that is open, fosters work-life balance, and a dynamic team environment? Then Old Dominion is the home for you. We take pride in being the best in the industry, and from our humble beginnings we know that our People and our Family Spirit are the main ingredient in our secret sauce to success. At Old Dominion we are looking for individuals to join the OD Family that will provide innovative solutions and exceed expectations to keep OD the premier transportation solutions provider. Handle inbound requests for assistance in relation to end-user function and hardware requests including, but not limited to, telecommunications, networking programming and general 'how to' questions employees may experience while performing daily tasks. Primary Responsibilities Answer inbound calls, manage email requests and requests logged via Service Desk ticketing solution in a timely and accurate manner while striving to reduce repeat calls for the same issue/user Provide first call resolution to at least 70% of inbound requests Log all requests in the Service Desk ticketing solution Triage requests and determine which can be handled immediately and which need to be passed on for further assistance, then set the handling priority Monitor issues, address user termination, and disable all system access upon receipt of notification Provide on-the-spot training for training related issues Provide systematic updates of circuit outages via ticketing system Provide call backs for items within their range of knowledge which couldn't be handled previously due to time constraints Ensure imaging systems are online and operating correctly Continually update management staff with information regarding and recurring/abnormal/critical issues Provide weekly rotating on call support, typically solo over the weekends Job Qualifications Education: High school diploma or equivalent ITIL Foundations Certification preferred Experience: 1+ year of experience in a service desk environment AS400 command line and SAP support skills Experience with active directory, Citrix, Microsoft Office and remote support Excellent customer service skills Excellent verbal and written communication skills Accurate typing of 50 wpm Self-motivated with a sense of urgency Strong analytical and problem-solving skills Strong teamwork and interpersonal skills Compensation Range: The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, education/training and skill level. $19.33 - $24.16 Hourly Working Days: Shift and hours to be determined. Working Shift: Shift and hours to be determined. Work Days and Shift are estimates and are subject to change, at any given time, based on job scheduling and/or business levels. Any information listed regarding Days and Shifts shall be considered a guideline of expectations for the specific position at the time of posting. Application Window: Ongoing Candidates are encouraged to apply as soon as possible. Old Dominions plans to screen candidates, conduct interviews, and proceed with hiring candidates to meet its business needs, which may result in filling the role before the current anticipated application window closes. Join the OD Family TodayAs a Full Time member of our Family, you and your family are eligible to receive: Great Health Benefits including a Zero premium medical plan for employee only coverage Short Term & Long Term Disability Flex Spending Accounts 401k Retirement plan with company match and additional company annual discretionary match opportunity Life Insurance Wellness Program 12 Days Paid Time Off 9 Paid Holidays including a birthday holiday Training and growth opportunities to build a career We prioritize our OD family of employees Ability to advance through our promote from within philosophy National Career Opportunities Available at our 250+ service centers Old Dominion Freight Line, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, and/or gender expression, sexual orientation, age, disability, pregnancy, genetic information, military status, Vietnam Era and/or veteran status, or any other characteristic protected by applicable law(s). Welcome to Old Dominion. If you are looking for a new career with the best LTL (Less-than-Truckload) carrier in the industry you've come to the right place. Many companies tout their family atmosphere, but at OD it truly is a reality. We've grown from our humble beginnings of a single truck and one route in 1934 started by Earl and Lillian Congdon to a company of over 23,000 employees. At OD we strive daily to keep the family spirit alive and help the world keep promises.

Created: 2024-10-19