Support Center Specialist

Salt Lake City, UT
United States

Experience Required
Yes
Employment Type
Employee
Work Schedule
Full-Time

Job Description

Job Summary:

Ignore the boring job title, come and show us your IT Help Desk skills and impress us by being ready to help people by guiding them and training them to work smarter. We’re guessing that you are confident in the Help Desk arena and think you could possibly do more with your skills to make a difference in a pro-active training channel.

You value knowledge, are constantly hungry to learn and you want to get in with a company with great values and that has opportunities for you to demonstrate you’re ok knowing nothing (no really, you won’t know anything about our proprietary ERM software), will let us show you our methods and proprietary software and then starting running with your team-mates helping our branches all over North America.

The Challenge: use your accomplished Helpdesk Technician skills to help people daily and manage Incident/Service Request queues with confidence while building your knowledge to eventually train people on how to use our ERM.

What You’ll Do: Provide responsive support and eventually develop new procedures to help people work in better ways. When we know you’re ready you’ll move on to training people and travel to our branches to do it.

What You Need to Succeed: Previous IT experience, hunger to start at the beginning and learn our ERM application and the business we are in, uncompromising standards in communication and knowledge delivery (this means no typos or errors on your résumé).

About the company and the IT Team:

We’re a no-fuss, get-it-done, have-a-laugh, be professional, drive it to the end of the runway, type of company and that culture is ingrained in our IT department. We look after 3000+ employees across 80+ locations in the USA and Canada, and hey, if you speak a little French that’s a huge bonus, but not an exclusion.

Alsco was founded in 1889 and is today the leading textile service company in many countries around the world. We’d like it if you visited www.alsco.com and learnt more about us. Chances are that you’ve used, walked on, or possibly even worn our products or enjoyed our services without knowing it.

Our IT department is based in Salt Lake City and is a group of diverse teams and individuals working to make sure our branches have the support and technology leadership that will ensure their ongoing success, the pace can change from day-to-day and the Service Desk provides frontline support to both internal and branch-based individuals with information, solutions and guidance. Being more “Sniff” and “Scurry” than “Hem” and “Haw” will see you succeed. You get the idea.

Duties and Scope:

Admission of daily service request and incident tickets, solution matching and research, remote guidance and providing resolution and closure. Use of phone, email and remote-desktop actions to deliver it by. A sense of urgency to get tickets handled and closed (yep we have SLAs to meet). With experience will come an expectation to contribute to our learning services and document/design training materials to further develop users’ skills.

General PC and OS issues; iOS/Android support (email, general setup, software installs and troubleshooting);

Proprietary ERM application support and training opportunities;

Android-based Handheld route/invoice management devices; some networking experience.

Requirements Other Considerations:

Traveling once or twice a year for a week to a branch to provide on-site support (do you have a passport to get in and out of Canada, a driver’s license and a way to pay for expenses that are rapidly reimbursed?);

Huge range of user-levels, can you be patient and understanding while still moving the process along?

Commute into downtown SLC every day and work at a desk for 8 hours a day.

Typical Physical Activity: Physical Demands consisting of standing, sitting for long periods, walking, stooping, fine manual dexterity, driving, traveling by plane or vehicle, grasping, reading, speaking, hearing and lifting up to 50 lbs.

Typical Environmental Conditions: General office environments and areas of a typical industrial laundry facility.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities (https://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf).

Revised:

10/15/18

*MONS

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Please view Equal Employment Opportunity Posters provided by OFCCP here.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)