<p>RESPONSIBILITIES INCLUDE:</p> <ul> <li>Respond to user requests via telephone, email, via remote access, and in-person. </li><li>Diagnose and resolve advanced information technology hardware and software issues. Stay current with technological trends related to the FMP environment. </li><li>Develop and maintain a professional level of proficiency with Information Technology and Factory Motor Parts specific systems and technologies. </li><li>Identify and escalate situations requiring urgent attention. </li><li>Capturing and documenting the details of an issue and troubleshooting steps taken in order to escalate the issue or document the identification and resolution; using a ticketing system to track and route problems and requests and document solutions. </li><li>Work with Help Desk colleagues to research and document problem resolutions. </li><li>Work independently to research and resolve complex technical issues. </li><li>Work with Help Desk colleagues in researching and writing documentation and policy. </li><li>Provide primary technical support to Factory Motor Parts employees </li><li>Occasionally travel to locations to provide assistance in urgent situations. </li><li>Develop and maintain knowledge of Factory Motor Parts departmental roles and responsibilities. </li><li>Performs other related duties as assigned. </li></ul> <p>SKILLS AND ABILITIES:</p> <ul> <li>Ability to communicate and interact successfully with employees and to develop and maintain positive professional relationships with colleagues. </li><li>Attention to detail. </li><li>Ability to research and report on problems, solutions, products and vendors. </li><li>Creative thinking and problem solving. </li><li>Ability to capture and communicate the context of a situation </li><li>Excellent oral and written communication skills, with a focus in technical or instruction-oriented writing and in clearly communicating complicated concepts over the phone, in person, and in writing. </li><li>Ability to work both independently and as a team member. </li><li>Ability to delve into and achieve understanding of a problem or request in order to offer the most appropriate possible solution. </li></ul> <p>MINIMUM EDUCATION AND EXPERIENCE:</p> <p>Associate's degree or equivalent experience and 1-3 years in a help desk or other technical support role.</p> <p>We are an EEOC/AA Employer. An industry leader, FMP offers well-balanced compensation and benefits programs, which may include medical, dental, vision, life, 401K, profit sharing, paid holidays/vacation/sick time, STD/LTD, + much more. Salary is based on experience and job performance.</p>