Help Desk Specialist - Tier 1

WHY JOIN SUPER-SOD?

• Competitive Wages
• Flexible Paid Time Off 
• Comprehensive health and wellness plans (medical, dental, vision, HSA, supplemental life, accident, hospital, and critical illness) 
• Access to Employee Marketplace 
• Employer-sponsored discounts  
• Health and Wellness programs 
• Employee Assistance programs 

Are you a tech-savvy problem solver who enjoys helping others and keeping systems running smoothly? Join our team as a Help Desk Specialist, where you'll play a key role in supporting users, managing access, and ensuring timely resolution of IT-related issues.

The Help Desk Specialist will answer questions and manage requests related to IT/IS production jobs.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Assists users by answering questions and providing support in a timely manner.
2. Responsible for assigning internal systems access to new hires and removing users at termination.
3. Monitors internal IT reporting dashboard and provides expedited service to administrative team members.
4. Provides problem resolution, reassigning or escalating advanced inquiries to appropriate technician or staff.
5. Records data required to analyze problems and track them to final solution.
6. Prepares and presents reports related to IS problems and help desk activity for management review and action.
7. Performs other related duties as assigned.

Competencies

1. Organized, attention to detail.
2. Analytical, logical thinking and problem-solving skills.
3. Excellent verbal and written communication skills.
4. Thorough understanding of information technology procedures and practices.
5. Proficient with, or able to quickly become proficient with, a range of general and specialized applications, software, and hardware used in the organization and the industry.
6. Ability to explain technical information in understandable language to nontechnical staff members.

Supervisory Responsibility

This position requires no supervisory responsibility.

Work Environment

This job operates in a professional office and, in some cases, from a remote offsite location. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

The employee is primarily sedentary but will occasionally be required to stand or balance when conducting onsite troubleshooting, as well as use hands and fingers to handle or feel; and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus. This employee requires full range of motion of arms and legs and requires movement and use of limbs; this position requires good manual dexterity and coordination. This position requires the ability to occasionally lift office products and supplies weighing up to 50 pounds.

Position Type/Expected Hours of Work

This is a full-time, hybrid position based in Granbury, TX. The role requires working on-site three to four days per week and includes approximately 20% regional travel.  Days and hours can change at the discretion of the IT Director; though typical hours of work are Monday through Friday, 8 a.m. to 5 p.m. Some weekend and evening hours may be necessary to accommodate any issues that might arise.

Travel

This position requires 20% travel time.

Required Education and Experience

1. Bachelor’s degree in computer science or equivalent experience
2. Helpdesk/Data Processing Experience
3. Experience working in a lean/agile environment with remote teams
4. Exceptional communication, organization, and leadership skills
5. Must be 18 years of age or older.
6. Pre-employment background check and drug screening required.

OTHER DUTIES:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.