Do you have the passion to deliver outstanding service to customers and ready to join an exceptional service organization?
Morrison Express is looking for an IT Help Desk II to join our IT Team at in our PHX Station
Location: 10206 W. Van Buren, Avondale, AZ 85353
Schedule: This is a Full-Time, Non-Exempt position working Monday-Friday 8:00am to 5:00pm in office.
Compensation: up to $31.56/Hour, DOE
Position Overview
As the IT Help Desk II you will be responsible for maintaining, supporting end users, and determining best route for solution whether to escalate to internal support or reaching out to vendor for extended support. You will act as a liaison between the end user and technical team.
Who We Are and What We Offer
Benefits- Employees are eligible to participate in benefits on the 1st of the month following their start date.
- Health, vision, dental insurance, flexible spending account
- 401K with employer match
- Generous paid time off
- Paid Disability Insurance, Life Insurance, AD&D, and Voluntary Life and AD&D
- Biannual Bonus
A STRONG FAMILY
Established in 1972, Morrison Express began as a regional air freight specialist. Fifty years later, we have grown to become a leading global provider of freight forwarding and logistics services with a network of more than 300 company and agent offices across five continents.
We serve an expanding list of multinational businesses, managing their air, ocean and ground freight forwarding and logistics needs on a global basis. Our success as a global service provider is and will continue to be driven by our team of highly dedicated and hard working individuals. Their commitment and passion to their jobs are the backbone on which we have built our organization, and this will continue to be a source of passion with which we serve our clients.
AT MORRISON EXPRESS, OUR VISION IS TO BECOME AN EXCEPTIONAL SERVICE ORGANIZATION – ONE THAT’S BUILT ON AN UNWAVERING AND UNENDING FOCUS ON OUR CLIENTS
In achieving our vision, we recognize that our people are our most important asset. We are committed to creating an environment where our people can learn, succeed, and grow. We will continually invest in innovative processes, technology, training, and other tools to support our people. In so doing, we aim to instill in the hearts of our people the passion to deliver outstanding service, equaled by none.
https://www.linkedin.com/company/morrison-express/about/
Outcomes:
- Understand and adapt to a team and environment in transition to mature ITSM and ITIL processes
- As part of performance reviews expectation to create knowledge articles for internal and external users
- Intake user issues and requests with a pleasant demeanor and focus on customer service and technical support
- Document clearly in every ticket the status and troubleshooting steps through until escalation to other levels of support
- Strong teamwork and collaboration commitment
Competencies:
- Experienced at managing tasks in priority order. Addressing each request for support with an appropriate sense of urgency.
- Experience with ITIL and formal ITSM processes and procedures, utilizing an incident management and problem management tool.
- Customer Service skills and training, a strong desire to help the users, including excellent communication skills
- Fast learner who takes initiative and is comfortable with organizational change and ambiguity, again a strong desire to help will require a like desire to learn independently and in cross training sessions.
- Demonstrated technical skills overtime, a clear path of growth from tier 1 to tier 2 support knowledge and skill set
Responsibilities:
- This position reports to the Sr. IT Manager, this role will be responsible for providing the first level of support for any IT issues and ensuring internal resolution satisfaction
- This includes troubleshooting and resolving issues regarding LAN issues, application issues, server, devices, desktop issues, proprietary applications, mobile devices, and PC support in a Windows environment
- Provide first and second tier technical support of information technology systems, production, office staff and visitors; Install, maintain, and troubleshoot workstations, printers, desktop software and other systems
- Build, deploy and support PCs running Windows 10 and business software applications for end users
- Log all IT issues and resolutions including the creation and maintenance of clear, readable, and accurate technical documentation
- Train and mentor end users on the proper usage of company computers, internet, intranet, and other resources
- Track, support, and license usage
- Testing and research technology to ensure the effective implementation and function of new technologies within the current and future IT infrastructure
- Interfaces with multiple levels of users, management, and technical staff
- Provides a moderate level of customer service support for office automation applications, computers, laptops, and printers
- Accurately documents and logs all help desk calls and e-mails into the current IT service management system
- Follows up, ensuring the issue is resolved or the request is satisfied
- User Administration, Account creation, profiling, and testing
- Contributes to IT knowledge base
- Generates and tracks purchase requests, maintenance contracts, staff data, and departmental policies and procedures
- Patching and Networking Tasks
- Participates in new application testing and special projects
Notices to Applicants
This position requires that you must be authorized to work for any employer in the US.
No relocation assistance is provided.
We are proud to be an Equal Employment Opportunity Employer. We are committed to creating an inclusive environment, celebrate diversity, and prohibit discrimination or harassment for all employees, contractors, partners, vendors, and customers.
Notice to Recruiters and Staffing Agencies
Morrison Express (“MEC”) has an internal recruiting team but may from time-to-time supplement that internal capability with the assistance from temporary staffing agencies, placement services, and professional recruiters (“Agency”). Agencies are hereby specifically directed NOT to contact any MEC employee directly to present candidates. Agencies must obtain advanced written approval from MEC’s recruiting or HR team to submit resumes and have a fully executed contract for service in place. MEC’s recruiting or HR team must present ALL candidates to hiring managers.
To protect the interests of all parties, MEC will not accept unsolicited resumes from any source other than directly from a candidate. MEC will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Further, MEC will consider any candidate for whom an Agency has submitted an unsolicited resume to have been referred by the Agency free of any charges or fees.