This is a full-time, direct placement role at Sunland Asphalt.

The Senior Help Desk Specialist will serve as the lead help desk specialist providing administrative and technical guidance, training, and support to other help desk personnel. The Lead will assist with help desk activities, tickets, problem discovery, resolution, and management of the help desk ticketing system. Providing implementation, operation and troubleshooting assistance to staff and other employees. Responsible for performing analysis of the help desk activities and ticketing system support to ensure customer requests are handled quickly and effectively. The senior help desk specialist will take the lead on other IT help desk management tools and applications; (MDM, mobile Devices, VoIP, remote support tools, site access controls and security).  Install and modify personal computers, network hardware, software, and peripherals. Takes remedial actions, escalates and/or recommends help desk procedural changes and processes. The Senior Help Desk Specialist assists and supports the IT Team, Operations Manager, Director as needed.  

Essential Duties and Responsibilities:  

• Employees shall perform all duties and responsibilities with Sunland’s Core Values at the forefront. 
• Diagnose, support, and resolve level One & Two technical issues for employees. Problems may be with network connectivity, remote access, computer software/hardware, division office networks, internet, connectivity, or other computer technology. 
• Provides one-on-one end-user problem resolution, on-site and remote user support. 
• Assist and manage end user equipment inventory, tag, set up, prep and assist in the configuration/repair of end-user equipment; including desktop/laptop hardware, software, peripherals and desk phone, cell phones, tablets. 
• Requires comprehensive knowledge of stand-alone and networked personal computers, mobile devices, and related peripheral equipment. 
• Assist with LAN/WAN, VPN connectivity, folder permissions, AD user profile management.  
• Coordinate timely repair of computer equipment, cell phones and peripheral equipment covered by third-party vendors.  
• Consult with managers, departments, and employees to clarify application and folder access,  identify problems, suggest changes, and determine extent of setup required. 
• Responsible for computer inventory and management of end user equipment, peripherals & mobile devices. 
• Help support other integrated systems; security camera systems, alarm/gate system and access control systems. VoIP, MDM (Mobile Device Management), remote user support tools. 
• Support users in local and remote offices (Wan/Lan) connectivity  
• Required knowledge of networking, tcp/ip, VPN, LAN, WAN, VoIP 
• Prioritize, respond, and help manage employee technical needs through the help desk ticketing program promptly.  
• Prepare records and reports regarding help desk ticketing system, customer support response/resolutions, inventory, and other help desk management tools.  
• All duties assigned.  

Competencies 

• Problem Solving/Analysis. 
• Technical Capacity. 
• Communication Proficiency. 
• Time Management. 
• Customer Service Orientation. 

Safety 

• This position is considered a safety-sensitive position and is subject to the company’s drug and alcohol policy, as well as all OHSA regulations.  
• All employees must wear the appropriate personal protective equipment (PPE) and follow all safety guidelines as an essential part of their job responsibilities.  

Physical Demands and Work Environment 

• Must possess mobility to work in a standard office setting and to use standard office equipment, including a computer. 
• Stamina to maintain attention to detail despite interruptions. 
• Strength to lift and carry files weighing up to 10 pounds. 
• Vision to read printed materials and a computer screen. 
• Hearing and speech to communicate in person and over the telephone. 

Travel 

• Some occasional travel may be required to other divisional/job site offices in & out of state. 

AAP/EEO STATEMENT 

Sunland Asphalt is an equal employment opportunity employer and, as such, we consider individuals for employment according to their abilities and performance. Employment decisions are made without regard to age, race, religion, sex, national origin, physical or mental disability, genetic information or any other classification protected by law. All employment requirements mandated by state and federal regulations will be met. Discriminatory or harassing conduct in the workplace, whether committed by management or non-management employees or outside person (vendors, customer, etc.) is prohibited.  

This job description is not meant to encompass all tasks and or job responsibilities, but rather it is meant to provide the employee with a general summary of what the position entails. Sunland Asphalt has the right to amend or revise this job description at any time. Reasonable accommodation may be made when it does not impose an undue hardship on the company to do so. 

• Bachelor's degree (B. A.) preferred or equivalent technical school training 
• Five plus years industry experience in IT help desk required.  
• Must be fluent in English, i.e., must be able to speak, read and write English. 
• Certifications, Licenses, and Registrations helpful 
• Passing a pre-employment drug and alcohol screening and background check is required. 
• Customer/Employee support focused.