FleetPride is the largest after-market distributor of heavy-duty truck and trailer parts in the U.S. with some of the best and brightest people in the business! Partner with the best in the heavy-duty industry and apply today!

Receives and handles incoming requests for services following agreed proceduresAllocates and Prioritize calls promptly. (Initial triage)Logs incidents and service requests and maintains relevant recordsIdentifies and classifies incident types and service interruptionsRecords incidents cataloging them by symptom and resolutionActs under guidance to record and track reliability data for our servicesEscalates complex or unresolved incidentsSystematically interprets user problems and identifies solutions and possible side effectsUses experience to address user problems and provides potential solutionsRecords and tracks issues from outset to conclusion. (Problem Management Team MemberDuring change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirementsResponds to common requests for service by providing information to enable fulfilmentPromptly allocates unresolved calls as appropriateMaintains records, informs users about the process and advises relevant persons of actions taken

Responsibilities

Maintain a high level of system support and client satisfaction to end-users at all timesSupport, monitor, test and troubleshoot user and system related hardware and software problems. Escalates as appropriateSelf-train and self-educate to better support the technology FLEETPRIDE uses to support operations locally and at the branches. Assist or train others on the systems and featuresProvide timely attention to all Service Desk requests. Assesses the validity of the requests as they arrive, ensures the details within the ticket are complete and that the impact and criticality of the issue is correctly assessed. Does their best to resolve the issue if able. Re-allocates and/or escalates requests as appropriatePerforms daily ticket maintenance and management. Follows up on requests and annotates tickets as appropriate with progress and status. Ensures the requestor stays informedWorks with 3rd party systems and hardware providers to diagnose and address issuesPlan, prepare, and coordinate maintenance windows for updates, upgrades and patchesMaintain, clean, repair, upgrade and replace hardware as needed, process RMAs and ensure technology availability is at a maximumPay special attention to time sensitive business requests and makes smart decisions to ensure minimal user/customer impact for their regular workdayProvides basic user account maintenance across all FLEETPRIDE systemsPerforms tier one support on office equipment and business productivity toolsWorks with other team members in the requirements, creation, maintenance and updating of desktop/laptop images and software used for general deploymentMakes pragmatic recommendations on system and process enhancementsEnsures configurations, system features and site information are appropriately documented, especially for the branchesEstablish and maintain a thorough knowledge of the organization and technology standardsResponsible for communicating, promoting and adhering to IT standardsAssists with controlling hardware, software and telephone inventory

General Attributes

Keyboarding skills and computer proficiency with software knowledge to include MS OfficeExcellent interpersonal, written, and oral communication skills requiredMust be detail oriented, organized, service oriented and responsibleStrong customer service and presentation skillsAble to motivate themselves and a team to work together in the most efficient mannerEagerness to work in a rapidly changing, diverse environment and a willingness to accept ownership and responsibility of the IT they manage to ensure its 24x7 availabilityAble to analyze user needs, problem-solving and reach acceptable solutionsAble to perform effectively with supervision, either independently or as a team memberComprehensive knowledge of POS, printers, peripherals and desktops/laptops and PC applicationsA practical knowledge of Intranet and Internet Technologies, servers, networking and telephonyGood understanding of network troubleshooting including TCP/IP, VLAN’s, and wirelessExperience working with managed service providersAble to maintain confidentiality of information and systemsKnowledge of security, compliance requirements and practicesMust be able to sit, stand, walk or a combination of the three for up to 10 hours a dayMust be able to lift up to 50 pounds. (See Physical Demands)Must be regularly available and willing to work at least 8 hours per day, five days per week, or such other hours per day or hours per week as we determine are necessary or desirable to meet business needsMust be available and willing to work such weekends and holidays as we determine are necessary or desirable to meet business needsWill be required to carry a cell phone at all times and expected to respond to urgent calls in a timely manner. This may require remote or occasional on-site support. Keyboarding skills and computer proficiency with software knowledge to include MS OfficeExcellent interpersonal, written, and oral communication skills requiredMust be detail oriented, organized, service oriented and responsibleStrong customer service and presentation skillsAble to motivate themselves and a team to work together in the most efficient mannerEagerness to work in a rapidly changing, diverse environment and a willingness to accept ownership and responsibility of the IT they manage to ensure its 24x7 availabilityAble to analyze user needs, problem-solving and reach acceptable solutionsAble to perform effectively with supervision, either independently or as a team memberComprehensive knowledge of POS, printers, peripherals and desktops/laptops and PC applicationsA practical knowledge of Intranet and Internet Technologies, servers, networking and telephonyGood understanding of network troubleshooting including TCP/IP, VLAN’s, and wirelessExperience working with managed service providersAble to maintain confidentiality of information and systemsKnowledge of security, compliance requirements and practicesMust be able to sit, stand, walk or a combination of the three for up to 10 hours a dayMust be able to lift up to 50 pounds. (See Physical Demands)Must be regularly available and willing to work at least 8 hours per day, five days per week, or such other hours per day or hours per week as we determine are necessary or desirable to meet business needsMust be available and willing to work such weekends and holidays as we determine are necessary or desirable to meet business needsAble to execute on other duties as assignedWill be required to carry a cell phone at all times and expected to respond to urgent calls in a timely manner. This may require remote or occasional on-site support

FleetPride is the leader in the industry comprised of retail, service, distribution and wholesale divisions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.