Helpdesk Associate at Knight Transportation Phoenix, AZ
As a Knight Transportation Helpdesk Associate you will act as liaison between customer and IT department; be first point of contact for end-users, answer first-line questions andprovide direction, perform general queries requested by customers, provide basic trouble-shooting and simple solutions toenable continued use of internal IT systems.
Essential Functions:
Respond to requests for technical assistance by phone, email and/or using a help desk management system.
Provide first line response for users requiring assistance with information technology issues and problems (calls, walk-ins, emails,etc.
)Complete tickets to track information technology related problems.
Monitor the performance and utilization of all system hardware, software and networks; ensure the proper utilization,performance and highest availability of resources including but not limited to:
CPU cycles, disk space, response time andnetwork connections.
Track issues from start to resolution, updating the internal knowledge-base and/or communicating outcomes with relevantbusiness units.
Escalate more involved problems to the appropriate tier level support teams; act as a liaison between customers and technicalescalation teams and conduct follow up as appropriate.
Update daily status reports and shift handover reports.
Maintain knowledge of the Information Technology Infrastructure Library (ITIL) methodology, change leadership processes andrisk leadership processes to improve trouble-shooting and problem resolution skills.
Refine and update technical and business skills through work assignments, advanced technical and business training, attendingprofessional and business industry conferences and actively participating in professional organizations.
Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of businessoperations in order to meet company demands and expectations; develop and maintain positive working relationships with allcompany departments.
Proactively work to assist others in achieving the organization's objectives.
Education:
High School Diploma or equivalent required.
Associates in Information Systems or related field preferred.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
Essential Functions:
Respond to requests for technical assistance by phone, email and/or using a help desk management system.
Provide first line response for users requiring assistance with information technology issues and problems (calls, walk-ins, emails,etc.
)Complete tickets to track information technology related problems.
Monitor the performance and utilization of all system hardware, software and networks; ensure the proper utilization,performance and highest availability of resources including but not limited to:
CPU cycles, disk space, response time andnetwork connections.
Track issues from start to resolution, updating the internal knowledge-base and/or communicating outcomes with relevantbusiness units.
Escalate more involved problems to the appropriate tier level support teams; act as a liaison between customers and technicalescalation teams and conduct follow up as appropriate.
Update daily status reports and shift handover reports.
Maintain knowledge of the Information Technology Infrastructure Library (ITIL) methodology, change leadership processes andrisk leadership processes to improve trouble-shooting and problem resolution skills.
Refine and update technical and business skills through work assignments, advanced technical and business training, attendingprofessional and business industry conferences and actively participating in professional organizations.
Maintain a positive work atmosphere by acting and communicating in a manner which facilitates the success of businessoperations in order to meet company demands and expectations; develop and maintain positive working relationships with allcompany departments.
Proactively work to assist others in achieving the organization's objectives.
Education:
High School Diploma or equivalent required.
Associates in Information Systems or related field preferred.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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