• Job Description

  Req#: 3323299

  Description

  PRIMARY PURPOSE: The Help Desk Specialist provides support to internal staff and North Texas Food Bank agencies by resolving inquiries and issues. This position will be responsible for implementing, addressing, and tracking service requests to resolution, ensuring stakeholders receive timely and effective solutions.

  MINIMUM QUALIFICATIONS:

  Education:

  • Associate’s degree in business, management or related field preferred, or an equivalent combination of education and experience

  Special Knowledge/Skills/Abilities:

  • Proven customer service and problem-solving experience
  • Strong interpersonal and collaboration skills
  • Demonstrated effective verbal and written communication skills
  • Good judgment with the ability to make timely and sound decisions
  • Basic knowledge of ticketing systems a plus
  • Intermediate proficiency with MS Office applications
  • Must have strong verbal and written communication skills as it relates to the job
  • Knowledge of warehouse safety regulations preferred

  Experience:

  • One year of relevant work or customer service experience required
  • Food Bank, facilities, call center, or warehouse experience a plus

  PRINCIPLE DUTIES AND RESPONSIBILITIES:

  • Process help desk ticket requests to ensure timely support and efficient service
  • Coordinate with other departments to facilitate the resolution of identified issues within agreed Service Level Agreements (SLAs)
  • Assist the Help Desk team in ensuring issue resolution with both customers and internal departments
  • Ensure personal resource allocation and coverage to meet or exceed service level metrics
  • Utilize help desk system for tracking, information gathering, and/or troubleshooting
  • Perform other tasks and duties as assigned

  MENTAL DEMANDS:

  • The person in this position needs to adapt well in the face of workplace stressors such as customer complaints, meeting deadlines and competing priorities. of reasonable or high significance to the successful function of the unit.
  • Must be able to gather and classify information for the purposes of notifying those impacted

  PHYSICAL DEMANDS:

  • While performing the duties of this job, the employee is required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop; kneel, crouch or crawl; talk or hear.
  • Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
  • The employee must occasionally lift and/or move up to 25 pounds.

  ENVIRONMENTAL FACTORS:

  • Moderate to loud noise (i.e. business office with open floor plan with computers, phone, and printers, light traffic and warehouse with forklifts and pallet jacks, medium to heavy traffic).

  The mental and physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

  
  

  This is not necessarily an exhaustive list of all skills, duties, responsibilities, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, NTFB reserves the right to revise the job or to require other or different tasks be performed as assigned.

  
  

  The North Texas Food Bank is an equal opportunity employer.

• About the company

  The North Texas Food Bank is a social benefit organization located in Plano, Texas.

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