• Job Description

  Req#: 4806

  Come join our team as a Help Desk Technician! We started with pastries handmade by Lois and Lloyd Martin inside of a garage and we have boomed into a multi-facility company where our many products are produced by machines and shipped domestically and internationally. Talk about a rich history and exciting future! As an employer of choice we offer physical, emotional, financial and professional benefits including 401K, disability insurance and paid holidays.
  As a member of the Martin’s family, the Help Desk Technician is responsible for providing extraordinary customer service to end users within the organization. Technicians will go the extra mile to ensure computer hardware and software issues are resolved timely to reduce department down time.

  Summary: The Help Desk Technician is responsible for providing extraordinary customer service to end user s within the organization. Technicians will go the extra mile to ensure computer hardware and software issues are resolved timely to reduce department down time.

  Duties and Responsibilities : include the following. Other duties as assigned.

  • Answers, evaluates, and prioritizes incoming requests for assistance from users experiencing problems with hardware, software, networking, and othe r computer-related technologies in an efficient and timely manner.

  • Collects information about problem and leads user through diagnostic procedures to determine source of error.

  • Logs and tracks calls accurately using problem management database, and maintains history records and related problem documentation.

  • Analyzes and evaluates incident reports and makes recommendations to reduce help line incident rate.

  • Tests software and hardware to evaluate ease of use and whether product will aid user in performing work.

  • Writes or revises user training manuals and procedures.

  • Develops training materials and trains users on software, hardware and handheld equipment on-site or in classroom, or recommends outside contractors to provide training.

  • Installs personal computers, sof tware, and peripheral equipment at workstations and company vehicles following established guidelines.

  • Ensures compliance with Manufacturers Software Licensing for all installed software.

  • Resolves issues with equipment and will facilitate the replacement of any equipment that is not functional, lost or stolen.

  • Maintains accurate records of equipment assigned to route and in the event of lost or stolen equipment notifies the Accounting Department to collect any monies due to Martin's Famous Pastry Shoppe, Inc. for assigned equipment.

  • Performs cleaning, preventive maintenance and repair on MI S Department supported computer hardware when needed. Facilitates the repair of equipment to outside service providers when necessary maintaining accurate record of equipment offsite for repair.

  • Maintains inventory of spare parts and consumable supplies i.e. ribbons, cables, etc. Creates purchase orders when insufficient inventory exists.

  • Provides reports of route equipment distribution and service history to MIS management when requested .

  • A dheres to and enforces safety, food safety, and Good Manu facturing Practices regulations.

  *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.*

  Education and/or Experience:

  • High School Diploma or GED;
  • One year related experience and/or training.

  Other Knowledge, Skills and Abilities:

  • A+ Certification

  • MOUS Certification

  • Knowledge of and experience working with personal computer hardware, printers, peripherals, and telecommunications equipment including fax machines and modems.

  • Knowledge of and experience working with Microsoft Office , Windows 7, Windows CE and Windows mobile platform.

  Physical Demands:

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

  We are an Equal Opportunity Employer (EOE)

• About the company

  Martin's Famous Pastry Shoppe, Inc. is a family owned and operated bakery company, headquartered in Chambersburg, Pennsylvania.

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