at Patterson Companies, Inc. in Effingham, Illinois, United States
Job Description
Patterson isn’t just a place to work, it’s a partner that cares about your success.
One of the distinguishing marks of our company is the talented people who embrace the people-first, always advancing, and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization.
The IT Service Desk Specialist I will properly triage incoming user requests and incidents, via phone, email, and/or chat session, to ensure the user’s questions are answered in a timely manner. This includes identifying, logging, categorizing, prioritizing, diagnosing and actively resolving user incidents for Patterson systems; in addition to escalating incidents when considered appropriate and necessary to maintain service level agreements (SLA). Incident resolution will involve the use of diagnostic, tracking and remote tools, in addition to critical and analytical thinking skills. The Patterson IT ServiceDesk, consisting of 10-15 team-oriented members, assists 7000+ co-workers globally, using the above-mentioned communication methods. We are responsible for not only assisting our employees with various technologies, but also providing a top-notch experience that they can pass on to their customers.
Responsibilities:
+ Provide technical assistance and support for incoming user requests via phone, email and/or chat sessions as a single point of contact.
+ Troubleshoot and resolve user issues in a timely manner including the use of Active Directory, Knowledge Bases, and Incident Management Systems, and other resources on the Internet/Intranet to aid in problem resolution.
+ Follow established department processes and procedures and escalate incidents to the Service Desk Senior Specialists Assignment Queue as needed.
+ Communicate appropriately with peers, management, and users to ensure user issues are addressed in a timely manner.
+ Meet or exceed department performance metrics such as call lengths, after call work, and productivity.
+ Maintain relevant skills through weekly training and team meetings.
+ Ability to assist multiple callers simultaneously by way of the Patterson IT ServiceDesk email queue whenever needed.
Minimum Qualifications
+ High School Diploma or equivalent.
+ Experience in Customer Service
+ Excellent written, verbal and interpersonal communication skills
+ Consistent, positive attitude and respect for high quality standards
+ Experience using Microsoft Windows and related technologies
+ Ability to make quick, sound judgments when answering questions
+ Ability to multi-task
+ Committed to being a team player
+ Highly motivated, ability to take ownership of assignments/incidents
+ Ability to recall numerous guidelines and procedures
+ Excellent organizational skills
+ Ability to absorb new ideas and concepts quickly
+ Strong analytical and problem-solving abilities
Preferred Qualifications
+ Technical or Associate Degree with emphasis on Information Systems or related field
+ At least 1 year of technology experience in a similar support role.
+ Experience in a Technical Support / Call Center role
+ Basic understanding of ITIL incident management methodology
Environment Factors:
+ Operating a computer or other office device (computer and/or phone for an 8-hour day with two 15 minute breaks and one 30-60minute lunch)
+ Talking or hearing — “position involves frequent communication with (inside staff, etc.) and requires ability to understand and effectively exchange accurate information”
+ Reading or sight — “requires troubleshooting of computers, phones, etc. and typing notes”
Travel
This position requires minimal travel (10%) in a national area.
This role is open to primarily remote work. Looking for candidates primarily in Minnesota or Illinios.
What’s In It For You: (http://www.pattersoncompanies.com/careers/default.aspx#section=benefits)
We provide competitive benefits, unique incentive programs and rewards for our eligible employees:
+ Full Medical, Dental, and Vision benefits and an integrated Wellness Program.
+ 401(k) Match Retirement Savings Plan.
+ Employee Stock Purchase Plan (ESPP).
+ Paid Time Off (PTO).
+ Holiday Pay & Floating Holidays.
+ Volunteer Time Off (VTO).
+ Educational Assistance Program (Tuition Reimbursement).
+ Full Paid Parental and Adoption Leave.
+ LifeWorks (Employee Assistance Program).
+ Patterson Perks Program.
EEO Statement
As a people-first company, Patterson promotes a culture that embodies and celebrates diversity and inclusivity. We believe our employees’ unique experiences and differences is what strengthens us and drives our success. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status.
We are Patterson. We welcome you.
At Patterson Companies, we live our values everyday. With more than 8,000 employees worldwide, we’re responsible for providing dentists, veterinarians, animal producers, and farmers with the support they need to keep us and our animals healthy.
An Equal Opportunity Employer
Patterson Companies, Inc., is an equal opportunity employer. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.
