Home Depot PRODUCT SUPPORT SPECIALIST - Instructional Designer in Austin, Texas

POSITION PURPOSE

The Product Support Specialist is responsible for handling escalated requests, maintaining tracking of licenses and software application discs, license keys, and the PCLS software server, and nurturing vendor relationships.

The Product Support Specialist is also responsible for collaborating on and producing content for the knowledge database and training materials for more junior team members.

MAJOR TASKS, RESPONSIBILITES AND KEY ACCOUNTABILITIES

25% - Support & Enablement:

Receives incident from escalation of L1 or receives incident from application and infrastructure teams directly; troubleshoots technical issues via phone, tickets and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates unresolved issues to L3 or engages service vendor

Actively listens to and builds rapport with end users to elicit problem details, applying conflict resolution skills as needed

40% - Delivery & Execution:

Has administrative rights; can make change to systems hardware and software

Partners with engineering team to resolve any SCCM Software Center issues

Maintains, upgrades and supports existing systems to ensure operational stability

Applies diagnostic utilities to as needed to complete troubleshooting activities

Identifies new and existing requirements and installs necessary hardware and equipment infrastructure to meet these requirements

Accesses software updates, drivers, and knowledge bases as needed to achieve problem resolution

Tests fixes prior to closing tickets to ensure problems have been adequately resolved

Obtains and maintains license keys and associated software assets

Maintains the PCLS software server which contains manual installation packages

Negotiates with vendors to ensure that all system requirements are met in a timely and efficient manner; maintains and nurtures relationships with software vendors

Interacts and builds relationships with site leadership where applicable

10% - Administration & Operations:

Documents all pertinent end user identification information including nature of problem

Records, tracks, and documents the problem-solving process for each ticket

25% - Learning:

Actively engages in and supports formal and informal training sessions to share new skills and knowledge including, but not limited to, usage of system to obtain license keys and updates on additions and changes to the PCLS software server

If new issue or known issue with incomplete resolution in the Knowledge Base, updates Knowledge Base system for L1s upon resolution

NATURE AND SCOPE

Typically reports to the Product Support Supervisor, Product Support Manager or Sr. Manager.

ENVIRONMENTAL JOB REQUIREMENTS

Environment:

Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Travel:

Typically requires overnight travel less than 10% of the time.

Additional Environmental Job Requirements: MINIMUM QUALIFICATIONS

Must be eighteen years of age or older.

Must be legally permitted to work in the United States.

Additional Minimum Qualifications:

Must be legally permitted to work in the United States

Education Required:

The knowledge, skills and abilities typically acquired through the completion of a high school diplomas and/or GED.

Years of Relevant Work Experience: 1 years

Physical Requirements:

Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Additional Qualifications:

Preferred Qualifications:

1-3 years of relevant work experience

Proficient in CRM or standard help desk ticketing systems and remote monitoring and management software

Proficient in Microsoft Office standard applications

Proficient in troubleshooting and diagnosing networking issues and problems with modern operating systems

Proficient in troubleshooting and diagnosing in virtualized and cloud-based environments

Experience with administering antivirus software

Experience with administering mobile devices and mobile device management systems (iPhone, Android)

Experience with data management (backup) software and Windows Server

Experience with DNS, DHCP, Internet infrastructure, and IP informational tools

Experience with setting file permissions, email protocols (SMTP, POP), Active Directory, and Citrix Servers

Experience contributing to and developing content for a knowledge database and team training documentation

Experience se

rving as a resource for more junior team members on how to approach or complete Support Desk tasks

Knowledge, Skills, Abilities and Competencies:Being Resilient: Rebounding from setbacks and adversity when facing difficult situations

Collaborates: Building partnerships and working collaboratively with others to meet shared objectives

Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique

needs of different audiences

Customer Focus: Building strong customer relationships and delivering customer-centric solutions

Decision Quality: Making good and timely decisions that keep the organization moving forward

Interpersonal Savvy: Relating openly and comfortably with diverse groups of people

Manages Conflict: Handling conflict situations effectively, with a minimum of noise

Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder

Resourcefulness: Securing and deploying resources effectively and efficiently

Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.