**Job Summary** Responsible for operational efficiency at all company locations by providing point-of-contact support for all computing hardware and software. Ensure that all Information Security policies and procedures are followed. Responsible for user account administration in a multi-platform environment. **Major Tasks, Responsibilities, and Key Accountabilities** + Responds to phone calls, email or web tickets; resolves issues and supports all existing computer systems. + Coordinates with support partners to ensure that problems are resolved promptly and effectively by accurately escalating incidents to correct next-level support when appropriate. + Utilizes an established ticketing system to maintain documentation and work history of open incidents throughout the ticket life cycle. Retains important access control documents through electronic media, filing, and other forms of storage. + Troubleshoots printers, passwords, email, Standard Windows Applications, internet access, network connectivity issues, etc. + Assists with the setup of new PCs. Performs tasks, such as creation and configuration of user logon IDs, updating user access, and terminating user access. Troubleshoots system access, problems, and failures. + Ensures the Help Desk maintains exceptional customer service by meeting or exceeding established service level agreements (SLAs). Provides updates and completion information to the Senior Help Desk Associate + Provides after hours on-call support based on an established rotating schedule. + Participates in QA and UAT testing. May provide training to user base on new or revised functionality. **Nature and Scope** + Refers complex, unusual problems to supervisor. + Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques. Work typically involves regular review of output by a senior coworker or supervisor. + None. **Work Environment** + Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable. + 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. + Typically requires overnight travel less than 10% of the time. **Education and Experience** + HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally 2-5 years of experience in area of responsibility. **Our Goals for Diversity, Equity, and Inclusion** We are committed to creating a culture that promotes equity, respect, and advocacy for every HD Supply associate. We value the diversity of our people. **Equal Employment Opportunity** HD Supply is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. HD Supply is an Equal Opportunity Minority/Female/Individuals with Disabilities/Protected Veteran and Affirmative Action Employer. HD Supply considers for employment and hires qualified candidates without regard to age, race, religion, color, sex, sexual orientation, gender, gender identity, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law.