Our company culture is built upon YKK’s philosophy called the CYCLE OF GOODNESS™. We believe that providing value and being fair to our customers and our employees is what makes us a successful company in return. Guided by our core values and fundamental behaviors, we strive to foster a caring company, committed employees and challenging work that benefits our employees, customers, and communities. We offer competitive compensation packages, training and advancement opportunities. YKK AP America provides employees with a comprehensive benefits package designed to provide the security they need to enjoy life at home and at work. By providing a high level of benefit coverage at a reasonable cost to the employee, we hope to foster a long and productive employment relationship. **Summary:** Provides software and hardware support services to internal users of the organization's computer systems and IT network. Will provide first level support and resolution resource, including answering Help Desk phone calls, questions, providing advice, investigating, triaging and troubleshooting, and following up to assist users. Ensures all incidents and requests are analyzed, triaged, recorded, resolved and reported back within the promised timeframes. Able to communicate service requests over the phone, online, or in person to all operational units via our online ticket system. This individual will also provide support to the level two analyst with Installing, configuring, and troubleshooting hardware including laptops, desktops, phones, scanners, printers and other technology peripherals. **Essential Duties, Responsibilities & Requirements** include the following. Other duties may be assigned + First Tier level Help desk support with a focused emphasis on customer service excellence, recording & triaging issues and providing meaningful results to end users to meet or exceed expectations + Monitors & fields phone calls via the Help Desk hotline. Records all calls in ServiceDesk ticket tracking application + Assures that each issue or topic is thoroughly triaged, resolved, and reported back to the end user, prior to escalating to Tier 2 analyst, and/or System Administrators + Ability to recognize required escalation paths and provide troubleshooting insight to Tier II & System Administrator level support + Performs on-site, desk-side, and remote installation, maintenance, troubleshooting and repair of hardware and software + Assists with managing and organizing the data center and storage area for asset storage and hardware decommissioning + Assists with management of inventory and procedures for access + Ability to manage multiple tasks, highly organized with the ability to prioritize demand for self in a fast-paced environment + Must have the ability to work independently as well as collaborate as a team **Required Skills** include the following, but not limited to: + Customer Service Excellence + Assist with set up and troubleshooting peripheral devices + Assemble and disassemble computing hardware + Set up and support basic office networks + Implement cybersecurity controls appropriate to help desk and technical support roles + Troubleshoot and support end-user access to applications and data + Experience in a break-fix environment + Ability to lift and palletize heavy equipment occasionally weighing 25 pounds or less (computers, servers, monitors, printers, etc.) + Strong verbal and written communication skills + Ability to multi-task to accomplish time driven goals **Education/Experience:** + Associate's degree or equivalent from two-year College or technical school in computer networking or hardware support plus 1 - 2 years of related experience; or equivalent combination of education and experience are preferred + A+ Certification preferred **Certificates and Licenses:** Hardware and/or networking certifications preferred ​ **Recruiter Contact:** ASHLEY LITTLE ASHLEYLITTLE@YKKAP.COM **YKK AP America Inc. is an Equal Opportunity Employer committed to a culturally diverse workforce** **.** **YKK AP America Inc. will not discriminate or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.** **United States Department of Labor.** **Learn more** **(Opens in a new window)** **.** **YKK AP America Inc. participates in the E-Verify program as required by law.** **Learn more about the E-Verify program** **(Opens in a new window)** **.** **YKK AP America Inc. is committed to working with and providing reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require a reasonable accommodation for any part of the application or hiring process can follow the process outlined below when applying for a position: Provide your name and contact information to YKK AP's Accommodations team at accommodationrequest@ykkap.com (accommodationrequest@apple.com) . Your request will be responded to as soon as possible. Reasonable accommodations will be determined on a case-by-case basis.** **Employment with YKK AP America Inc. is conditioned upon successfully completing a negative drug test for the presence of illegal drugs.** **Notice on Recruitment Fraud** **At YKK AP America Inc., we do not ask for personal financial information during telephone, in-person or video interviews nor do we charge job seekers fees as part of the recruitment process. YKK AP's recruiting correspondence will be sent by a recruiting representative with @ykkap.com (https://careers.ykkap.com/) email address — not @** **gmail.com** **, @** **yahoo.com** **, @** **hotmail.com** **or any other email domain service.** **If you have concerns related to this issue, consider the following actions: 1) Place a freeze on your credit reports:** **https://www.consumer.ftc.gov/articles/0497-credit-freeze-faqs** **; 2) file a complaint with the U.S. Federal Trade Commission: https://www.ftccomplaintassistant.gov/ (https://reportfraud.ftc.gov/#/assistant) ; and/or 3) file a report with your local law enforcement agency immed** **iately.**