IT, Desktop Support Technician - Full-time

Henley Enterprises, Inc. and associated entities is a privately held Franchisee of Valvoline Instant Oil Change (VIOC) currently operating over 220 VIOC locations in Massachusetts, New Hampshire, Rhode Island, Maryland, Virginia, Delaware, New Jersey, Pennsylvania, Florida, Ohio, Michigan and California. The Company has grown rapidly and is projecting continued growth moving forward.
POSITION SUMMARY:
Responsible for providing on-site and remote technical support to keep our end users and service centers productive, operational, and secure. This person will have responsibility for identifying and resolving desktop-related I.T. root cause issues and providing proactive maintenance as needed. Additionally, this person will assist users in solving their day-to-day desktop issues. This position reports directly to the Help Desk & Systems Support Manager.

The position is based in the Newton Highlands office and will also interact with remote Henley end users across the country. With remote users, assistance will involve connecting to their computer and troubleshooting with them over the phone.

This person will also provide support to our service centers from time to time as needed. There will be opportunities to work on major upgrades and software implementation projects. This will often require learning new systems and developing strategies for troubleshooting them.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

ESSENTIAL JOB FUNCTIONS INCLUDE BUT ARE NOT LIMITED TO:

• Support Windows 7/10, Microsoft Office 2016 products, SharePoint 2016, Sage 100C
• Support laptops, desktops, tablets, smartphones, VOIP phones
• Research new products and hardware
• Execute system wide rollout out of upgrades and new software
• Diagnose issues and order hardware replacement as needed in service centers
• Remote login to systems and troubleshoot over the phone
• Manage SD-WAN environments in the service centers
• Resolve vendor issues as needed
• Troubleshoot video surveillance environments in stores

QUALIFICATIONS:
Skills & Competencies

• Troubleshooting - Able to gather appropriate information and discover root cause of an issue. Propose reasonable solutions for long term solutions.
• Engagement - Actively engage end-user to identify opportunities and business needs; Listen and communicate ideas and thoughts clearly; Build relationships and establish trust to create strong partnerships.
• Organizational Commitment - Fulfill obligations in a manner consistent with the Company's vision and values, Act with sense of urgency; Individually contribute to the Company's initiatives of sustained profitable growth and expense management; Respond positively to changing business needs, practices and process
• improvements.
• Customer Focus - Acts with customers in mind; dedicated to meeting the expectations and requirements of internal and external customers; establishes and maintains effective relationships with customers; gains their trust and respect.
• Focus on Results - Pursue commitments and deadlines until completion; Take responsibility for outcomes; Take independent actions and calculated risks; Recognize and act on opportunities.
• Computer Skills: Windows 7/10 support, MS Office applications, technical understanding of PCs, and general understanding of network infrastructure and VOIP phones.
• Strong logical, analytical and reasoning skills; solid oral and written communication skills and attention to detail.
• Team orientation and ability to contribute to a cooperative and collaborative work environment.
• Self-motivated with the ability to work independently on multiple tasks simultaneously.
• Ability to return to workplace outside normal work schedule to resolve system issues

Education and Experience Requirements

• 2 years related work experience in systems support or help desk.
• High school equivalency degree or higher

ENVIRONMENT & PHYSICAL REQUIREMENTS
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, stand, walk, use hands and fingers to feel and handle, reach with arms and hands, talk and hear. While performing the duties of this job, the employee may incidentally be required to stoop, kneel and crouch, lift weight or exert a force up to a maximum
• of 25 pounds.
• Specific vision abilities required by this job include close vision and ability to adjust focus.
• The noise level in the office work environment is usually moderate (business office with computers and printers). May sometimes work in the service center with elevated noise levels.
• A current valid driver's license and insurability rating is required; occasional travel by vehicle may be required.
• Frequent local/regional travel by vehicle and occasional overnight travel via common carrier to other regions may be required.

The above description is not intended to be an "all-inclusive" list of the duties and responsibilities of the job described, nor is it intended to be such a listing of the skills and abilities required to do the job. Rather, it is intended only to describe the general nature of the job.

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