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Helpdesk Coordinator I - Associate

Company: Graco
Location: Minneapolis
Posted on: March 30, 2024

Job Description:

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life.

Job Purpose

Provide first-level support for Graco computer system users for information or help with problems related to system or program problems, data access, user ID administration, and production outputs.

Essential Duties

  • Receive end-user calls for information and problem resolution via phone and e-mail; log and track the call through its resolution.
  • Initiate the problem resolution process by assisting in determining the problem criticality, assigning an appropriate priority, and notifying the appropriate support person.
  • Provide final resolution and/or initial investigation and, when appropriate, escalate to higher support levels in a timely manner.
  • Provide problem status when requested.
  • Escalate severe problems to the next level Coord Helpdesk or Manager when urgency requires additional attention.
  • Answer caller questions regarding system procedures, on-line transactions, and report distribution and computer schedules.
  • Communicate scheduling and availability changes to all Graco system users in advance so that planning can be done in a business-like manner.
  • Promote teamwork within the IS organization.
  • Work on special assignments, including liaison duties for initiatives or projects.
    Position Requirements

    Education/Certifications
    • Two years of post-secondary education or equivalent combination of education and/or experience in MIS/Computer Science.
      Experience
      • 1-2 years of experience in a help desk or customer service capacity.
        Knowledge
        • AIX experience
        • Lotus Notes experience
        • MS Office
        • Active Directory basics
        • PC hardware basics
        • Windows OS experience
          Skills/Competencies
          • Excellent customer service skills including telephone techniques, listening skills, empathy, a sense of urgency, and enthusiasm
          • Excellent verbal and written communication skills. Must communicate effectively with peers, end-users, and management
          • Demonstrate problem-solving skills by using available resources and prioritization skills.


            #LI-AI1

            Power to Be
            At Graco, the Power to Be means providing the support, resources and freedom to pave your own way. Bring your unique attributes to the table, along with a commitment to being your best self, and you can be a part of a culture that rewards effort, celebrates uniqueness, and gives you the tools you need to succeed and become your best, fullest self along the way. Our culture empowers employees to chart their own career path. Our managers provide support and opportunities while offering freedom for employees to find their own Power to Be. Whether you decide to move up within the same department or expand to another cross-functional group, you will gain the well-rounded experience to succeed on your own terms.

            Graco has excellent opportunities available to individuals who want to be part of a fast-moving, growing company that is committed to quality, innovation and solving fluid handling problems for our customers. Graco is proud to be named a Best Place to Work by Fortune Magazine in 2016, 2018, 2019, 2021 & 2022. Graco offers attractive compensation, benefits and career development opportunities. Graco's comprehensive benefits include medical, dental, stock purchase plan, 401(k), tuition reimbursement and more.

            Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

            Proven Quality. Leading Technology. Launch your career with Graco!

Keywords: Graco, Minneapolis , Helpdesk Coordinator I - Associate, Other , Minneapolis, Minnesota

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