Reliable Parts
  • Dallas, TX, USA
  • Full Time

Company Information

Reliable Parts is a leading distributor of appliance parts in the US and Canadian markets. We have over 60 branch locations and 8 distribution centers across US and Canada. The company's vision is to provide the fastest, easiest, and best service for its customers. The company is looking for top notch team members to join the organization.

Position Purpose

Under direct supervision, provide end-user support and customer service on company-supported computer applications and platforms. Troubleshoot problems and advise on the appropriate action. Use good judgement and problem-solving skills to prioritize business critical requests, including trouble tickets, and system requirements.

Essential Functions

  • Respond to requests for technical assistance in person, via phone, electronically
  • Diagnose and resolve technical hardware and software issues
  • Research questions using available information resources
  • Advise end user on appropriate action
  • Follow standard help desk procedures
  • Log all help desk interactions
  • Administer help desk software
  • Redirect problems to correct resources
  • Identify and escalate situations requiring urgent attention
  • Track and route problems and requests, and document resolutions
  • Inform management of recurring problems
  • Stay current with system information, changes and updates
  • Document solutions for peer review, posting to help desk for level 0 support
  • Monitors systems and escalates concerns before they turn into incidents or outages
  • Install desk-side equipment as needed using ergonomic techniques

Work Experience Requirements

  • High School diploma, and some college experience preferably in Computer Science, Information Systems and/or equivalent formal training or work experience.
  • 3-5 years' work experience in Information Technology or business environment with working knowledge of fundamental operations of relevant software, hardware and other equipment; knowledge of relevant call tracking applications; knowledge and experience of customer service practices; related experience and training in troubleshooting and providing help desk support.

The following certifications are ideal, but not required unless specified:

  • CompTIA A+ (required or in process)
  • CompTIA Network+
  • CompTIA Security+
  • Microsoft Certified Solutions Associate on Windows 7 and greater (MCSA)
  • Microsoft Certified Solutions Expert on Windows 7 and greater, and/or Server 2012 R2 and greater (MCSE)
  • Experience utilizing ITIL or ITSM knowledge to support small to medium size organizations. The role does not require a certification, but you should be actively working toward achieving.
  • Experience with depot service and repair functions to know when to dispatch consumables, service and repair.
  • Self-starter who, with little to no direction, can collect basic information and seek clarification as needed to complete low to medium complex tasks. Should be capable of delivering three (3) to five (5) low to medium complex tasks concurrently.
  • Intermediate knowledge of using industry standard business tools, including Microsoft Excel, Word, Visio, OneNote, Access, and Project.
  • Familiarity with SaaS services like Dropbox, Slack, Zendesk.
  • Personable and professional, with the ability to adjust temperament based on end-user needs and demands. Must be able to set clear expectations with manager and other leadership on the delivery of his/her support.
  • Must have familiarity with a variety of computers and related equipment, common software packages like Microsoft Office.
  • Experience working a list of tickets and using good judgement to prioritize attacking resolutions based on most urgent business needs.
  • Experience administering Microsoft Windows 7 and later, Microsoft Office 2010 and later, Microsoft Active Directory (+), VMWare (+), Microsoft Server (+), Meraki Cisco networking (+).

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must have regular, consistent, and predictable attendance.
  • Ability to utilize office equipment/computers
  • Remain in stationary position, often standing or sitting for prolonged periods
  • Communicate with others to exchange information
  • Work collaboratively in a team environment
  • Regularly use hands and fingers to handle, control or feel objects tools or controls
  • Regularly repeat the same movements when entering data
  • Regularly speak clearly so listeners can understand
  • Regularly understand the speech of another person
  • Frequently focus on one source of sound and ignore others
  • Frequently hear sounds and recognize the difference between them
  • Ability to travel between local locations
  • Ability to lift up to 50 pounds
  • Must also be able to position self to maintain equipment, including under tables and desks.
Reliable Parts
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