Job description
Are you someone who never rests on their laurels, always strives to go above and beyond, and is committed to keeping your PROMISES? Do you appreciate a company culture that is open, fosters work-life balance, and a dynamic team environment? Then Old Dominion is the home for you. We take pride in being the best in the industry, and from our humble beginnings we know that our People and our Family Spirit are the main ingredient in our secret sauce to success. At Old Dominion we are looking for individuals to join the OD Family that will provide innovative solutions and exceed expectations to keep OD the premier transportation solutions provider.
Handle inbound requests for assistance in relation to end-user function and hardware requests including, but not limited to, telecommunications, networking programming and general “how to” questions employees may experience while performing daily tasks.
Primary Responsibilities
- Answer inbound calls, manage email requests and requests logged via Service Desk ticketing solution in a timely and accurate manner while striving to reduce repeat calls for the same issue/user
- Provide first call resolution to at least 70% of inbound requests
- Log all requests in the Service Desk ticketing solution
- Triage requests and determine which can be handled immediately and which need to be passed on for further assistance, then set the handling priority
- Monitor issues, address user termination, and disable all system access upon receipt of notification
- Provide on-the-spot training for training related issues
- Provide systematic updates of circuit outages via ticketing system
- Provide call backs for items within their range of knowledge which couldn’t be handled previously due to time constraints
- Ensure imaging systems are online and operating correctly
- Continually update management staff with information regarding and recurring/abnormal/critical issues
- Provide weekly rotating on call support, typically solo over the weekends
Job Qualifications
Education:
- High school diploma or equivalent
- ITIL Foundations Certification preferred
Experience:
- 1+ year of experience in a service desk environment
- AS400 command line and SAP support skills
- Experience with active directory, Citrix, Microsoft Office and remote support
- Excellent customer service skills
- Excellent verbal and written communication skills
- Accurate typing of 50 wpm
- Self-motivated with a sense of urgency
- Strong analytical and problem-solving skills
- Strong teamwork and interpersonal skills
Join the OD Family Today!
As a Full Time member of our Family, you and your family are eligible to receive:
As a Full Time member of our Family, you and your family are eligible to receive:
- Health, Dental & Vision Benefits
- Short Term & Long Term Disability
- Flex Spending Accounts
- 401(k) Retirement Plan
- Life Insurance
- Wellness Program
- Credit Union access, Vacation & Holiday
- “Birthday Holiday” who doesn’t love some extra attention on their Birthday?
Old Dominion Freight Line, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, and/or gender expression, sexual orientation, age, disability, pregnancy, genetic information, military status, Vietnam Era and/or veteran status, or any other characteristic protected by applicable law(s).
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