IT Help Desk Representative

Do you thrive on problem-solving and love the satisfaction of getting someone back up and running? We’re looking for a collaborative, customer-focused IT Help Desk Representative  to be the first line of support for our end users.

What You Will Do:

• Field Help Desk incidents and requests from end users via telephone and email
• Prioritize and schedule incident resolution; escalate incidents to the appropriate resolution team
• Record, track, and document Help Desk tickets according to established procedures; include all troubleshooting steps and actions taken through the final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, on-line help, knowledge base articles, and frequently asked questions to aid in incident resolution
• Review documented resolutions and assist in analyzing trends to prevent or resolve future incidents
• Develop knowledge base articles for use by IT and end users
• Maintain Help Desk procedures and test for accuracy
• Perform post-resolution follow up to incidents
• Ensure assigned tickets receive appropriate attention, include meaningful text descriptions, and have the appropriate category and status assigned in the system

What You Will Bring:

• Requires one of the following:
  • Associate’s degree with an emphasis in information technology or a related field of study and one (1) year of IT computer support experience, OR
  • High school diploma or equivalent and three (3) years of IT computer support experience
• Experience with Microsoft Office suite to include Word, Excel, PowerPoint, Outlook, and OneNote
• Strong knowledge of Microsoft Windows
• Proven ability to collaborate with team members
• Excellent written and verbal communication skills in order to clearly explain options and solutions to end-users
• Ability to extract pertinent information from a customer call or email and document accurately
• Ability to maintain composure and adapt in a dynamic, fast-paced, customer-focused work environment characterized by rapid change, minimal lead times, and multiple competing priorities
• Ability to search knowledge articles and web sources for new solutions
• Ability to give full attention to what other people are saying, taking time to understand the points being made, and asking questions as appropriate and building rapport with end users
• Ability to exhibit creativity and flexibility in solving customer problems
• Strong attention to detail

 

Overview: Dart makes everyday products that give people the freedom to enjoy the food & drinks they love, wherever they are. From to-go containers and dinnerware to tamper-evident food packaging and even the red Solo cup, Dart products have been keeping people on the go and having fun for more than 50 years. Dart is a family-owned, family-focused company of 13,000 employees united by a shared set of values. Headquartered in Mason, MI, Dart has 30 locations in four countries.

Benefits: Dart Container full-time employees enjoy great benefits, including medical, dental, vision, life insurance, 401(k) with company matching contributions, paid vacation, paid holidays, short-term disability, tuition assistance, product discounts and more.

Dart Container is a drug-free workplace. Candidates are subject to a drug test (excluding THC*/marijuana/cannabis) and background check at the time of offer.

*THC testing ONLY when such testing is required by law.

Dart Container is an equal opportunity employer and will consider all candidates for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

If you have a disability and need an accommodation to access this website or for the application process, you should call Dart at (800) 545-3278 Ext 3370 or email us at [email protected]. Relay calls can be made by dialing 711 or the relay number for your state.

If you experience difficulty applying online, you may call (800) 545-3278 Ext 3390 or email us at [email protected] for assistance.