Job Description
Help Desk Support Specialist - Level 1
Who is ISN: Integrated Supply Network (ISN) , a private equity owned company, was established in 1985 and has since grown to hundreds of employees worldwide. We are dedicated to creating an environment where our team, partners, and customers can grow and thrive through product and distribution excellence. We currently hold 12 strategically located distribution centers worldwide: seven in the United States, three in Canada, and two in the United Kingdom.
ISN is positioned to be the most trusted partner for automotive tool and equipment. We have built a culture on the foundation of collaboration, trust, transparency, and accountability. We are passionate about servicing our customer and supplier partners to help them achieve rapid growth in their markets.
Our team is agile and embraces change in pursuit of innovation to better support our resellers and their customers, the professional mechanic or technician, the hardcore DIY consumer, and anyone else looking for the best tools at the right time.
To learn more about who we are please visit our website at
Why ISN: At
ISN, we believe in fostering a workplace environment that thrives on collaboration and a shared passion for excellence. Our commitment to a great team is more than just assembling talented individuals; it's about creating a supportive and inclusive community where every contribution matters.
Together, we thrive: When you join us, you're not just an employee; you're a valued member of a team that celebrates achievements, learns from challenges, and grows together. Here, you're a vital part of a diverse and inclusive team that appreciates the richness of different perspectives. Our people make the difference.
Execute your ideas: Our workplace culture is anchored in trust and integrity, empowering team members to take ownership of their work and make a meaningful impact. We recognize and celebrate the unique contributions of each team member, providing a platform for individuals to drive innovation, take initiative, and see the direct results of their efforts.
You're in the driver's seat of your career: We understand that true professional development goes beyond just acquiring new skills; it's about empowering you to use that desire to reach your full potential, diversify your skillset, and gain cross-functional knowledge and experience. Understanding our business can take you places.
Your value goes beyond the work that you do: We recognize and celebrate the entirety of you. For that reason, ISN offers a robust total rewards package that goes beyond "just a paycheck" to include tools to support ALL of you: your wellbeing, financial future, professional goals, and family needs.
ISN is an organization that believes in the strength of a great team, the power of impactful work, the limitless possibilities of individual and collective development, and the holistic value of each team member
Job Overview: The Help
Desk Support Specialist ,
Level 1 at
ISN is an entry-level IT technician who supports business operations by installing, modifying, and making minor repairs to computer hardware and peripherals as well as software systems as needed for all onsite and remote team members across the organization. Additionally, this person provides technical assistance in both a hands-on and virtual capacity to ensure all team members can perform their roles.
Location: Because of the hands-on requirements of this role this position is an
onsite , in-office role based in our
Lakeland Florida corporate office.
Job Responsibilities: - Responding to technical and service support tickets within a reasonable time frame, comply with SLA's
- Record, validate, and sort service desk support requests
- Inspects hardware such as computers, printers, phones, and fax machines
- Deploys and services hardware and peripheral components such as monitors, keyboards, printers, etc.
- Loads specified software packages such as operating systems, word processing, or spreadsheet programs into computer
- Responds to client inquiries concerning systems operation and diagnoses system hardware, software, and operator problems
- Instructs users in use of equipment, software, and manuals
- Performs minor remedial actions to correct problems
- Provides updates, status, and completion information to manager, problem request tracking system, and/or users, via voice mail, e-mail, or in-person communication
- Replaces defective or inadequate software packages
- Provide coverage for other members of the Help Desk team when required based on business needs
- Travel may be required to provide support to other facilities
The above position description is intended to describe the general content, identify the essential functions of, and requirements for the performance of this job.It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.
Qualifications: Education: - Minimum formal education required: High School Diploma or equivalent is required
- Comp TIA A+ and/or Network+ certification is strongly preferred
- A combination of education and work experience also eligible
Experience: - 1-2 years of related experience working in a help desk role or similar capacity
- Strong customer service focus
- Proficient communication and interpersonal skills, both verbal and written
- Proven success multi-tasking and prioritizing multiple requests
- Understanding of computer hardware and peripherals
- Excellent problem-solving skills and attention to detail
Preferred Experience: - Experience working with Active Directory, Exchange, MS Office and Windows
- Good understanding of networks
- Prior experience working with ticketing systems
Skills: In order to successfully perform this role, the following attributes are required:
- Ability to be flexible with scheduling requirements: this role's hours may vary to assist in providing coverage for fellow team members
- Thrives in a team-centric environment
- Strong desire to learn and grow knowledge of IT functions
- Strong problem-solving skills
PHYSICAL DEMANDS Based on the in hands-on nature of work performed in both our office and distribution center settings, being able to work safely and efficiently in both settings is required to successfully perform the functions of this role: - Prolonged sitting in an office environment doing work requiring the use of computers and telephones is required.
- May engage is significant amounts of walking, frequent bending, stooping, and squatting, as well as pushing and pulling of equipment and transport aids.
- Due to the open environment of the warehouse, must be able to work in various weather and temperature. Conditions to include extreme heat, humidity and cold.
- Specific vision abilities required by this job include Close vision.
- The employee must lift and/or move up to 50 pounds.
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.
What We Offer-Why ISN: We care about our team members. This full-time, permanent role on our team offers a competitive compensation package that includes:
- Comprehensive Healthcare benefits: Medical (including HSA or FSA), Dental, Vision, & Wellness plans
- Retirement savings: 401K (with company match)
- Life & Disability coverage
- Paid holidays
- Front-loaded PTO
- Opportunities for advancement in a team focused environment
ISN is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, gender expression national origin, marital status, veteran or disability status.
Job Tags
Holiday work, Permanent employment, Full time, Work experience placement, Remote job, Worldwide, Flexible hours,