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Job Description
At AriensCo, we build more than exceptional products – we create opportunities that impact careers. Our culture values innovative thinking, hard work and determination. We interact in teams, collaborate together and make decisions quickly.
We see growth potential in every team member, and are committed to supporting our employees with continuous training and advancement opportunities.
Our environment? We’re corporate, without being “corporate.” Whether you work at our headquarters, manufacturing facilities, or one of our global distribution businesses, you’ll always have the freedom to create and contribute. Our company vision is “Passionate People, Astounded Customers.” Quite simply: it revolves around people
Speaking of people, you’re not just employee #1,762 to us. You’re family and your role is invaluable. Without exceptional people, we can’t continue to produce the amazing products we’re known for around the world.
Ready for the ride of your career? Then come join us. By joining our team, you’ll have the opportunity to work in a rewarding workplace with a strong sense of community.
Job Description:
The Help Desk Support Specialist’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level. This position will primarily remain at the help desk with some deskside support being provided.
The Day To Day…
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Provide first contact support of incoming incidents and requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues and requests.
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Build rapport and elicit problem details from service desk customers.
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Prioritize incidents and service requests according to defined processes to meet defined SLAs.
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Escalate incidents and requests with accurate documentation to suitable technicians, when required.
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Record, track, and document the service desk incident and request resolution process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
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Use remote tools and diagnostic utilities to aid in troubleshooting.
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Research solutions through internal and external knowledge sources as needed.
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Identify and learn appropriate software and hardware used and supported by the organization.
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Develop standard work for end users.
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Participate in or facilitate small project work as directed.
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Perform and/or own on-going administrative tasks as assigned.
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Provide suggestions for continual improvement.
The Requirements…
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An Associate Degree in Information Technology or related field is preferred.
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2 years’ experience in Information Technology discipline or equivalent is preferred.
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2 years’ experience in a customer service role.
About AriensCo
Since 1933, the AriensCo name has been associated with reliable, durably crafted, high-performance outdoor power equipment. Our core values – Be Honest, Be Fair, Respect the Individual, Keep our Commitments, and Encourage Intellectual Curiosity define our culture and inspire our team. We believe passionate people and astounded customers lead to unstoppable success.
Our employees’ quality of life is important to us. When people feel appreciated, respected and supported, careers thrive and ideas come to fruition. AriensCo employees are provided various great benefit opportunities which may include:
- Medical, Dental, Vision Insurance effective first day of employment
- Onsite health clinic with Bellin Health
- Life Insurance
- 401(k) and profit-sharing plans
- Bonus Programs
- Accident and Critical Illness Insurance
- Paid vacation, holidays and leave programs
- Flexible spending account (FSA) plan
- Voluntary wellness programs
- Employee Product discount program
- Employee Assistance Program
- Gym discount membership program
- Tuition Reimbursement
- Safety shoes and safety prescription glasses reimbursement
- Apprenticeship opportunities
- Cross-training and job rotation opportunities
- Career paths
- Ongoing development through the Ariens Academy
- Kaizen Events – continuous improvement
- Ability to win products
- Daycare facility in Brillion, WI
EEO Statement
The concept of diversity is important to us at AriensCo. That’s why we’ve created a culture that is inclusive, accepting and understanding. We embrace diversity among our partners, suppliers and employees. We also strive for diversity in the quality of our ideas. Inclusion and acceptance means that, regardless of who you are, you will always be standing on our welcome mat.
AriensCo is an equal opportunity and affirmative action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by applicable law. AriensCo hires and promotes individuals solely on the basis of their qualifications for the job to be filled.
Providing our employees with an environment free of discrimination and harassment is something we take very seriously. Embracing diversity enables us to attract the best talent, foster productive teamwork, and expand our business opportunities.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
