Job Summary

Ensure operational efficiency of all Core & Main locations by providing Level 1 support for all computing hardware and software. 

Major Tasks, Responsibilities and Key Accountabilities

Responds to inbound phone calls, email, or web tickets; provides proactive service in the diagnosis and resolution of all incidents, problems, and requests for all existing computer hardware and software, output devices, mobile devices, and ERP applications.

Works to meet agreed Service Level Agreements.

Ensures the Help Desk maintains a high level of customer service. Trains and mentors Help Desk Analysts.

Makes recommendations to streamline support processes. Maintains knowledge base.

Assists in the coordination of IT support to ensure that problems are resolved promptly and effectively by accurately escalating incidents to correct level 2 support when appropriate.

Maintains documentation of work history of personal computers and equipment.

Sets up new PCs. Troubleshoots printers, passwords, emails, Standard Windows Applications, Internet Access, network connectivity issues, etc.

Provides on-call support after hours based on established rotation schedules.

Career Level Dimensions

Typical Training/Experience

• HS Diploma or GED strongly preferred. Specialized skills training/certification may be required. Generally, 2-5 years of experience in area of responsibility.

Problem Complexity

• Refers complex, unusual problems to supervisor.

Autonomy

• Under general supervision, exercises some judgment in accordance with well-defined policies, procedures, and techniques.
• Work typically involves regular review of output by a senior coworker or supervisor.

Environmental Job Requirements

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
• Typically requires overnight travel less than 10% of the time.
• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Preferred Qualifications

• Associate degree in technical discipline and/or technical certification; A+, MCP, and/or MCSE preferred.
• Bachelor's degree preferred.
• Minimum of a Technical School Degree.
• PC and tablet troubleshooting skills and repair experience.
• Knowledge of Windows 10 OS
• Strong knowledge of Microsoft Office applications (O365)
• Printer troubleshooting and configuration experience.
• Network connectivity troubleshooting skills.
• Experience supporting iPhones.
• Excellent verbal and written communication skills.
• Customer service skills a must.

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About Core & Main

Based in St. Louis, Core & Main is a leader in advancing reliable infrastructure™ with local service, nationwide®. As a specialty distributor with a focus on water, wastewater, storm drainage and fire protection products and related services, Core & Main provides solutions to municipalities, private water companies and professional contractors across municipal, non-residential and residential end markets, nationwide. With over 370 locations across the U.S., the company provides its customers local expertise backed by a national supply chain. Core & Main’s 5,700 associates are committed to helping their communities thrive with safe and reliable infrastructure. Visit coreandmain.com to learn more.

Core & Main is an Equal Employment Opportunity employer. Employment at Core & Main is based solely on a person’s merit and qualifications directly related to professional competence.  Core & Main does not discriminate against any employee or applicant on the basis of race, creed, color, religion, national origin, nationality, ancestry, age, disability, veteran status, pregnancy or related condition (including breastfeeding), affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, citizenship, or any other basis protected by law.

None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.

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