Analyst II - PC
About The Position
Provide comprehensive IT support to multiple automotive dealership locations, including diagnosing and resolving technical issues related to hardware (PCs, laptops, mobile devices) and software. Manage and prioritize Help Desk tickets and email queues, ensuring timely resolution of IT support requests within established Service Level Agreements (SLAs). Deploy new application software and perform upgrades following standardized procedures, collaborating with stakeholders to minimize disruption and ensure compatibility with existing systems. Document all technical activities, including troubleshooting steps, resolutions, and system configurations, to maintain accurate records and facilitate knowledge sharing within the IT team. Collaborate with vendors, developers, and infrastructure teams to troubleshoot complex IT issues, escalate major incidents as necessary, and coordinate resolution efforts to minimize business impact. Maintain and update system documentation, operational procedures, and knowledge base entries to ensure accuracy and relevance for ongoing IT support operations. Monitor and manage application availability, capacity, and performance metrics, proactively identifying and addressing potential issues to maintain optimal system performance. Assist in the implementation and enforcement of IT security policies and procedures, ensuring compliance with data privacy regulations and safeguarding company IT assets. Provide technical guidance and training to end-users, including executives and senior management, to enhance their understanding and utilization of IT resources and applications. Participate in IT project initiatives, contributing to project planning, execution, and post-implementation reviews to achieve project objectives and deliverables effectively. Stay abreast of industry trends, technological advancements, and best practices in IT support and service delivery, continuously enhancing skills and knowledge to support organizational goals. Perform all other duties and special projects as assigned
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or a related field or equivalent work experience
- Familiarity with service desk platforms like Cherwell for managing IT tickets and workflows
- Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.)
- 5 years’ experience in providing direct support to end-users in a corporate or enterprise environment
- Experience diagnosing and resolving technical issues with hardware (PCs, laptops, mobile devices) and software (company-supported applications)
- Breadth and depth of expertise in a technical or functional area; knowledge of work processes and tools is generally limited to own area of responsibility or department
- Collecting and analyzing raw data to identify trends, patterns, anomalies, and other helpful information.
- Reviewing and improving analytics processes, methods, and tools to increase efficiency, accuracy, and security
Nice To Haves
- Additional education, certifications, or other distinctions are a plus
Responsibilities
- Provide comprehensive IT support to multiple automotive dealership locations, including diagnosing and resolving technical issues related to hardware (PCs, laptops, mobile devices) and software.
- Manage and prioritize Help Desk tickets and email queues, ensuring timely resolution of IT support requests within established Service Level Agreements (SLAs).
- Deploy new application software and perform upgrades following standardized procedures, collaborating with stakeholders to minimize disruption and ensure compatibility with existing systems.
- Document all technical activities, including troubleshooting steps, resolutions, and system configurations, to maintain accurate records and facilitate knowledge sharing within the IT team.
- Collaborate with vendors, developers, and infrastructure teams to troubleshoot complex IT issues, escalate major incidents as necessary, and coordinate resolution efforts to minimize business impact.
- Maintain and update system documentation, operational procedures, and knowledge base entries to ensure accuracy and relevance for ongoing IT support operations.
- Monitor and manage application availability, capacity, and performance metrics, proactively identifying and addressing potential issues to maintain optimal system performance.
- Assist in the implementation and enforcement of IT security policies and procedures, ensuring compliance with data privacy regulations and safeguarding company IT assets.
- Provide technical guidance and training to end-users, including executives and senior management, to enhance their understanding and utilization of IT resources and applications.
- Participate in IT project initiatives, contributing to project planning, execution, and post-implementation reviews to achieve project objectives and deliverables effectively.
- Stay abreast of industry trends, technological advancements, and best practices in IT support and service delivery, continuously enhancing skills and knowledge to support organizational goals.
- Perform all other duties and special projects as assigned
Benefits
- Health Insurance
- Vision Insurance
- Dental Insurance
- Life and Disability Insurance
- Flexible Spending and Health Savings Accounts
- Employee Assistance Program
- 401(k) plan with Company Match
- Paid Time Off (PTO)
- Paid Holidays, Bereavement, and Jury Duty
- Paid Pregnancy/Parental leave
- Paid Military Leave
- Tuition Reimbursement
- Paid sick leave benefit that meets the mandated requirements (for part-time and temporary employees in geographic areas with statutory paid sick leave)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
