Service Desk Analyst I

Hendrick Automotive Group • Charlotte, NC

22h

About The Position

The Service Desk Analyst I is the primary point of contact for all requests for IT assistance and provides technical support on a wide range of issues in a call center environment. This position may require some travel and may assist with software deployments in dealerships. Supervisory Responsibilities: This job has no direct supervisory responsibilities.

Requirements

• Bachelor’s or Associate’s degree from accredited college or university or equivalent IT or customer service experience.
• Ability to understand technical documentation and communicate with non-technical end-users via phone or email.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to determine the nature and severity of problems quickly and determine an appropriate plan for problem resolution.
• Valid Driver’s License
• Microsoft Windows operating systems troubleshooting, Microsoft Office.

Nice To Haves

• CompTIA A+ preferred.
• Willingness to study and obtain A+ and additional IT certifications.

Responsibilities

• Answering phone calls placed to the Service Desk, logging calls in the ticketing system and responding to requests for support made via ticketing system.
• Providing professional and courteous assistance to our Teammates, with a genuine desire to understand and solve problems through to completion.
• Troubleshooting hardware and software issues on Windows 11 systems.
• Provide support for applications including Microsoft Office, Reynolds & Reynolds, and manufacturer software.
• Installing and configuring software on Windows 11 systems.
• Coordinating replacements in the event of hardware failures.
• Processing requests for account changes.
• Producing documentation on systems and troubleshooting practices.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree