IT Service Desk Level 1 - Auto Services Unlimited

Job Description

Auto Services Unlimited is looking for a competent Service Desk Level 1 to provide technical assistance on various systems utilized in the organization. You will respond to ticket requests on basic technical issues to solve them.

An excellent Service desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business. The ultimate goal of the department is to facilitate the service or sale of a vehicle.

Your Duties Will Include

• Receiving inbound telephone calls, chat messages, and emails from Auto Services Unlimited locations and employees
• Providing excellent customer service, technical troubleshooting, and problem resolution
• Providing user-friendly explanations and follow-up using telephone, email, chat, or in-person communication
• Resolving technical problems in a friendly and timely manner in order to ensure customer satisfaction
• Opening support tickets using proprietary software and documenting action steps and resolutions including follow-up
• Ensuring issues are fully documented to allow for seamless escalation to other personnel or vendors as required
• Using professional judgment to resolve a problem
• Escalating customer concerns as necessary to management, as required to meet SLA’s
• Serving as a liaison between customers and other personnel by communicating problems and trends to internal team members for resolution
• Capable of responding to emergency callouts outside of office hours
• Occasionally some travel to local or remote sites to provide assistance to other team members may be required
• Assist with merger and acquisition activities including assimilating and consolidating new locations into the existing technology infrastructure stack
• Working in the ticket queue to assign tickets to various personnel
• Assisting with research of technical equipment or supplies needed for the organization
  
  

The technical solutions that you will be assisting in deploying, configuring, upgrading, troubleshooting, and maintaining include:

• Microsoft Office 365
• Microsoft Windows Active Directory for the purposes of creating, changing, resetting, or disabling user accounts
• Desktop and laptop troubleshooting utilizing various methods to resolve issues or escalate where needed.
• Desktop software issues
• Vendor SaaS platforms
• Network Printing
• Network troubleshooting
• Cloud PBX
• Some knowledge of Data backup/recovery strategies, deployment, configuration, administration, and troubleshooting
• Remote support using TeamViewer and other in-house remote support tools
• Smart device support
• Service desk and end-user training
  
  

Requirements

• Have a solid understanding of computers and operating systems
• Have strong people skills that enable you to get in front of problems and enthusiastically help clients with their troubles
• Possess excellent business communication skills (email, phone, online chat, and verbal)
• Results-oriented critical thinker and problem solver
• Focused on long-term growth potential
• Have some previous experience with a managed service provider (MSP)
• Have previous 1 – 3 years tech support or service desk support experience
• Have different CompTIA certifications such as Network or A (not mandatory)
• Use company allotted time to continue to develop your skills
• Have a high school diploma (or equivalent) and preferably an associate's or bachelor’s degree
• Have a reliable means of transportation with the ability to travel to local client sites to provide Tier 1 resolutions, delivery of supplies, and to assist when called upon
• Valid Driver’s license
• Have the ability to lift a minimum of 50 lbs.
  
  

License/Certification

• Driver's License (Required)