Service Desk Support Technician I

Company

Cox Automotive - USA

Information Technology

Service Desk Support Technician I

Individual ContributorCan work remotely but need to live in the specified city, state, or region

Yes, 5% of the time

Variable

Compensation

Hourly base pay rate is $17.40 - $26.06/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.

**This position is not related to a desktop/helpdesk support role - please read the description and requirements carefully before applying.**

Under limited supervision, the Service Desk Analyst I support multiple functions within the department by providing support within the data workflows. The Service Desk Analyst I is the first line of contact for management, internal and external clients, and reviews daily processes for maintenance, process improvement, research and analyzing file processing errors and service level agreements.

Required Shift: 10a-6:30p Pacific Time or 1p-9:30p Eastern Time

Will occasionally work other shifts as needed to assist with coverage.

Responsibilities:

• Monitor the constant flow of data and automation processes according to predefined expectations.

• Manage multiple tasks and work according to criticality and prioritization to meet departmental and client SLA requirements.

• Aid and support technical staff internally and externally.

• Verify files are formatted, named, and encrypted according to predefined expectations.

• Verify file locations and files are properly archived.

• Analyze files, logs, reports, and processes to find and identify errors.

• Perform investigation, analysis, documentation, and solution proposal for technical issues.

• Respond promptly to file delays, issues, or concerns.

• Manage test tasks and test environments while working with other departments.

• Work with databases

• Manage service orders, error queues, and performance tracking requirements.

• Use support software programs, utilities, and executables to manage daily processes.

• May be expected to review, format, and input data for computer processing.

• Maintain and revise procedural documentation.

• Research data and application issues using documented specifications.

• Provide various levels of troubleshooting assistance to internal and external clients.

• Create new or update existing batch files.

• Create new or update an existing ASP page.

• Attend meetings pertaining to new onboarding clients and state.

• Record issue status and resolution in trouble ticket system

• Identify and resolve file processing issues.

• Communicate with stakeholders regarding status of issues, proposed resolution, and timelines.

• Create system documentation as required.

• Perform metrics, progress tracking, and reporting.

• Monitor Daily Tasks

• Assists with special projects as assigned.

Minimum Qualifications:

• High School Diploma/GED

• Experience in creating MS office documentation such as Word, Excel, Power Point and Visual Studio.

• Experience with Secure File Transfer Protocol (SFTP).

Preferred Qualifications:

• Associate's Degree

• 2-4 years experience

• Experience in ASP/HTML, CSS, VB script, Fox Pro languages.

• Experience with creating .bat file.

• Experience in 24x7 automation suite.

• Experience working with trouble ticket systems

• Industry knowledge and experience (titling)

To be employed in this role, you’ll need to clear a pre-employment drug test. Cox Automotive does not currently administer a pre-employment drug test for marijuana for this position. However, we are a drug-free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, parental leave, and COVID-19 vaccination leave.Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry-leading dealer-facing companies like vAuto and Manheim, all while enjoying the people-centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.