IT Service Desk Analyst I

Job Description:

JOB OVERVIEW

Under supervision, the Service Desk Agent I will be responsible for resolving issues related to Wheels Information Technology systems. They should be able to resolve technical issues including problem recognition, resolution research and resolution implementation with the goal of reducing the impact of IT related problems and requests to internal customers.

They should be able to resolve less complex issues immediately, while working to resolve more complex issues in collaboration with their peers prior to engaging a higher level of technical support. Effectively utilize the implemented ITSM processes and tools to provide service to internal customers. The Service Desk Agent I should assist in the recognition of trends and potential technical problems proactively to ensure that IT Operations provides worldclass service to the Wheels US Business.

Wheels IT Operations functions with the following core beliefs:

• We are proactive

• • Everything we do is customerdriven, customerfocused and adds value

  • • We are innovators, we make mistakes, we learn from those mistakes, we correct, and we’re better because of it

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      KEY RESPONSIBILITIES ESSENTIAL FUNCTIONS

      • • Provide initial technical support at the Service Desk for inquiries received via Phone or electronic communications

        • • Effectively assess the nature of problems, working with various levels of customers within the company.

          • • Resolve first line issues, transfer complex issues to appropriate second or third level support.

            • • Monitor and document production systems status and any error messages, notify appropriate technical resource in a timely manner.

              • • Document Service Desk calls, technical resolutions, and IT processesprocedures in the designated ITSM Tool

                • • Utilize appropriate steps within the IncidentProblem Management process.

                  • • Complete required documentation for IT processesprocedures in a timely manner.

                    • • Communicate with coworkers, team members, management, clients and others in a courteous and professional manner.

                      • • Conform with and abide by all regulations, policies, work procedures and instructions.

                        • • Demonstrate reliable and predictable attendance.

                          • • Other duties assigned to ensure overall departmental efficiency

                            • OTHER DUTIES

                              • Work closely with IT Service Delivery team to ensure successful delivery of IT Services

                              • • Demonstrates open, effective communication and teamwork

                                • • Be Customer focused and understand the importance of IT Operations being a customerdriven team.
                                    

                                  • CORE COMPETENCIES

                                    • Basic support knowledge of:

                                    • • Microsoft Windows 10

                                      • • Microsoft 365

                                        • • Demonstrate an understanding of how the IT Service Desk, as part of IT Operations, supports the LPUS business functions and LPUS customers.

                                          • • Customer Service focused

                                            • • Strong Analytical and critical thinking capabilities

                                              • • Attention to detail, deadline oriented

                                                • • Ability to balance priorities and be an effective multitasker

                                                  • • Proactive, SelfMotivated, Team Player

                                                    • • Ability to communicate IT Technical terminology to nontechnical team members

                                                      • LEADERSHIP RESPONSIBILITY

                                                        This position has no leadership responsibilities.

                                                        
                                                        COMPETENCIES SKILLS

                                                        • Basic support knowledge of:
                                                        • Microsoft Windows 10 or higher
                                                        • Microsoft 365
                                                        • ITIL v3 or v4 practices
                                                        • Demonstrate an understanding of how the IT Service Desk, as part of the IT Operations function, supports Wheels’ business functions and Wheels’ external customers.
                                                        • Customer Service focused
                                                        • Strong Analytical and critical thinking capabilities
                                                        • Attention to detail, deadline oriented
                                                        • Ability to identify and effectively manage priorities and be an effective multitasker
                                                        • Proactive, SelfMotivated, Team Player
                                                        • Ability to communicate both verbally and written about IT Technical terminology to nontechnical colleagues

                                                        • 
                                                          EDUCATION AND EXPERIENCE

                                                          • 2+ years’ experience in IT customer support environment
                                                          • Associates or Higher degree in Information Technology, or equivalent work experience
                                                          • A+, Microsoft, ITIL or other applicable certificates are a plus.

                                                          • 
                                                            JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT
                                                            
                                                            Work Environment: This position will be hybrid, and based out of the Alpharetta, GA or Schaumburg, IL office.
                                                            

                                                            POSITION TYPESTANDARD SCHEDULE

                                                            This is a Fulltime position on a first shift schedule with hours of work Monday through Friday between 7:00 a.m. and 7:00 p.m. ET.
                                                            This Position requires some afterhours support on a rotational basis.
                                                            

                                                            TRAVEL

                                                            Minimal travel –less than 10%
                                                            

                                                            MINIMUM REQUIRED EDUCATION & EXPERIENCE

                                                            • 1+ years’ experience in IT customer support environment

                                                            • • Associates or Higher degree in Information Technology, or equivalent work experience

                                                              • • A+, Microsoft, ITIL or other applicable certificates are a plus.

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                                                                  DISCLAIMER

                                                                  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

                                                                  Our Benefits

                                                                  Wheels recognizes benefits are a significant part of your employee experience, and weve created a robust benefits package that is marketleading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

                                                                  Pay Range:

                                                                  $39,600$55,400

                                                                  The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.

                                                                  EEO Statement
                                                                  

                                                                  Wheels is a DrugFree Workplace. All employment is contingent on successful completion of drug and background screening.
                                                                  
                                                                  Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.