Service Desk Analyst

Job not on LinkedIn

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🏈 Ohio – Remote

🏈 Ohio – Remote

💵 $22 - $26 / hour

⏰ Full Time

🟢 Junior

🧐 Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Dealer Tire

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏭 Manufacturing

🚘 Automotive

🛒 Retail

💰 $157.9M Private Equity Round on 2009-09

Manufacturing • Automotive • Retail

Dealer Tire is a company transforming the way people buy tires and care for their vehicles, originating from the retail tire industry. Their focus is on aiding automotive manufacturers and dealers to expand their businesses through innovative tools and services designed to boost customer satisfaction and retention. Dealer Tire offers solutions such as the Product Screen Tool, which helps dealers maintain optimal inventory and pricing, and Online Tire Stores, which assist in generating sales leads and facilitating appointment scheduling. The company is deeply committed to continuous innovation for the benefit of their partners and consumer safety on the road.

📋 Description

• Serve as the first point of contact for technology-related inquiries • Provide Tier 1–2 support to employees and business partners • Log, capture, categorize, and prioritize incidents and service requests • Troubleshoot and resolve hardware, software, operating system, mobile device, and enterprise application issues • Support Microsoft 365, collaboration tools, cloud applications, Windows, macOS, iOS, and Android environments • Research questions using available information resources • Document interactions, troubleshooting steps, and resolutions in the ITSM system • Maintain the knowledge base with updated solutions, FAQs, and self-service resources • Assign tickets to appropriate resources and escalate complex issues to higher-level teams or vendors • Track and route issues and requests • Monitor and prioritize incoming tickets to meet SLAs and performance metrics • Stay current with system information, emerging technologies, updates, and organizational changes • Participate in continuous improvement initiatives • Perform other duties as assigned

🎯 Requirements

• Associate’s degree in Computer Science or equivalent years of experience in a similar capacity • 1+ years of experience in IT support or service desk operations • Strong customer service orientation and ability to communicate technical information clearly to non-technical users • Familiarity with ITSM tools such as ServiceNow or Jira Service Management • Knowledge of Windows and macOS operating systems, iOS/Android mobile platforms, and Microsoft O365 applications • Understanding of networking fundamentals • Excellent problem-solving skills and attention to detail • Ability to work in a fast-paced environment • Strong oral and written communication skills • Understanding of endpoint protection, phishing prevention, and compliance requirements • Ability to work across IT teams and business units • Root cause analysis, pattern recognition, and proactive problem prevention • Ability to work varying shifts as needed to support business needs • Ability to lift and move computer devices up to 50 pounds • Travel as necessary, up to 10% • Must pass a pre-employment drug screening

🏖️ Benefits

• Paid time off • Medical insurance • Dental insurance • Vision insurance • 401k match (50% on the dollar up to 7% of employee contribution) • Potential commission, bonus or profit sharing as part of total compensation package