Service Desk Technician

DEPARTMENT : Information Technology

POSITION : Service Desk Technician

REPORTING TO : IT Manager

CLASSIFICATION : Exempt

The Company : Smart AutoCare (SAC) is people taking care of people. We provide consumer protection products within the automotive industry, with integrity and longevity in mind.

Our Service Desk Technician : We are looking for a customer service-oriented Help Desk Specialist to provide technical support to fellow team members in an efficient and accurate manner. You will be considered a front-line worker who solves basic technical problems and provide support for all assigned areas. The goal is to make sure that customer value is maintained to the standards set forth by the company.

Job Duties

• Providing first contact support and initial triage for IT service desk tickets.
• Maintains, supports, troubleshoots, installs, patches, and upgrades workstations, functional systems, and specialized software and all associated peripherals and information system (IS) based equipment.
• Track and work projects to completion
• Track, route, and redirect problems to correct resources
• Update helpdesk data and produce activity reports
• Walk associates through problem solving process and document resolutions as necessary for knowledgebase articles.
• Ensure proper recording, documentation, and closure
• Recommend procedure modifications and improvements

Job Qualifications