Overview
SUMMARY
Under general supervision, the IT Service Desk Analyst provides end-user technical support for software, hardware and occasional server or network issues in a professional and timely manner. Troubleshoots routine and complex issues involving multiple line-of-business applications. Communicates with domestic and overseas application support vendors to resolve end-user issues. Conducts hardware and software inventory, reporting, end-user training and related work as needed.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Identifies diagnoses and resolves technical problems for users with Windows systems, office productivity software, printers, networks, mobile devices and related hardware or software.
Documents all support requests and resolutions; follows-up on outstanding issues; prepares reports; tracks inventory and maintains user configurations.
Communicates clearly to users and management the status of any open tickets; follows-up with and maintains contact with third-party application/hardware support vendors to assist in issue resolution.
Performs desktop hardware deployment/repair/upgrades for PC’s and peripherals that are not covered by third-party vendor maintenance agreements.
Assists with systems security compliance, end-user training, deployment of new systems, policies, and procedures.
Orders hardware/software, maintains vendor accounts.
Consistently seeks to update job knowledge by participating in educational opportunities such as reading professional publications, maintaining personal networks, etc.
Coordinates with and works alongside European HQ IT teams.
Provides in-field technical support for SX, MX, and other factory race team events.
Provides Dealer.Net administration and support.
Conducts onboarding for new employees, including endpoint and mobile equipment deployment.
Performs troubleshooting and testing for our Mobile Warehouse solution.
Performs troubleshooting and testing for SAP Extended Warehouse Management (EWM) solution.
Performs other duties as assigned.
EXPERIENCE REQUIREMENTS: Generally, requires a minimum of three (3) years of progressively responsible experience in a Service Desk support position or similar role.
Microsoft operating system support in a domain environment including Windows 7/10/11.
Microsoft Office support. Office 365 experience is a plus.
PC (desktop and laptop) deployment, troubleshooting and repair.
Functional understanding of network fundamentals such as routing, switching, VLANs, subnets, and IP addressing is highly desired.
Understanding of the basic cybersecurity concepts of confidentiality, integrity and availability of company assets and resources.
Familiarity with Veeam or similar solution for backup and restore of sensitive data.
Familiarity with Windows Server 2012/2016/2019/2022 for basic administration tasks.
Familiarity with virtualization technologies such as VMWare or Hyper-V.
Basic server administration tasks in a domain environment such as user password resets, user account creation, and other tasks as defined by IT management.
Mobile device support including Android and iOS platforms.
EDUCATION REQUIREMENTS: Bachelor’s Degree or equivalent experience in related field recommended.
OTHER SKILLS AND ABILITIES: Generally requires the ability to demonstrate the following:
High degree of tact and professionalism in interpersonal communications and teamwork with internal and/or external customers.
Clearly and concisely communicate to customers both in-person and remotely via phone, email, etc.
Excellent customer service and follow-through skills.
High level of work ethic, productivity, efficiency, and attendance.
Adhere to all Company policies/procedures, safety regulations, local/state/federal employment laws.
High level of organization and attention to detail.
Ability to work with colleagues from several different nationalities and native languages.
Multi-task in a fast-paced, deadline driven and constantly changing environment.
Prioritize workload, meet deadlines, and understand when to escalate potential issues.
Analytical abilities to help solve often complex technical challenges.
Self-motivated with ability to use own initiative.
SUPERVISORY RESPONSIBILITIES: None
CONTACTS:
Internal: Users from all departments, executive team, Austria-based corporate IT.
External: IT consulting companies, hardware support vendors, application support vendors (domestic and abroad).
JUDGEMENT/REASONING ABILITY: Ability to recognize discrepancies and resolve problems quickly using sound judgment, poise and diplomacy. Requires ability to use judgment and reasoning skills, and determine when issues need to be escalated.
PHYSICAL DEMANDS: The following physical demands are generally representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job. While performing the duties of this job, the employee is regularly required to see, talk, hear and speak; sit, stand and walk; use manual dexterity in hands and fingers; reach with hands and arms; kneel, bend and stoop; and –
Ability to lift, move, carry up to 50 pounds
<5% daily
Able to sit at a desk and use/view computer
90% daily
Able to talk, hear and speak into a telephone
60% daily
Able to stand, walk, bend, stoop, twist, squat
20% daily
In general, the following conditions of the work environment are representative of those that an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to allow differently-abled individuals to perform the essential functions of the job within the environment.
Noise in the work environment is generally considered low to moderate
Fast-paced environment with multi-level distractions
Professional, yet casual office work environment
Ability to work extended hours as required
Ability to travel if needed; travel is minimal up to approximately 25% in this position.
REQUIRED PREHIRE SCREENINGS
Criminal – Felony and Misdemeanor 7 Years
National Criminal Data Base 7 Years
Social Security Verification
Driving Record
NDOT Drug Screen
If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer’s application process.
