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20188 - Sr. Service Desk Rep.

2 months ago

Savannah, United States Hyundai AutoEver America Full time
Sr. Service Desk Rep.
Savannah, GA (onsite position)

CBU: HMGMA

Purpose of this position:
Primary duties are to ensure the availability and integrity of the computing equipment required to meet end user needs and expectations. Analyzes, troubleshoots and repairs computer systems, hardware and computer peripherals to ensure HMGMA equipment is properly maintained.

Essential functions:

•Manage assigned tasks and quickly respond to and process Helpdesk tickets using ITSM in a timely and reliable manner.
•Install, maintain, setup, troubleshoot and configure PCs, laptops, networked printers, to include Zebra and Scrap printers, and peripherals.
•Perform imaging system administration for all PCs, laptops, scanners and other networked devices, as assigned.
•Open/Close and update incident history via Service Now, or other Helpdesk applications, as assigned.
•Backup/Restore user profiles and data, in-compliance with assigned procedures.
•Document, maintain, upgrade or replace hardware and software.
•Adhere to naming standards and labeling of all assets.
•Adhere to Customer Support standards and procedures to ensure priorities and goals are met.
•Performs other duties as assigned.

Results:
Supports a production environment. Analyzes, resolves and reports/escalates helpdesk related issues to the Helpdesk Team Lead and then to the Manager, Customer Support, as appropriate. Must be able to weigh business needs and prioritize workload and articulate issues to management. Errors in judgment will result in very significant production issues and/or downtime. This position requires daily decision-making choices relating to task prioritization and utilization of equipment and tools.

Physical Requirements:
Must be able to move around the office as well as walk to and from shops located throughout the plant. Must possess critical listening skills to discern end user issues.
Must be able to communicate well in both written and oral form. Occasionally required to lift heavy objects (up to 100lbs) such as servers and other network related equipment. Must be able to walk for long periods from building to building to replace or install desktop and network hardware to support customers.

Required Skills & Education/Training:
  • Associates Degree in Information Technology or equivalent work experience.
  • 5 or more years' experience maintaining and repairing computers.
  • Basic understanding of networking.
  • Solid troubleshooting skills.
  • Microsoft office suite, Windows 7, 10 & 11.
  • Experience with Antivirus software.
  • Ability to think logically and to analyze troubleshoot issues and implement appropriate corrective action.
  • Ability to plan, organize, coordinate work assignments.
  • Ability to complete projects on time.
  • Ability to work well independently and in a team environment.
  • Ability to interact positively with internal and external customers.
  • Skills in the utilization of correct grammar, spelling, punctuation, and required formats.
  • Ability to multi-task.

Salary Range: $49,800 to $71,300 per yr.