JOIN OUR WINNING TEAM AS A SERVICE DESK ANALYST
Are you customer focused and enjoy helping others? Do you take pride in
bringing solutions that make work easier and more efficient? If so,
CARFAX may be the place for you! Our internal Service Desk team
provides a full range of networked computer support services to internal
CARFAX employees and visitors. We provide face-to-face, telephone, and
electronic service to our customers to support the overall
infrastructure, systems, and processes necessary to operate a high
availability, fast paced environment.
THE TECH CARFAX CULTURE
Having a creative and innovative environment where our techies can
collaborate, learn and grow is something CARFAX is passionate about. We
have an entire floor dedicated to our techies, designed specifically to
enable teams to dream big and produce the best. Along with creating and
maintaining awesome software you’ll also be able to participate in our
quarterly Hack-a-thon’s or take a break by kicking back and playing the
latest game on x-box when you need to re-boot the mind. Oh, and do you
happen to have a dog? CARFAX is dog-friendly and no day goes by where
you don’t have the chance to visit with one of the visiting pups. We
even provide the dog beds, bowls and of course, toys!
Internal Service Desk team provides a full range of networked computer
support services to internal CARFAX employees and visitors. Service is
provided face-to-face, via telephone, and electronically. Service desk
analysts regularly work with other technical staff to support the
overall infrastructure, systems, and processes necessary to operate a
high availability, fast paced environment.
The ideal candidate must be proficient at oral and written
communication, must maintain good rapport with customers, must exercise
skill in managing multiple concurrent tasks, and must show an aptitude
to resolve support issues using sound troubleshooting methodologies.
Job Functions:
- Configure new and existing PC’s, laptops, virtual machines as
required using Carfax processes and procedures
- Maintain an inventory of hardware, software, purchase dates,
warranty and registration information.
- Manage the hardware vendors (i.e. Dell, Lenovo, Apple, HP) to repair
all service desk hardware equipment
- Provide accurate and creative solutions to customer’s hardware and
software problems to ensure user productivity.
- Research, resolve, and respond to questions received via telephone
calls, internal ticketing system, visits, IM and email in a timely
manner
- Support, and troubleshoot mobile devices and related tools using
CARFAX processes and procedures.
- Acquire and maintain current knowledge of relevant product offerings
and support policies in order to provide technically accurate
solutions to customers.
- Participate in team projects that enhance the quality or efficiency
of help-desk service.
- Assist technical staff to achieve team, department, and company
goals
- Install and update software using IT internal tech stack.
- Assist with the ordering of hardware and software.
- Assist staff to achieve team, department, and company goals.
- Assist with new employee Orientation training in use of hardware and
software
- Document support issues and resolutions
- Document support trends and opportunities
- Manage and maintain support tools and systems
- Build and manage VM workstations for end users
- Build, test, and deploy software packages to all workstations and
laptops using desktop management tools.
- Provide service and support to offsite meetings
- Respond after hour urgent calls from internal staff.
- Become a member of TEAM CARFAX and use CARFAX playbook.
Required Qualifications:
- A detailed understanding of Windows 7, Windows 10, Mac OS x
- Proficient in use and support of MS Office
- Excellent written and oral communication skills
- Time and project management skills
- Exceptional customer service is a MUST
- Ability to work efficiently and effectively as part of a team
- Aptitude to learn and support a variety of frequently changing
applications and systems
- Basic understanding of networking and common hardware peripherals
(routers, printers)
- Ability to read and write simple script and batch programs.
- Experience working with or supporting laptops is a MUST.
DESIRED QUALIFICATIONS:
- Detailed understanding and supporting of MAC OS and Linux clients.
- Experience with Windows 2008/2012/2016 Server is huge a plus.
- Experience with CASPER JAMF Pro is a plus.
- Experience with active directory tools is a plus.
- Basic understanding of databases is desirable.
- Ability of multitasking in a fast-paced environment, while
maintaining an emphasis on quality.
- Must be self-motivated, detail oriented, be able to work effectively
in a team environment.
- Two or Three years of prior help desk experience
- Two or three years of customer service experience combined with
technical training or Certification in A+ or MSP, Apple
certification, or an Associates Degree in IS.
PHYSICAL REQUIREMENTS:
- Ability to lift and carry 60 pounds (workstations, servers,
printers, etc.)
- Must be able to lift and move desktop PCs as well as maneuver under
counters to run cables and wires for PCs.
ABOUT CARFAX
Carfax, a unit of IHS Markit (Nasdaq: INFO), helps millions of people
every day confidently shop, buy, own and sell used cars with innovative
solutions powered by Carfax vehicle history information. The expert in
vehicle history since 1984, Carfax provides exclusive services like
Carfax Used Car Listings, myCarfax, Carfax History-Based Value and the
flagship Carfax® Vehicle History Report™ to consumers and the automotive
industry. Carfax owns the world's largest vehicle history database and
is a nationally recognized top workplace by The Washington Post and
Glassdoor.com. Shop, Buy, Own, Sell – Show me the Carfax™. Based in
London, IHS Markit is a world leader in critical information, analytics
and solutions.