Service Desk Analyst

automotosocial

Service Desk Analyst

Centreville, VA
Paid
  • Responsibilities

    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.