Help Desk - Tier 1

Responsibilities:

• Facilitate Service Desk incident response/resolution and service request fulfillment services by engaging clients via multiple communication channels and managing client expectations as the primary point of contact.
• Troubleshoot issues to resolution or escalates to appropriate teams or vendors when necessary.
• Document all reported issues, troubleshooting steps and resolutions in the incident management system.
• Provide feedback, additions and updates to the knowledge base where applicable.
• Follow established Information Technology Infrastructure Library (ITIL) processes and procedures.
• Perform operational tasks, including, but not limited to, infrastructure, product development, and information security non-automated procedures.
• Properly evaluate, troubleshoot, escalate, and document issues.
• Complete work in a timely and accurate manner while providing exceptional customer service.
• Stay current on the latest technologies, trends and strategies in use by Discount Tire
• Other duties as assigned.

Qualifications:

• This position requires one year of customer service experience is required. Software/hardware support experience is preferred.
• Knowledge of PC hardware, computer operating systems and software is required.
• Previous experience with Automated Call Distribution preferred.
• SAP troubleshooting experience is beneficial.
• Demonstrates ability to communicate across all levels of the organization; ability to clearly articulate technical ideas to a non-technical audience both verbally and in writing is required. Must be able to type quickly and accurately.
• Knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary.
• The ability to work both independently and within a team is necessary.
• The ability to work efficiently under pressure, accurately meet deadlines and present a professional demeanor is essential.
• Customer service skills, including the ability to manage and respond to different customer situations while maintaining a positive and friendly attitude are essential.
• In addition, organizational and problem-solving skills, a can-do attitude, and the ability to adjust to changing requirements are essential.
• Maintaining confidentiality, treating others with respect and upholding Company values are key attributes.

Educational Requirements:

• This position requires an associate degree in Computer Science, information Technology, IT Engineering or related technical field or equivalent work experience.
• ITIL knowledge preferred