What are the responsibilities and job description for the IT Service Desk Analyst position at LKQ?
Responsible for resolving end-user calls and/or work orders in a timely professional manner and maintaining continuous communication within the department and the end-users.
Essential Job Duties:
- Provide remote technical support online, over the phone or through remote access.
- Offer technical assistance on the delivery, configuration, set up, maintenance, and troubleshooting of IT systems.
- Follow all operational procedures and document all pertinent information, communication, and resolution in the support tickets.
- Answer questions regarding system procedures, online transactions, systems statuses, and downtime procedures.
- Collaborate with IT and business partners to restore service and/or identify recurring problems.
- Manage the escalation and communication for more complex support issues.
- Assume other duties as assigned.
Education & Experience:
- Bachelor’s degree.
- 1 year(s) of relevant experience.
Preferred Qualifications:
- Associates degree in computer science or related field
- Experience working in a call center or technical support environment is preferred.
Knowledge/Skills/Abilities:
- Strong working knowledge of computer systems, hardware, software and network.
- Good problem-solving, analytical, and team working skills.
- Excellent written and verbal communication and interpersonal skills.
- Ability to handle multiple tasks simultaneously with moderate complexity.
- An openness to learning new technologies.
Essential Physical Demands/Work Environment:
- Work is primarily sedentary: must be able to sit for extended periods of time and use a computer, keyboard, and mouse, frequently. The employee must occasionally lift and/or move up to 50 pounds.
- Travel may be required periodically, including overnight stays (contingent on position requirements up to 10%).
Benefits:
- Health/Dental/Vision Insurance
- Paid Time Off
- 401k with Generous Company Match
- Company Paid Life Insurance and Long-Term Disability
- Short-Term Disability
- Employee Assistance Program
- Tuition Reimbursement
- Employee Discounts
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