[Hiring] Service Desk Analyst @Dealer Tire

Role Description

As a Service Desk Analyst, your essential job functions will include the following:

• Core Focus:
  • Frontline support, incident resolution, request fulfillment, and delivering a consistent, high‑quality user experience.
  • Serve as the first point of contact for technology-related inquiries, providing Tier 1–2 support to employees and business partners.
• Incident Logging and Triage:
  • Accurately capture, categorize, and prioritize incidents and service requests.
  • Troubleshoot and resolve issues related to hardware, software, operating systems, mobile devices, and enterprise applications (e.g., Microsoft 365, collaboration tools, cloud applications).
  • Diagnose and resolve technical hardware and software issues.
  • Research questions using available information resources to quickly address user requests.
  • Document all interactions, troubleshooting steps, and resolutions in the IT Service Management (ITSM) system.
  • Contribute to and maintain the knowledge base with updated solutions, FAQs, and self-service resources.
  • Assign tickets to the appropriate resource for the quickest possible resolution.
  • Escalate complex issues to higher-level support teams or vendors.
  • Track and route issues and requests. Document resolution steps.
  • Stay current with system information, changes, and updates.
  • Monitor and prioritize incoming tickets to meet service-level agreements (SLAs) and performance metrics such as first-contact resolution and response times.
  • Stay current with emerging technologies, system updates, and organizational changes to provide accurate support.
  • Participate in continuous improvement initiatives to enhance service delivery and user experience.
  • Perform other duties as assigned in alignment with departmental needs.

Qualifications

• Associate’s degree in Computer Science or equivalent years of experience in a similar capacity.
• 1+ years of experience in IT support or service desk operations.
• Strong customer service orientation with the ability to communicate technical information clearly to non-technical users.
• Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, or equivalent).
• Knowledge of Windows and macOS operating systems, mobile platforms (iOS/Android), and Microsoft O365 applications.
• Understanding of networking fundamentals.
• Excellent problem-solving skills, attention to detail, and ability to work in a fast-paced environment.
• Strong oral and written communication skills.

Requirements

• Customer-Centric Mindset: Empathy, patience, and professionalism in every interaction.
• Technical Proficiency: Strong troubleshooting across hardware, software, cloud, and mobile platforms.
• Security Awareness: Understanding of endpoint protection, phishing prevention, and compliance requirements.
• Initiative: Takes initiative to solve issues and drives them to resolution.
• Collaboration & Teamwork: Ability to work across IT teams and business units.
• Adaptability & Learning Agility: Staying ahead of evolving tools, updates, and digital workplace trends.
• Communication Excellence: Clear, concise, and audience‑appropriate communication across multiple channels.
• Analytical Thinking: Root cause analysis, pattern recognition, and proactive problem prevention.

Physical Job Requirements

• Working in front of a computer screen for long periods of time.
• Sitting for long periods of time.
• Ability to work varying shifts as needed to support business needs.
• Lifting and moving computer devices up to 50 pounds.
• Travel as necessary, up to 10%.

Drug Policy

Dealer Tire is a drug-free environment. All applicants being considered for employment must pass a pre-employment drug screening before beginning work.

Benefits

• Competitive & comprehensive benefit package including: paid time off, medical, dental, vision, and 401k match (50% on the dollar up to 7% of employee contribution).

EOE Statement

Dealer Tire is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities.