Service Desk Analyst (Hybrid)

We are seeking a Service Desk Analyst to join the nation’s largest independent tire and wheel retailer, operating over 1,000 stores in 35 states. Under direct supervision, the Service Desk Analyst delivers end-to-end support in accordance with IT service level agreements. By partnering with end-users and technology groups, the Analyst ensures all incidents are analyzed, resolved, and reported back within the promised time frames.

• Provide 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.
• Create knowledge articles according to knowledge management guidelines and writing standards.
• Recommend feedback, additions, and updates to the knowledge base where applicable

• This position requires a minimum of three years of software/hardware support experience or eighteen months working with Company applications and hardware.
• Intermediate knowledge of PC hardware, computer operating systems and software is required. Previous experience with Automated Call Distribution necessary.
• SAP troubleshooting experience is required. 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.
• A knowledge of typical desktop computer software, including skills in Microsoft Office and email is necessary.