Service Desk Analyst - Help Desk Job

POSITION SUMMARY

We are looking for a high energy contributor who is willing to work in a dynamic, fast-paced environment and wants to make a significant difference for our business. This position provides technical support for our internal customers. Responsibilities include initial assessment, triage, research, and resolution of incidents for PACCAR Enterprise Applications and Infrastructure.

JOB FUNCTIONS / RESPONSIBILITIES:

• Performing 1st level diagnosis and communicating incident resolutions including documentation
• Escalating complex incidents to 2nd level support teams
• Following through on high priority incidents to ensure timely documented updates
• Managing Incident Reports in accordance with Service Management processes
• Ability to assess, triage and resolve technical issues
• Training tea members to handle new project implementation incidents
• Create support instructions for new projects
• Maintain Knowledgebase and other internal processes and procedures
• Support deployed system(s)
• Perform other duties as assigned
• Able to work flexible hours on request

QUALIFICATIONS:

A minimum of 2 years of experience in an IT Service Desk environment handling, escalating, and resolving IT systems, applications and operational problems is required. Qualified candidates must be flexible and able to work a 6:00am to 3:00pm (PDT).

Candidates must have:

• Proven problem solving and troubleshooting skills
• Ability to work effectively within a team environment
• Knowledge of PC OS systems; hardware and software
• Demonstrated analytical skills
• Ability to effectively communicate both verbally and in writing
• Customer Service oriented
• Strong analytical & organization skills
• Possess effective listening skills
• Proven ability to multi-task and stay organized
• Conceptual understanding of LAN/WAN network infrastructure, Mainframe and AS400
• Fluent in speaking, writing, and reading in English

EDUCATION/TRAINING REQUIRED:

• Bachelor’s Degree in Computer Science, Information Systems desired or equivalent experience required.
• IT Technical Certification (MCP, MCSE or MCSA) desired.

PHYSICAL DEMANDS:

• This position is 100% phone support in an office/desk work setting. Manual dexterity is required.