Service Desk Analyst - Dealer Services

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Date: May 24, 2024

Location: Renton, WA, US, 98057

Company: PACCAR

Company Information

PACCAR, Inc. is a Fortune 500 company established in 1905 and is recognized as a global leader in the commercial vehicle, financial, and customer service fields. PACCAR is a global technology leader in the design, manufacture, and customer support of high-quality light-, medium- and heavy-duty trucks under its internationally recognized brands Kenworth, Peterbilt and DAF nameplates. PACCAR designs and manufactures advanced diesel engines and provides customized financial services, information technology and truck parts related to its principal business.

 

Your next career move is waiting at PACCAR whether you want to design the transportation technology of tomorrow, support the staff functions of a dynamic, international leader, or build our excellent products and services. Join the PACCAR team today!

 

Division Information

PACCAR’s Information Technology Division (ITD), located in Renton, WA utilizes cutting-edge technology to provide systems development, consulting, voice and data communications services to the entire Corporation, which has high visibility in the technology sector.

 

The Role/Team

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 external customers. Responsibilities include initial assessment, triage, research, and resolution of incidents for PACCAR Enterprise Applications and Infrastructure. This position is located in Renton, WA. This is a non-exempt position and reports to the Service Desk Manager.

 

Job Functions/Responsibilities

  • Provide Tier 1 IT Service Support.
  • Proficiency in using incident management tools and processes.
  • Ability to assess, triage and resolve technical issues.
  • 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.
  • Support case and voice management using Service Management and Telephony tools, work afterhours support (on-call), holidays, and overtime as necessary.

 

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 shift 5:00 am to 2:00 pm (Pacific Time) as required.
  • 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.
  • Ability to prioritize tasks, manage time effectively, and meet deadlines (service level goals).
  • Customer Service oriented.
  • Possess effective listening skills.
  • Proven ability to multi-task and stay organized

 

Education/Training

  • Bachelor’s Degree in Computer Science, Information Systems or equivalent experience desired.
  • 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.

 

PACCAR Benefits

As a U.S. PACCAR employee, you have a full range of benefit options including:

  • 401k with up to a 5% company match
  • Fully funded pension plan that provides monthly benefits after retirement
  • Comprehensive paid time off – minimum of 10 paid vacation days (additional days are provided with additional seniority/years of service), 12 paid holidays, and sick time
  • Tuition reimbursement for continued education
  • Medical, dental, and vision plans for you and your family
  • Flexible spending accounts (FSA) and health savings account (HSA)
  • Paid short-and long-term disability programs
  • Life and accidental death and dismemberment insurance
  • EAP services including wellness plans, estate planning, financial counseling and more

 

Diversity & Inclusion

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability corporation. Having a diverse and inclusive work environment ensures PACCAR has the talent needed to conduct business today and in the future by leveraging different backgrounds, skills, and viewpoints. We believe diversity in the workplace increases innovation, results in better decisions, and increases employee engagement.

 

PACCAR’s IT Division promotes Diversity and Inclusion through mentorship, events, celebrations, and affinity groups. The IT Division has an active Diversity Council and supports initiatives and activities for all. PACCAR supports women through the PACCAR Women’s Association (PWA), Women in Trucking, and Women in Technology International (WITI). Educational awareness programs such as Unconscious Bias, Male Allyship and Inclusive Leadership are just a few of many trainings offered. PACCAR is a supporter of PRIDE and celebrates many different multi-cultural events.

 

Additional Job Board Information

PACCAR is an Equal Opportunity Employer/Protected Veteran/Disability. At PACCAR, we value talent and promote growth and development. We carefully consider numerous compensation factors, including your education, training, or experience. The salary range for the Service Desk Analyst - Dealer Services is $57,600 - $86,400 annually. Additionally, this role is eligible for a full range of benefit options listed above. Additionally, this role is eligible for a full range of benefit options listed above. This position is also eligible for a holiday gift.

 

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Nearest Major Market: Seattle
Nearest Secondary Market: Bellevue

Job Segment: Service Desk, ERP, Computer Science, Information Systems, Customer Service, Technology

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