Service Desk Analyst - Dealer Services Group

Division Information
Requisition 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 external customers. Responsibilities include initial assessment, triage, research, and resolution of incidents for PACCAR Enterprise Applications and Infrastructure.
Job Functions / ResponsibilitiesProficiency in using incident management tools and processesAbility to assess, triage and resolve technical issuesCreate support instructions for new projectsMaintain Knowledgebase and other internal processes and proceduresPerform other duties as assignedAble to work flexible hours on requestSupport case and voice management using Service Management and Telephony tools, work after-hours support (on-call), holidays, or overtime as necessary (team rotation)This position is 100% phone support in an office/desk work setting. Manual dexterity is required.QualificationsA 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 shift 8:00am and 5:00pm (Pacific Time).
Proven problem solving and troubleshooting skillsAbility to work effectively within a team environmentKnowledge of PC OS systems; hardware and softwareDemonstrated analytical skillsAbility to effectively communicate both verbally and in writingAbility to prioritize tasks, manage time effectively, and meet deadlines (service level goals)Customer Service orientedPossess effective listening skillsProven ability to multi-task and stay organizedFluent in speaking, writing, and reading in EnglishEducationBachelor's degree in Computer Science, Information Systems or equivalent experience required.
IT Technical Certification (MCP, MCSE or MCSA) desired


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