Experience:
1-3 years of experience
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Employment Type:
Full time
Posted:
7/17/2017
Job Category:
Information Services
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Service Desk Analyst Job
Paccar | Renton, Washington
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Job Description

 

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 external 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,
  • Resolve escalated desktop support incidents related to hardware, software, network, network printers audio/visual equipment, and attached peripherals,
  • Distribution of software applications and patches to desktop environment,
  • Following through on high priority incidents to ensure timely documented updates,
  • Managing Incident Reports in accordance with the 5 step problem management process,
  • Training team members to handle new project implementation incidents, 
  • Performing service desk administration responsibilities as required,
  • Cross-training with other Global Operational Services functions,
  • Maintaining web, processes and other procedural documentation,
  • Performing duties with minimal supervision.

 

QUALIFICATIONS:

A minimum of 1 year 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 an 8-hour shift between 4:00am and 4:00pm as necessary. Works hours between 4:00am - 4:00pm Monday - Friday and some holidays.  In addition, 24x7 on-call support is required.  On-call support is required for this position.

  • Excellent troubleshooting/problem-solving skills
  • Knowledge of PC hardware/software/applications
  • PC Hardware and software configuration, installation and troubleshooting
  • Experience with Windows 7, 8, or 10 Operating Systems
  • Experience with Microsoft Office 2010, 2013 & 2016 
  • Understanding of network infrastructure
  • Customer service oriented
  • Strong analytical & organizational skills
  • Ability to multitask
  • Strong communication skills (both written and verbal)
  • Excellent listening skills
  • Ability to make sound independent decisions and work effectively in a team environment

 

EDUCATION/TRAINING REQUIRED:

  • Bachelor's degree in IT or equivalent experience preferred.
  • IT technical certification preferred (A+, MCP, MCSE, or MCSA).
  • Bilingual ability (Spanish, French, or Dutch) a plus.

 

PHYSICAL DEMANDS:

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

About Paccar

PACCAR Inc, operates through two segments: design, manufacture and distribution of light-, medium- and heavy-duty trucks and related aftermarket distribution of parts, and finance and leasing services provided to customers and dealers. The Company's finance and leasing activities are principally related to Company products and associated equipment. Other manufactured products include industrial winches. The Company and its subsidiaries design and manufacture heavy-duty diesel trucks, which are marketed under the Kenworth, Peterbilt and DAF nameplates. The Truck and Other businesses include a division of the Company, which manufactures industrial winches in two United States plants and markets them under the Braden, Carco, and Gearmatic nameplates. In North America, Australia and 16 European countries, the Company provides financing and leasing arrangements, principally for its manufactured trucks, through wholly owned finance companies operating under the PACCAR Financial trade name. (Source: 10-K)

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