21 days old

Specialist, Service Desk

Merchants Automotive Group, Inc.
Hooksett, NH 03106
  • Job Code
    B205402130

Merchants Fleet is the fastest growing fleet management company in the country, with over 50,000 vehicles under management. Our mission is to provide our clients with the most innovative fleet management experience nationally. We partner with our clients to optimize the mobility of their organization, through leasing, fleet services and customized solutions. Through innovative thinking and specialized teams, Merchants elevates the fleet performance of its broad range of clients.


Merchants is an award-winning place to work with accolades including; Best & Brightest, Best Company to Work For 2015-2019, Great Place to Work and Coolest Company for Young Professionals.



Description:


The Technology Team Service Desk Specialist will provide diverse technical support to Merchants employees. The successful candidate will require an aptitude for working with a variety of software, hardware, telephones, and some basic wireless networking. Responsible for analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. Coverage includes the corporate office in Hookset, New Hampshire as well as other offices, and remote employees. After hours on call work will be required as part of a rotational team schedule to support the production business.


Key Responsibilities:


    • Provide technical assistance and support for incoming queries and issues related to computer systems, telephony, connectivity, software and hardware

    • Respond to complex queries either in person or over the phone

    • Write training manuals

    • Train computer users

    • Support customer through problem-solving process

    • Install, modify, and repair computer hardware and software

    • Run diagnostic programs to resolve problems

    • Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems

    • Analyze, recommend, and install computer peripherals for users

    • Follow up with customers to ensure issue has been resolved

    • Run reports to determine malfunctions that continue to occur. Analyze and report on root cause analysis.

    • After hours on call work will be required as part of a rotational team schedule to support the production business

Experience:


  • 3+ years of related experience and training in troubleshooting and providing service desk support across the many diverse areas of Information Technology services.

Skills:


  • Knowledge and experience of customer service practices, and reporting on trends after analysis of data

  • Working knowledge and diversity for operations of relevant software, hardware and other equipment including
    • Microsoft Ofice365

    • Microsoft Active Directory (AD)

    • Windows Server 2008, 2012 and 2016

    • Windows 7 and 10

    • Windows SCCM & SCOM

  • Maintaining effective documentation

  • Performing hardware component changes and installs

  • Troubleshooting at remote locations using remote support tools

  • Must have a full understanding of the problem management process

  • Ability to collaborate with infrastructure, architecture, database, and application teams

  • Knowledge of incident management structure

  • Strong attention to detail with ability to focus on accuracy

  • Excellent written and verbal communication skills

  • Ability to explain complex solutions to an audience with a wide variety of technical skills and background

Education:


  • Associates degree in Computer Science, Information Systems, or another related field preferred






Posted: 2019-11-23 Expires: 2019-12-22
Sponsored by:
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Sponsored by:
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Specialist, Service Desk

Merchants Automotive Group, Inc.
Hooksett, NH 03106

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