Job Description:

JOB OVERVIEW

Under supervision, the Service Desk Agent I will be responsible for resolving issues related to Wheels Information Technology systems. They should be able to resolve technical issues including problem recognition, resolution research and resolution implementation with the goal of reducing the impact of IT related problems and requests to internal customers. 

They should be able to resolve less complex issues immediately, while working to resolve more complex issues in collaboration with their peers prior to engaging a higher level of technical support.  Effectively utilize the implemented ITSM processes and tools to provide service to internal customers.   The Service Desk Agent I should assist in the recognition of trends and potential technical problems proactively to ensure that IT Operations provides world-class service to the Wheels US Business.  

Wheels IT Operations functions with the following core beliefs: 

We are proactive 

Everything we do is customer-driven, customer-focused and adds value  

We are innovators, we make mistakes, we learn from those mistakes, we correct, and we’re better because of it 

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

Provide initial technical support at the Service Desk for inquiries received via Phone or electronic communications 

Effectively assess the nature of problems, working with various levels of customers within the company. 

Resolve first line issues, transfer complex issues to appropriate second or third level support. 

Monitor and document production systems status and any error messages, notify appropriate technical resource in a timely manner. 

Document Service Desk calls, technical resolutions, and IT processes/procedures in the designated ITSM Tool 

Utilize appropriate steps within the Incident/Problem Management process. 

Complete required documentation for IT processes/procedures in a timely manner. 

Communicate with co-workers, team members, management, clients and others in a courteous and professional manner. 

Conform with and abide by all regulations, policies, work procedures and instructions. 

Demonstrate reliable and predictable attendance. 

Other duties assigned to ensure overall departmental efficiency 

OTHER DUTIES 

Work closely with IT Service Delivery team to ensure successful delivery of IT Services  

Demonstrates open, effective communication and teamwork 

Be Customer focused and understand the importance of IT Operations being a customer-driven team.  
 

CORE COMPETENCIES 

Basic support knowledge of: 

Microsoft Windows 10 

Microsoft 365 

Demonstrate an understanding of how the IT Service Desk, as part of IT Operations,  supports the LPUS business functions and LPUS customers.  

Customer Service focused 

Strong Analytical and critical thinking capabilities 

Attention to detail, deadline oriented  

Ability to balance priorities and be an effective multitasker 

Proactive, Self-Motivated, Team Player 

Ability to communicate IT Technical terminology to non-technical team members 

 

LEADERSHIP RESPONSIBILITY 

This position has no leadership responsibilities. 

COMPETENCIES - SKILLS

Basic support knowledge of:Microsoft Windows 10 or higherMicrosoft 365ITIL v3 or v4 practicesDemonstrate an understanding of how the IT Service Desk, as part of the IT Operations function, supports Wheels’ business functions and Wheels’ external customers.Customer Service focusedStrong Analytical and critical thinking capabilitiesAttention to detail, deadline orientedAbility to identify and effectively manage priorities and be an effective multitaskerProactive, Self-Motivated, Team PlayerAbility to communicate both verbally and written about IT Technical terminology to non-technical colleagues

EDUCATION AND EXPERIENCE

2+ years’ experience in IT customer support environmentAssociates or Higher degree in Information Technology, or equivalent work experienceA+, Microsoft, ITIL or other applicable certificates are a plus.

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Work Environment: This position will be hybrid, and based out of the Alpharetta, GA or Schaumburg, IL office.
 

POSITION TYPE/STANDARD SCHEDULE 

This is a Full-time position on a first shift schedule with hours of work Monday through Friday between 7:00 a.m. and 7:00 p.m. ET.
This Position requires some after-hours support on a rotational basis.  
 

TRAVEL 

Minimal travel –less than 10%  
 

MINIMUM REQUIRED EDUCATION & EXPERIENCE 

1+ years’ experience in IT customer support environment 

Associates or Higher degree in Information Technology, or equivalent work experience 

A+, Microsoft, ITIL or other applicable certificates are a plus. 

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Our Benefits

Wheels recognizes benefits are a significant part of your employee experience, and we've created a robust benefits package that is market-leading, competitive offerings so you and your family can receive outstanding care. Please click here for an overview of the benefits available to you and your family.

Pay Range:

$39,600-$55,400

The base salary range for this position is listed above. This position is eligible to participate in the annual incentive plan which is based on company performance and individual performance. Compensation ranges are based on several factors including job function, level, and geographic location. Final offer amounts are determined by multiple factors including candidate experience, education, certifications, skill level and expertise, and may vary from the amounts listed here.

EEO Statement
 Wheels is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

Wheels is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Wheels is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.