What are the responsibilities and job description for the Help Desk Analyst position at Garmin?
Overview
We are seeking a full-time Helpdesk Analyst 1 in our Olathe, KS location. In this role, you will be responsible for providing first level support to end users and responding to their needs and/or alerts through basic troubleshooting, resolution or escalation steps.
Essential Functions
This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits
We are seeking a full-time Helpdesk Analyst 1 in our Olathe, KS location. In this role, you will be responsible for providing first level support to end users and responding to their needs and/or alerts through basic troubleshooting, resolution or escalation steps.
Essential Functions
- Serve as a liaison between advanced support/SME’s and end users and escalates irresolvable issues when necessary
- Answer Help Desk phones in a courteous and friendly manner
- Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, and callbacks in a timely manner among company sites, in accordance with current procedures to ensure distribution of knowledge and positive impact on user satisfaction
- Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers
- Maintain records of daily communication transactions, problems, remedial actions taken, and installation activities
- Collaborate with team members including sharing knowledge and documenting and contributing to knowledge base and offering suggestions for process improvements
- Apply basic standards and procedures to accomplish tasks including learning how to use and apply applicable technologies, document work in an organized manner, and use proper tools and techniques to identify and resolve problems
- Responsible for working after hours in an “on call” capacity based on a rotation shared by the Help Desk and Technical Support Specialist teams
- High School Diploma or GED AND coursework towards completion of a technical degree OR a minimum of 2 years IT or technical experience
- Excellent academics (cumulative GPA greater than or equal to 3.0 as a general rule)
- Demonstrates basic familiarity with asset, service, monitoring, and documentation tools as well as troubleshooting and research tools
- Demonstrates strong and effective verbal, written, and interpersonal communication skills
- Outstanding academics (cumulative GPA greater than or equal to 3.5)
This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits
