IT Service Desk Level 2

Description

PowerStop is a leading force in the automotive aftermarket brake industry. Joining PowerStop means becoming part of a company that is transforming the industry landscape. We invite you to become an essential member of our rapidly growing brand, where you will have the opportunity to make a significant contribution to our team's success. We are always looking for enthusiastic, achievement-driven individuals who have the passion and motivation to help us reach our goals. We especially value candidates who share a love for automobiles and a desire to understand the industry better. 

As an IT Service Desk Level 2 IT team member, you will collaborate with the IT team to address user and system submitted tickets for resolution. In this role, you will provide customer service and technical support while troubleshooting hardware and software issues. Your primary responsibility will be to ensure that all IT-related problems are resolved promptly and efficiently, maintaining a high level of customer satisfaction. This is an excellent opportunity for individuals with an IT background who wish to learn and grow. Please note that this position is 100% onsite, with the primary location of Hodgkins IL, reflecting the current demands of our industry.

Essential Functions:

• Ability to listen first and then respond, often explaining and translating technical solutions to non-technical users.
• Work with helpdesk peers to triage and resolve incoming calls, walkups, messages, and emails regarding      IT issues and queries from internal staff (onsite, two remote offices, and remote users).
• Deep Active Directory knowledge.  Creating and maintaining user accounts, executing password resets, creating distribution Lists, in in-depth knowledge of user provisioning.
• Assist in identifying and troubleshooting network-related issues and requests. 
• Proficiency in Microsoft Office 365 Suite applications.
• Complete special projects and tasks assigned by management.
• Maintain in-depth knowledge and understanding of technologies, hosted apps, & services.
• Assist in standardizing undocumented processes, knowledge base, and best practice guides.
• Communicate highly technical information to both technical and non-technical users.
• Provide advanced technical support to applications and managed workstations.
•  Assume  role as a liaison between product vendor support and hosted clients.
• Instill client confidence in infrastructure, processes, and personnel.
•  Actively participate in client relationships and trust building.
•  Provide on-call after-hours support on a rotating schedule.
• Innate desire to continually learn and grow, as well as eagerly share knowledge.
• The ability to focus and organize work effectively in a high-energy, dynamic environment.
• Updated the IT team on progress, the current status, and solutions for ongoing technical issues.
• Exemplary customer service and interpersonal skills.
• Ability to manage multiple tasks and projects. 

Additional Duties & Responsibilities:

• Maintaining an asset database.
• Meet Service Level Agreements (SLAs) defined by the organization. 
• Troubleshooting IT-related problems, from software to hardware, such as laptops, PCs, iPads, and printers.
• Troubleshoot basic end-user network connectivity issues, including LAN, WAN, and VPN.
• Thorough troubleshooting and information gathering prior to escalating issues.
• Work with upper-level staff to identify improvements or issues with current OS images.
• Escalate unresolved calls to appropriate internal staff or third-party vendors.
• Publishing support documentation to assist staff with requests for information and provide staff training if required.
• Take ownership of user problems and follow up on the status of problems on behalf of the user, and communicate progress in a timely manner.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Log all work (project-related and support-related related in the ticketing system.
• Other duties as assigned by the Technology Service department leadership.

Requirements

• Computer Science or related certificates preferred.
• ITIL and/or Network is desired.
• 3-5 years of previous IT Help Desk.
• Excellent communication, time management, decision making, presentation, and organizational skills.
• Must be flexible/available to work staggered shifts, after hours, weekend support, and holidays as needed.
• Must be able to travel between four locations (Hodgkins, Bedford Park, Burr Ridge, Forest Park)
• Bilingual (English and Spanish) preferred.  

Compensation:

The pay range for this position is $50,000 - $75,000 per year, representing the potential compensation at the time of posting. Placement within this range will depend on various factors, including but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, performance, travel requirements, and business or organizational needs. Eligible employees will also receive a comprehensive benefits package including paid time off, holiday pay, medical/dental/vision insurance, life insurance, short-term & long-term disability coverage, parental leave, and a 401(k) plan.

Equal Opportunity Employer:

All qualified applicants will receive consideration for employment without regard to race, age, color, religion, sex, sexual orientation, gender identity, disability status, veteran status, or national origin. 

Salary : $50,000 - $75,000