Information Technology (IT)

Department

Job Openings

Infrastructure & Operations

End User Support Specialist

Nov 12, 2019, Full time

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Enterprise Solutions

Senior Business Analyst

Nov 27, 2019, Full time

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End User Support Specialist

Description

Who We Are

We’re Dealer Tire, a family-owned, international distributor of tires and parts established in 1918 in Cleveland, OH. We’re laser focused on helping the world’s largest and most trusted auto manufacturers grow their tire business—in fact, we’ve sold more than 60 million tires to date. We’re a thriving company, and we’re looking for driven individuals to join our team. That’s where you come in!

Title:                            Customer Support Associate

Reports To:                 Team Lead, Help Desk & Telecom

FLSA Status:               Non-Exempt

Date Created:              08/08/2016

As a Customer Support Associate, your essential job functions will include the following:

  • Responsible for all aspects of New Hire configuration and set-up.
  • Responsible for all aspects of the Terminated Associates process.
  • Research questions using available information resources to quickly address user requests as it pertains to New Hires and Terminations.
  • Follow standard help desk procedures.
  • Log all help desk interactions for open tickets.
  • Maintain and update knowledge management database with issues resolution information.
  • Support of established company metrics including customer response time and first call resolution.
  • Responsible for assisting Help Desk support with Tier 1 support for internal and external partners with technology assistance, as needed.
  • Respond to requests for technical assistance via phone, electronically or through desk-side support, as needed.
  • Diagnose and resolve technical hardware and software such as password resets, user setup and changes, as needed.
  • Assign tickets to the appropriate resource for the quickest possible resolution, as needed.

Other Duties as Assigned

Position Requirements

  • Associate’s degree in Computer Science or equivalent years of experience in a similar capacity.
  • One to two (1-2) years of experience in hands-on support of PC applications and help desk support.
  • Must have an excellent customer service attitude/orientation and PC skills necessary to support a fast-paced user environment.
  • One of CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST) preferred.
  • Network Topologies Supported: Ethernet, Frame Relay, ADSL, Active Directory.
  • Operating Systems Support: Windows Operating Systems, Macintosh.
  • Vendor Software: Antivirus, Microsoft Office, etc.
  • Strong oral and written communication skills.

Competencies Required

  • Results Orientation
  • Customer Focus
  • Agility
  • Initiative
  • Influence
  • Learn Quickly
  • Recognize Implications
  • Apply Knowledge

Physical Job Requirements

  • Working in front of a computer screen for long periods of time.
  • Sitting for long periods of time.
  • Ability to work varying shifts as needed to support business needs.
  • Lifting and moving computer devices up to 50 pounds.
  • Travel as necessary, up to 10%.

Drug Policy

  • Dealer Tire is a drug-free environment.  All applicants being considered for employment must pass a pre-employment drug screening before beginning work.

Why Dealer Tire: An amazing opportunity to join a growing organization, built on the efforts of hard working, innovative, and team-oriented people. We offer a competitive salary + bonus, and a comprehensive benefit package including: paid time off, medical, dental, vision, and 401k matching (50% on the dollar up to 7% of employee contribution). 

EOE Statement Dealer: Tire is an Equal Employment Opportunity (EEO) employer and does not discriminate on the basis of race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status or disability (in compliance with the Americans with Disabilities Act*), or any other legally protected status, with respect to employment opportunities. 

*ADA Disclosure: Any candidate who feels that they may need an accommodation to complete this application, or any portions of same, based on the impact of a disability should contact Dealer Tire’s Human Resources Department to discuss your specific needs. Please feel free to contact us at ADAAAccommodation@dealertire.com or via phone at 833-483-8232.

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