Service Desk Analyst I

Hendrick Automotive Group

Location: 6000 Monroe Rd, Charlotte, North Carolina 28212

Summary: 

The Service Desk Analyst I is the primary point of contact for all requests for IT assistance and provides technical support on a wide range of issues in a call center environment. This position may require some travel and may assist with software deployments in dealerships. 

Supervisory Responsibilities: 

This job has no direct supervisory responsibilities.  

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Answering phone calls placed to the Service Desk, logging calls in the ticketing system and responding to requests for support made via ticketing system. 

• Providing professional and courteous assistance to our Teammates, with a genuine desire to understand and solve problems through to completion. 

• Troubleshooting hardware and software issues on Windows 10/11 systems.  Provide support for applications including Microsoft Office, Reynolds & Reynolds, and manufacturer software. 

• Installing and configuring software on Windows 10/11 systems. 

• Coordinating replacements in the event of hardware failures. 

• Processing requests for account changes. 

• Producing documentation on systems and troubleshooting practices. 
   

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience: 

Bachelor’s or Associate’s degree from accredited college or university or equivalent IT or customer service experience.

Verbal and Writing Ability: 

Ability to understand technical documentation and communicate with non-technical end-users via phone or email.  

Math Ability: 

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Reasoning Ability: 

Ability to determine the nature and severity of problems quickly and determine an appropriate plan for problem resolution.

Certificates and Licenses: 

Valid Driver’s License 

CompTIA A+ preferred. Willingness to study and obtain A+ and additional IT certifications.

Computer Skills: 

Microsoft Windows operating systems troubleshooting, Microsoft Office.

Environment/Physical Demands 

Duties are performed primarily in an office environment.  Some travel may be required. Must be able to lift equipment over 30 lbs. 

Competency: 

To perform the job successfully, an individual should demonstrate the following competencies: 

• Analytical - Collects and researches data.  Designs workflows and procedures. 

• Organization and Project Management – Coordinates activities and tasks associated with complex projects. 

• Data Management – Uses technology tools and services for managing the acquisition, maintenance and dissemination of physical and electronic information. 

• Design - Demonstrates attention to detail. 

• Problem Solving - Identifies and resolves problems in a timely manner. 

• Interpersonal – Positive interaction with co-workers, dealership personnel and vendors; maintains confidentiality. 

• Oral Communication - Listens and asks for clarification; ability to communicate concepts and information to different audiences. 

• Written Communication - Writes clearly and informatively.  Edits work for spelling and grammar.  Varies writing style to meet needs.  Presents numerical data effectively.  Able to read and interpret written information. 

• Ethics - Works with integrity and ethically; upholds organizational values. 

• Organizational Support - Follows policies and procedures.  Completes administrative tasks correctly and on time. 

• Quality - Demonstrates accuracy and thoroughness. 

• Dependability - Takes responsibility for own actions.  Completes tasks on time or notifies appropriate person with an alternate plan (Shows up, Shows up on time, Shows up with their game face on). 

This job description in no way states or implies that these are the only duties and responsibilities to be performed by this employee.  The employee will be required to follow any other instructions and to perform any other duties and responsibilities upon the request of a supervisor.  This job description is subject to revision at the discretion of the company.

Hendrick is an Equal Opportunity employer. Minorities, women, veterans, and individuals with disabilities are encouraged to apply. For more information regarding the EEOC, please visit

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