Service Desk Analyst

Summary

Dealer Tire is a family-owned, international distributor of tires and parts serving major automotive manufacturers. The Service Desk Analyst provides frontline Tier 1–2 technology support, resolves incidents and service requests, and delivers a consistent user experience. The role includes troubleshooting hardware, software, operating systems, mobile devices, and enterprise applications while documenting resolutions and supporting continuous improvement.

Responsibilities

• Frontline support, incident resolution, request fulfillment, and delivering a consistent, high‑quality user experience
• Serve as the first point of contact for technology-related inquiries, providing Tier 1–2 support to employees and business partners
• Incident Logging and Triage: Accurately capture, categorize, and prioritize incidents and service requests
• Troubleshoot and resolve issues related to hardware, software, operating systems, mobile devices, and enterprise applications (e.g., Microsoft 365, collaboration tools, cloud applications)
• Diagnose and resolve technical hardware and software issues
• Research questions using available information resources to quickly address user requests
• Document all interactions, troubleshooting steps, and resolutions in the IT Service Management (ITSM) system
• Contribute to and maintain the knowledge base with updated solutions, FAQs, and self-service resources
• Assign tickets to the appropriate resource for the quickest possible resolution
• Escalate complex issues to higher-level support teams or vendors
• Track and route issues and requests. Documents resolution steps
• Stay current with system information, changes and updates
• Monitor and prioritize incoming tickets to meet service-level agreements (SLAs) and performance metrics such as first-contact resolution and response times
• Stay current with emerging technologies, system updates, and organizational changes to provide accurate support
• Participate in continuous improvement initiatives to enhance service delivery and user experience
• Perform other duties as assigned in alignment with departmental needs

Skills

• Associate's degree in Computer Science or equivalent years of experience in a similar capacity
• 1+ years of experience in IT support or service desk operations
• Strong customer service orientation with the ability to communicate technical information clearly to non-technical users
• Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, or equivalent)
• Knowledge of Windows and macOS operating systems, mobile platforms (iOS/Android), and Microsoft O365 applications
• Understanding of networking fundamentals
• Excellent problem-solving skills, attention to detail, and ability to work in a fast-paced environment
• Strong oral and written communication skills
• Customer-Centric Mindset: Empathy, patience, and professionalism in every interaction
• Technical Proficiency: Strong troubleshooting across hardware, software, cloud, and mobile platforms
• Security Awareness: Understanding of endpoint protection, phishing prevention, and compliance requirements
• Initiative: Takes initiative to solve issues and drives them to resolution
• Collaboration & Teamwork: Ability to work across IT teams and business units
• Adaptability & Learning Agility: Staying ahead of evolving tools, updates, and digital workplace trends
• Communication Excellence: Clear, concise, and audience-appropriate communication across multiple channels
• Analytical Thinking: Root cause analysis, pattern recognition, and proactive problem prevention
• 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%

Qualifications

Must Haves

• Associate's degree in Computer Science or equivalent years of experience in a similar capacity
• 1+ years of experience in IT support or service desk operations
• Strong customer service orientation with the ability to communicate technical information clearly to non-technical users
• Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, or equivalent)
• Knowledge of Windows and macOS operating systems, mobile platforms (iOS/Android), and Microsoft O365 applications
• Understanding of networking fundamentals
• Excellent problem-solving skills, attention to detail, and ability to work in a fast-paced environment
• Strong oral and written communication skills
• Customer-Centric Mindset: Empathy, patience, and professionalism in every interaction
• Technical Proficiency: Strong troubleshooting across hardware, software, cloud, and mobile platforms
• Security Awareness: Understanding of endpoint protection, phishing prevention, and compliance requirements
• Initiative: Takes initiative to solve issues and drives them to resolution
• Collaboration & Teamwork: Ability to work across IT teams and business units
• Adaptability & Learning Agility: Staying ahead of evolving tools, updates, and digital workplace trends
• Communication Excellence: Clear, concise, and audience-appropriate communication across multiple channels
• Analytical Thinking: Root cause analysis, pattern recognition, and proactive problem prevention
• 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%

Benefits

• Commission, bonus or profit sharing may be included in the total compensation package
• Paid time off
• Medical insurance
• Dental insurance
• Vision insurance
• 401k match (50% on the dollar up to 7% of employee contribution)