Helpdesk Technician Ii

Founded in 1987, Car Toys is the largest independent multi-channel specialty car audio and mobile electronics retailer in the United States. We offer a broad selection of the best car audio, mobile entertainment, navigation, road safety, and security systems from the top manufacturers and also offer an array of auto salon services. Our consultative process ensures you're getting what you need, and our high-quality professional installations are guaranteed for life.
ESSENTIAL DUTIES & RESPONSIBILITIES

• Act as Primary Help Desk Operator. Take incoming incidents and requests via LANDesk ticket, phone, e-mail, and voicemail.
• Create tickets through the LANDesk/Service Desk ticketing system using SLA guidelines.
• Perform linear and logical troubleshooting.
• Accurately assign an impact and urgency level and validate appropriate priority setting in accordance with SLA guidelines and management instruction. Document issues consistently and thoroughly, ensure a concise problem statement is captured when creating the ticket and document an accurate 'root cause' at the conclusion.
• Responsible for accurately and completely processing incidents/requests throughout the ticket life cycle.
• Assist with the collection, processing, testing and accounting of incoming shipments. Always ensure equipment and parts are properly labeled and stored.
• Alert a Level 2 Technician of high priority incidents, business escalated incidents or requests, or equipment shortages.
• Provide PC, Citrix, and general technical troubleshooting support to work toward resolution of assigned tickets. Escalate issues to a Level 2 Technician if you are unable to resolve in a reasonable amount of time. Always make sure requisite troubleshooting has been performed prior to escalation.
• Create, use, and follow Knowledge Base documentation and User Self-Help documents.
• Ability to work non-traditional shift/hours to ensure adequate coverage of store operations and business need.
• Participate as an active member of the team and contribute to the team's overall success.
• Demonstrate flexibility in duties and responsibilities in order to achieve common goals.
• Other duties as assigned.

REQUIRED EXPERTISE:
Minimum:

• 1-2 years related work experience required.
• Knowledge of networking and Windows Operating Systems
• Proven experience troubleshooting hardware, software, and network with a direct focus on the source(s) of problems.
• Demonstrated commitment to excellent customer service.
• Proven ability to take ownership of client issues.
• Proven ability to communicate technical solutions in a user-friendly and professional manner, both verbally and in writing
• Effective cross group collaboration

Desired:

• Strong business acumen and analytical skills
• Strong, influential written and verbal communication skills, with technical writing experience
• Top-notch analytical skills; methodical and detail-oriented planner and problem-solver; ability to eliminate variables, prioritize requirements, identify root causes and present objective, organized information to customers, internal and external partners.

PHYSICAL DEMANDS & WORK ENVIRONMENT:

• Ability to sit and/or stand at a workstation in an office environment for extended periods of time and work on a PC without limitations.
• Excellent situational awareness - must be comfortable in dynamic open environments
• Ability to travel to, and move about in, field locations in order to perform field assessments
• Ability to occasionally work non-traditional or extended hours based on business need
• Ability to lift a minimum of 35 pounds
• Ability to bend and reach under desks and within small spaces
• Ability to safely pack/unpack, ship, and store endpoint equipment.

We've Got You Covered!
This position comes with an hourly rate of $24 - $27 per hour.
At Car Toys, our people are our greatest asset. We are dedicated to providing our employees with the tools to succeed in their career, as well as excellent benefits to maintain a healthy work-life balance. These include:

• Medical, Dental, and Vision Healthcare Coverage
• Employee Assistance Program - 100%
• Company Paid Life Insurance Policy - 100% Company Paid
• 401(k) with Company Match
• Paid Vacation Time
• Employee Product Discount Program

Car Toys is an equal opportunity employer; we encourage and support diversity in the workplace.
To find out more about what we do, visit: www.cartoys.com