IT Analyst

1. Understand customer support, likes to work with people, and can ensure that the customer is satisfied.
2. Address and resolve basic and complex incidents and requests; enter quality information into tickets and appropriately capture data; complete follow-up and follow-through on all tickets.
3. Manage all incidents and requests to ensure that work is completed to the customers’ satisfaction.
4. Build strong relationships within Go Auto by working across organizational boundaries to resolve customer incidents and requests.
5. Contribute to self-help knowledge bases and document typical requests and incidents, resolutions, and work around procedures.
6. Identify, evaluate, promote, and implement customer support best practices.
7. Mentor, support, and cross-train other service desk and desk side analysts.
8. Grow deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact.
9. Use creativity and innovation to automate and streamline processes and procedures.
10. Uphold any confidential information that you may be privy to as it relates to your role. Loose lips need not apply.
11. Be responsible for hardware deployment and onsite support, including PCs, monitors, printers, and anything else deemed “IT Equipment.”
12. Ensure inventory of equipment that is being deployed or recovered is recorded and the Inventory Coordinator is updated of any changes.

As an Information Technology Support Analyst, you’ll bring:

1. An excellent telephone manner is required together with the ability to handle challenging support situations with a calm and methodical approach.
2. Understanding of Active Directory: creating accounts, group policy, and group management.
3. Ability to create new and manage email accounts in Office 365.
4. Ability to effectively balance high volume of productivity demands against ability to provide analytical troubleshooting and problem resolution.
5. Ability to troubleshoot in a high-level systematic way. Ability to identify symptoms and research cause.
6. Understanding of basic Networking principles, including network troubleshooting for connectivity issues, DHCP, DNS, use of tools like PING, NSLOOKUP, and NETSTAT.
7. Strong team player, excellent communication skills, excellent organizational skills, self-motivated/drive, flexible.
8. Good interpersonal skills for written, oral, and face-to-face communications, both within technology and the business. We place a lot of value on being personable and happy to help.
9. Must have at least 2 years’ relevant experience in a Service Desk / Help Desk / Desk Side Environment.
10. Desirable to have previous experience working with CDK Global or have worked in the Automotive Retail Industry.
11. Desirable to have experience working with Active Directory, Office 365, Windows, and have a good understanding of networks.
12. A great attitude and the ability to have fun!

1. You’ll have three weeks of vacation after your first year! After five years of service, you get four weeks. After ten years, you’ll get FIVE weeks of vacation.
2. A comprehensive health care, dental (80% - 100%), and health spending accounts.
3. An employee investment program that guarantees you a 10% return every year.
4. With over 60 dealerships in the Go Auto group, with jobs available at every level, there is opportunity to grow!

1. This is not a 9 to 5 job. Hours are flexible, required to work 8 hours within core business hours 7 am to 6 pm MDT.
2. Part of an after-hours on-call rotation.
3. You need a driver’s license for this position.