Service Desk Analyst

Position: Service Desk Analyst I
** 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 Automotive Group believes that its people are its most important assets. Together, everyone achieves more. We work as a team, best utilizing our individual talents and skills to reach a common goal. Hendrick Automotive Group teammates help each other to balance their commitments to family and to the community they represent. Our 10,000 plus teammates across the country are empowered and trained to be leaders within our organization.

At Hendrick Automotive Group we are defined by our integrity. We believe in doing what is right for our fellow teammates, our customers and our corporate partners. The core values of this company are what shape every action we take and every decision that is made. Our customers are important to us. They’re family. We genuinely desire for our customers to feel valued and cared about whenever inside our doors.

Every day, Hendrick Automotive Group teammates recommit themselves to exceeding the expectations of our customers.

The Hendrick name is synonymous with winning, at the dealership and on the race track. We are committed to continuing the Hendrick tradition of success and performance. Our teammates are empowered to overcome obstacles and do what it takes to satisfy our customers, lift up our fellow teammates and build profits. The automotive industry is rapidly progressing. Every day, Hendrick Automotive Group takes the initiative to find ways to achieve success through simpler, better, faster and leaner processes.

We work daily to invest in the improvement of our teammates and develop resources to offer opportunities for personal growth and development. We strive for excellence in all that we do.
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