IT Service Desk

Crash Champions is one of the fastest-growing automobile collision repair companies in the United States. Our state-of-the-art facilities are outfitted with modern equipment and staffed by the most highly trained technicians in the industry. You can learn more about us and how we proudly serve our communities across the country at crashchampions.com.

Position Summary:

Teammates will utilize TeamViewer to deliver remote user support services and work with the Ivanti ticketing system to address Incidents/Service Requests. Teammates will answer technical support calls, work/prioritize tickets accordingly, and collaborate and work with other staff and vendor support resources to resolve issues. Candidates must be energetic and focused with a strong motivation to learn innovative technologies and processes. This position requires dedication, strong attention to detail, persistence, follow-up, effective utilization of provided resources and OBSESSIVE customer service. Teammate should possess basic technical acumen with the ability to pick up new skills and knowledge (i.e. product and inner working of software and hardware,) and possess the ability to apply learnings gleaned from technical training.

Responsibilities:

• Performs basic to intermediate-level troubleshooting:
• Password resets, AD account unlocks, printer configurations, VPN, hardware issues, etc.
• Logs, routes, categorizes, escalates Incidents/SRs
• Ensure requests are routed to the proper resource in order to be resolved quickly and efficiently
• If issue is unknown, request assistance within ITSD Teams chat, then ITSD Manager, then ITSD Director
• Address phone calls on Softphone; logs ticket for user
• Replies to emails, Teams messages
• Self-starter - Accepts/self-assigns cases from the support queue
• Clearly communicate status on problems as well as resolutions
• Provide outstanding customer service and satisfaction
• Ability to work in a team and communicate effectively
• Writes/Reviews SOPs
• Handles alarm response raised by the IT monitoring tools (desired, but not required)

Position Requirements

Basic/Required:

• 3+ years of helpdesk experience troubleshooting
• Technical knowledge of Windows desktop & laptop hardware in a business environment
• Working understanding of computer networking
• Minimum one year of Active Directory support
• Effective planning & organizing skills
• Strong problem solving efficiency
• Effective communication & documentation skills
• CompTIA A+ certification required

Preferred Requirements:

• Microsoft certifications
• 1+ year experience with Ivanti EPM
• 1+ year of Exchange and/or Office 365 support

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift

Ability to commute/relocate:

• Westmont, IL 60559: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• What is your annual salary expectation?

Experience:

• Help desk troubleshooting: 3 years (Preferred)

Work Location: One location

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