AGC | IT Service Desk Analyst (Corporate)

Get to Know Us:

AGC Automotive Americas (AANA) is a leading supplier of automotive glazing for the OEM and aftermarket industries and is part of the AGC Group, the largest global glass supplier employing more than 50,000 worldwide in approximately 30 countries.

Culture:

Expectations are high and team successes are celebrated. We believe in the power of skilled, engaged, and united teamwork backed by open, honest communication. Integrity matters most and is essential for building trust with teammates and with customers.

Location of Position: Elizabethtown, KY or Bellefontaine, OH with possibility of being Remote at later time

Summary of Position:

The IT Service Desk Analyst role is responsible for providing outstanding technical support to end users, supporting vendor management activities, procurement support for services and systems within the scope of Service Desk, and assisting with technical administration of key software solutions such as SCCM, Footprints and Asset Management areas.  Problems beyond the scope of their ability or responsibility are resolved by escalating to the next level of IT support staff in a timely manner.

Responsibilities:

  • Serve as the first point of contact for customers seeking technical assistance over the phone, email or chat.
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions.
  • Determine the best solution based on the issue and details provided by customers.
  • Direct unresolved issues to the next level of support personnel.
  • Provide accurate information on IT products or services.
  • Follow up with customers, provide feedback and see problems through to resolution.
  • Ensure proper ticket creation, information and closure in the service desk tracking software.
  • Install, test and configure new computers and software.
  • Manage PC setup and deployment for new employees using standard hardware, images, and software.
  • Install/Maintain computer peripherals such as printers and monitors
  • Complies with IT policies, procedures and directives
  • Contribute to developing and implement end user training programs to increase computer literacy and self-sufficiency.
  • Communicate directly with key vendors in areas related to software and hardware support, procurement requests from end users and within IT organization
  • Provide regular feedback to IT Leadership team members on escalations related to changes in vendor status, areas of concern, opportunities to drive improvement in process and service to the organization
  • Assist in support, configuration and management of key technical systems used within Service Desk and across IT organization (SCCM – Footprints – Asset Management)
  • Contribute to supporting key AGC business application systems such as CCORE, Mapics, SAP, OnBase in Level 1

Qualifications:

  • Associate degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.
  • CompTIA A+ and Microsoft Certified Professional (MCP) is preferred.
  • Extensive application support experience with the Microsoft Office Suite as well as other core applications.
  • Extensive knowledge of computer hardware, including desktops, laptops, printers, tablets, smartphones and scanners.
  • Experience with desktop operating systems, including Windows 10, Windows 7 and Windows XP.
  • Proven track record of developing and providing SLAs and Service Desk deliverables.
  • Proven experience as a Service Desk Technician.
  • Working technical knowledge of Microsoft System Center tools (primarily SCCM).
  • Excellent Customer Service Skills.
  • Understanding of the following services/protocols: TCP/IP, DHCP, DNS, and Active Directory.
  • Understanding and experience with Microsoft Exchange Console.
  • Experience with VoIP phone systems.
  • Vendor Management and Procurement
  • Business Applications (ERP – EDI – BPM – Workflow)

We’re looking for someone with:

Creativity – You possess the internal need to create and continually iterate.  You look at situations with an open mind and develop smart, efficient and often non-obvious solutions.

Innate Curiosity – You are naturally curious about cause-effect relationships, what-if scenarios and why-done analysis.

Intuitive – You have the ability to see interconnections and dependencies between seemingly disparate pieces.  You can identify a missing element and/or gap based on general logic, even without having specific knowledge or experience in the subject.

Self-Educating – In addition to formal training opportunities, you possess an internal drive to identify areas of missing knowledge and independently close gaps.

Internally Motivated – You have an internal drive based on interest and/or self-imposed expectations. 

Humble / Customer Serving – You embody our mission to enable the customer-facing teams to be successful.  You understand that our customer’s failure is, at least on some level, our failure.

Customer Service – You embody our mission to enable the customer-facing teams to be successful.  You understand that our customer’s failure is, at least on some level, our failure.

What can AGC Offer You?

We offer a competitive compensation package including base salary, structured bonus plan, comprehensive benefits, paid vacation, paid company holidays, 401k with Company match, and opportunities for professional development.

Equal Employment Opportunity Employer – To be considered applicants must be legally authorized to work in the United States without sponsorship.