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.
The IT Service Desk Support is a corporate role responsible for providing support for incident resolution and requests reported to the service desk. Responsibilities include initial assessment, triage, research, and resolution of incidents and requests regarding the use of application software products and/or infrastructure components. The Service Desk Support is responsible for collecting information through end user interaction, utilizing support tools to resolve issues, and communicating status and resolution to end users across the organization. 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.
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.
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.
Proven track record of developing and providing SLAs and Service Desk deliverables.
Working technical knowledge of Microsoft System Center tools (primarily SCSM and SCCM).
Understanding of the following services/protocols: TCP/IP, DHCP, DNS, and Active Directory.
Understanding and experience with Microsoft Exchange Console.
Experience with POTS and VoIP phone systems.
Ability to conduct research into systems issues and products as required.
Ability to communicate ideas in both technical and user-friendly language.
Highly self-motivated and directed, with keen attention to detail.
Proven analytical and creative problem-solving abilities.
Able to prioritize and execute tasks in a high-pressure environment.
What can AGC Offer You?
We offer a competitive compensation package including base salary, structured bonus plan, comprehensive benefits, and opportunities for career advancement.
Equal Opportunity Employer – To be considered, applicants must be legally authorized to work in the United States, without sponsorship.