Kenworth Northeast is an independently owned truck dealership supplying the northeast region with The World's Best® heavy and medium duty trucks and parts. For more than a decade, Kenworth Northeast has operated Full-Service Dealerships providing best-in-class service and parts to the World's Bestcustomers. We are entering an exciting period of growth and we are looking for people who share our passion for excellence and our vision for the future.If you are ready for the next step in your career path, then Come Grow With Us!Kenworth Northeast is currently looking for a motivated IT Help Desk Level 2 Specialist to work at our Corporate Office located in Buffalo, NY. This position will be an enhanced first line of communication to the IT Department from internal Kenworth employees. The person will be able to decipher IT and non-IT related issues based on type and urgency based on priority and organizing tickets. There will be some basic troubleshooting to be performed. This position would be responsible for answering calls and responding to email tickets in a timely manner.What You Can Expect From UsAt Kenworth Northeast, our mission to provide an exceptional customer experience starts with YOU. That is why we offer a comprehensive benefits package that goes above and beyond for our dedicated employees. We recognize that the success of our company depends on the success of the individual, as well as the team. Here is what you can expect from us:
- 4 medical plan options; employer subsidized
- Dental and vision
- Company paid & supplemental life insurance/AD&D
- Short term & long term disability; group insurance rates
- Health Savings Account with company contribution
- Fidelity 401k plan with company match
- Flexible Paid Time Off
- Six paid holidays observed per year
- Employee Assistance Program
- Paid training and opportunities for growth and development
If this sounds like the opportunity you have been waiting for, submit your resume today to learn more about what Kenworth has to offer you! Providing the services our customers deserve. Delivering the satisfaction they expect. Kenworth Northeast is an Equal Opportunity Employer. We celebrate diversity and we are committed to creating an inclusive environment for all employees.Responsibilities:
- Provide 2nd level desktop support/System Admin or Network Infrastructure Analyst/Application Analyst
- Follow up with internal users when more information is needed.
- Provide training as needed to users on programs and systems
- Prioritize helpdesk tickets, roughly 15-20 per day, which can vary. The average response time is about 30 minutes.
- Basic understanding of computer systems, mobile devices, printers, and other office equipment.
- Troubleshoot user issues including VPN and cell phones
- Set up of desktop and cell phones. Act as a backup for laptop setups.
- Basic user access control responsibilities.
- After-hours and on-call to address the 2nd shift and Saturday hours for high-priority technical issues escalate to next-level support.
Qualifications:
- Exceptional customer service, organizational, and time management skills.
- Strong analytical and problem-solving skills.
- Excellent interpersonal and communication skills.
- Minimum of two years in a help desk role.
- Ability to multitask and ready to work in a fast-paced environment.
- Ability to follow instructions carefully.
- Comfortable working in a team environment.
- Experience with Windows Server environment, MS Office, and PC troubleshooting/repair.
- A proven track record of maintaining records, documentation, manuals, and preparing status reports.
- Demonstrates success in preparing, configuring, and restoring workstations.
- The aptitude to document, track, and respond to user requests within the help desk software, along with troubleshooting and researching.
- Experience installing software on PC's.
- Experience installing printers, monitors, and other hardware.
- The willingness to work additional hours to meet project deadlines and to have on-call availability.
- Must be comfortable working under stressful work conditions and dealing with demanding customers.
- Excellent problem-solving and analytical skills.
- Proactively identify potential issues and make recommendations.
- Excellent listening and communication skills to deal with every level within the organization.
- Ability to read the room and adjust to your audience appropriately.
- Ability to prioritize projects based on business needs.
- Promote a trust-based relationship with both internal and external customers.
- Ability to follow structure, processes, policies and procedures.
- Self-awareness of how your behavior affects others.