Job: IT Help Desk Analyst I

Jobing Description

Vacant Position

With 4300 employees worldwide, AVL is the world's largest privately owned company for development of powertrains (combustion engines, hybrid systems, electric drive) as well as simulation and test systems for passenger cars, trucks and marine engines. AVL North America has around 450 employees and 3 locations in Michigan: Plymouth Headquarters, Ann Arbor and Bloomfield.

IT Help Desk Analyst (I)

Location:
America: USA

* Plymouth, Michigan

Department: IT

General Description: Provides first and second level helpdesk support to internal customers, assisting them with hardware and software issues via phone, email and in person.

Your Responsibilities:
* Roles:
* Provide first line response for users requiring assistance with information technology issues and problems.
* Respond to requests for technical assistance by phone or email and logging the issue in a help desk management system.
* Tracking issues to resolution and updating the internal knowledgebase.
* Demonstrate a high degree of customer service for all support queries and adhere to all service management principles.
* Take ownership of user problems and be proactive when dealing with user issues.
* Escalate issues when necessary to 2nd and 3rd level support to ensure that issues are resolved correctly, completely and in a timely fashion.
* To arrange for external technical support where problems cannot be resolved in house.
* Be able to effectively assess the priority of issues and direct the problem to the appropriate internal expert.
* Effectively manage user expectations by communicating status and progress of issue resolution throughout the entire process.
* Provide input gathered from the end-users to drive the quality of the management information system.
* Contribute to internal WIKI (or other systems) and document resolutions of problems.
* Must be very customer service oriented. The focus of this job will be to support the end user, listen, be responsive, and help drive improvements in our information systems.
Your Profile:
* Qualifications/Skills:
* Bachelors degree in Computer Science or related, or four years experience in IT systems
* MCSE or other technical certifications

Seize the professional challenges and opportunities offered by a high-tech enterprise - join our international team. We look forward to receiving your details; please use our online application form or send your application to AVL North America, Inc / AVL Powertrain Engineering, Inc.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access www.avl.com as a result of your disability. You can request reasonable accommodations by calling (734) 927-3606 or by sending an email to hrstaffing@avl.com