Help Desk Specialist

Vroom is seeking a Helpdesk Specialist in our Grand Prairie location to provide support for all service requests, especially high-priority issues and projects. This is an associate-level role that requires at least 5 years of helpdesk/IT experience. Highly developed troubleshooting skills and proven critical thinking analysis will set you up to be successful in this role.

Responsibilities

This role will perform a variety of tasks ranging from imaging a pc to monitoring network traffic to delegating smaller tasks and including but not limited to the organization of over 1000 user profiles within numerous operating platforms. Duties include:

• Manage ticket submissions
  
• Provide an advanced level of business process support
  
• Perform escalated-priority issue diagnosis
  
• Maintain organized and thorough documentation
  
• Assist junior teammates with training and service execution
  
• Utilize internal Knowledge Management System to provide the most effective and efficient support possible
  
• Work with the helpdesk leadership team to resolve issues both reported and discovered
  
• Assist in the day to day oversight of entry-level staff members
  
• Utilize developed expertise in use of AD, G Suite, database, HTML, and other various system/application protocols to meet the needs of end users
  
• Act as a customer liaison between the end user and the IT department’s assets, possess thorough knowledge of: basic computing, advanced program features, Windows 7, 8, & 10 environments.

Requirements

:
The right person for this role has a minimum of 5 years’ helpdesk experience, and a minimum of 8 years’ customer service experience. Computing-specific certifications are highly desirable. Qualified applicant will have A+ and Network+ equivalent understanding, CISCO and basic network infrastructure knowledge & experience, ITIL understanding as it pertains to ITSM, and numerous years of customer service experience.
You should have highly developed organizational skills, be an effective written and verbal communicator, and possess excellent time-management skills. Must work well with others and be productive with limited supervision.
Preferred skills include:

• HDI Certification
  
• ITIL Foundation Certification
  
• MSCA – Windows 10, MCSE, MCITP, MCTS
  
• CompTIA A+ & Network+
  
• CCNA

Physical Requirements

Must be able to sit and/or stand for extended periods of time, be able to lift 50+ pounds unassisted, be available to work on Saturdays, and type 60+ wpm.

Benefits

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This role offers competitive salary, health/dental/vision benefits, healthcare concierge with virtual visits, FSA, commuter benefit, PTO, and holiday pay.
How to Apply
If you think you might be who we’re looking for, apply below with your resume and a cover letter telling us why you think you’d be a great addition to the team.