Help Desk Analyst 2 at Garmin International in Olathe, Kansas

Job Description:

Overview

We are seeking a full-time Help Desk Analyst 2 in our Olathe, KS location. In this role, you will be responsible for providing first and second level support to end users and responding to their needs and/or alerts through moderately complex troubleshooting, resolution or escalation steps.

Essential Functions

• Answer the Help Desk phones in a courteous and friendly manner


• Research, resolve, and respond to questions received via telephone calls, e-mail, walk-ups, and callbacks in a timely manner among company sites, in accordance with current procedures to ensure distribution of knowledge and positive impact on user satisfaction


• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers


• Manage and implement initiatives or change controls and create work instructions and knowledge articles


• Make recommendations for component level improvements and identify interdependencies in system and application components


• Demonstrate proficient use and knowledge of standards and procedures


• Provide reliable solutions to a variety of problems using sound problem solving techniques including performing root cause analysis and identification of corrective action for given problems


• Serve as a mentor to less experienced IT Analysts (IT Analyst 1)


• Responsible for working after hours in an "on call" capacity based on a rotation shared by the Help Desk and Technical Support Specialist teams

Basic Qualifications

• High School Diploma or GED AND coursework towards completion of a degree OR a minimum of 4 years IT or technical experience


• Excellent academics (cumulative GPA greater than or equal to 3.0 as a general rule)


• Demonstrates moderate familiarity with asset, service, monitoring, and documentation tools as well as troubleshooting and research tools


• Demonstrates strong and effective verbal, written, and interpersonal communication skills

Desired Qualifications

• Outstanding academics (cumulative GPA greater than or equal to 3.5)

Garmin International is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, citizenship, sex, sexual orientation, gender identity, veteran's status, age or disability.

This position is eligible for Garmin's benefit program. Details can be found here: Garmin Benefits

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