• Sr. Service Desk Rep. - bilingual: Korean

    Hyundai Autoever America (West Point, GA)


    20160 - Sr. Service Desk Rep. - bilingual:  Korean

    PURPOSE:

    Provide initial employee support for technical inquiries received via phone, email, and messaging applications. Assess the nature of problems and resolve basic support issues. Troubleshoot software and hardware issues on laptops, desktops, tablets, and/or smartphones. Log or record support tickets and/or cases.

    ESSENTIAL FUNCTIONS:

    • Manage assigned tasks and quickly respond to and process Helpdesk tickets using ITSM in a timely and reliable manner

    • Install, maintain, setup, troubleshoot and configure PCs, laptops, networked printers, to include Zebra and Scrap printers, and peripherals

    • Perform imaging system administration for all PCs, laptops, scanners and other networked devices, as assigned

    • Open/Close and update incident history via ITSM, or other Helpdesk applications, as assigned

    • Backup/Restore user profiles and data, in-compliance with assigned procedures

    • Document, maintain, upgrade or replace hardware and software

    • Adhere to naming standards and labeling of all assets

    • Adhere to Customer Support standards and procedures to ensure priorities and goals are met

    • Performs other duties as assigned

    •Other Duties

    •Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

    SCOPE:

    Supervisory Responsibility-None

     

    Decision Making/Discretion- Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.

     

    Strategy Development- Normally receives little instruction on daily work, general instructions on newly introduced assignments.

     

    EDUCATION-Associates Degree or equivalent experience

     

    WORK EXPERIENCE-3-5 years in the IT field.

    SKILLS/KNOWLEDGE-

    • Basic understanding of networking.

    • Troubleshooting skills.

    • Micro soft office suite, Windows, Microsoft Exchange server.

    • Antivirus software.

    • Ability to think logically and to analyze troubleshoot issues and implement appropriate corrective action.

    • Ability to plan, organize, coordinate work assignments.

    • Ability to complete projects on time.

    • Ability to work well independently and in a team environment.

    • Ability to interact positively with internal and external customers.

    • Skill in the utilization of correct grammar, spelling, punctuation, and required formats.

    • Ability to multi-task.

     

    Salary Range - $23.00 to 30.00 per hour (D.O.E.)

     

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