Genuine Parts Careers
IT Service Desk, Level 2 Support
Full/Part Time: Full-Time
Genuine Parts Company (GPC) is a service organization engaged in the distribution of automotive replacement parts, industrial replacement parts, office products and electrical/electronic materials. Our products and services are offered through a network of over 2,000 operations, geographically located across the United States, Canada and Mexico.
With over 80 years of distribution expertise, our well-positioned, regionally located distribution centers provide us with the unique ability to adapt our product and service lines to better suit our customers' needs. GPC's commitment and reputation for just-in-time service position us as a critical partner in our customers' success.
GPC began to diversify its product lines over 30 years ago into several end-markets with strong growth opportunities. Although each product is unique, we have leveraged more than 80 years of distribution know-how to manage these businesses the GPC way - continually improving operating and distribution efficiencies.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
The Service Desk Team Lead is responsible for providing second-level support, diagnosis, and phone support to customers of the GPC Corporate IT Shared Services organization, establish and maintain quality assurance/control and assists with team performance metrics on an as-needed basis.
A minimum of 4 years of experience in operations or IT role
Exceptional customer service approach and attention to detail
Windows Operating Systems primarily Windows 7, 10
Microsoft Office Applications
Experience with mobile devices and mobile email
Exceptional ability to coach and mentor team members
Experience with troubleshooting network related issues (client connectivity)
Experience with supporting various hardware (e.g. desktops, laptops & printers)
Big Picture/Global Customer
Assist with PC deployment and maintenance
Work with team members to develop, approve, validate, and maintain problem-resolution databases
Interpret, analyze, diagnose, document, and resolve first-level customer service problems related to internal supported hardware, software, LANs, and WANs with the objective of closing calls on a first-call basis
Research support issues when resolutions are not readily attainable by checking available resources, including but not limited to the incident/problem tracking system, internal websites, software manuals, and other team members/resources
Appropriately escalate problems as required, and monitor resolution progress until the problem is resolved to the caller’s satisfaction
Using the incident/problem tracking system, accurately document all incoming calls, keep tickets and customers updated on their issues / requests, and document all call resolutions
Keep the Service Desk team and management apprised of any new support issues in a clear and timely manner
Work to improve consistently all call-handling and resolution processes
Computer hardware replacement
Work with third-party vendors to resolve issues when applicable
Create knowledge base articles for the L1 support group
Perform other job-related duties as assigned or apparent
Assist with onsite troubleshooting at local offices
Travel to offices and distribution centers as needed