On-Site IT Support Analyst

Company: Gerber Collision & Glass

WELCOME TO GERBER COLLISION & GLASS

Our Team Members Drive Us! Gerber Collision & Glass is one of the largest collision repair companies in North America. With $2+ billion in sales, over 800 locations and growing, our 10,000+ team members across the United States and Canada are passionate about delivering our goal to WOW Every Customer and Be the Best!

We invite you to join our team. Gerber offers a great place to launch and grow careers. As we continue to grow, we have endless opportunities for you to grow with us.

Gerber Collision & Glass recognizes, values and welcomes all applicants with unique talents and abilities from all backgrounds and characteristics. All qualified individuals are encouraged to apply, including individuals with disabilities and Protected Veterans.

Job Description:

Are you looking to start a career and not just another job? Then The Boyd Group is the employer for you! The Boyd Group Inc. (the "Company") is one of the largest operators of non-franchised collision repair centers in North America in terms of number of locations and sales. The Company currently operates locations in Canada under the trade names Boyd Autobody & Glass and Assured Automotive, as well as in the U.S. under the trade name Gerber Collision & Glass. In addition, the Company is a major retail auto glass operator in the U.S. with operations under the trade names Gerber Collision & Glass, Glass America, Auto Glass Service, Auto Glass Authority and Autoglassonly.com. The Company also operates a third party administrator Gerber National Claim Services ("GNCS") that offers glass, emergency roadside and first notice of loss services. Our management team is dedicated to providing all our employees the tools and opportunities to be successful. If you're motivated to be the best then The Boyd Group is the place to make that happen. We offer a fast paced, customer focused atmosphere where our employees are valued for their contributions to our success. Please visit our website for more information about what makes The Boyd Group the industry leader in auto body repair.

L2 Support Analyst - On Site

SUMMARY: The Boyd is seeking a Systems Engineer I who wants to make an impact each day. As a member of the support team you will be responsible for providing high-quality technical support for the Boyd platform to employees. You will be supporting a retail and corporate environments with 12k+ Employees and 1k+ Locations.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide On-Site support at Elmhurst and Chicago IL Locations

• Provide support for VIP users

• Facilitate Onboarding of new employees locally

• Lead "IT Orientation" sessions with new employees

• Provide technical support for the Boyd platform to employees by using our incident tracking system.

• Handle service requests escalated from Level 1

• Help our retail locations achieve success using the Boyd platform.

• Handle and resolve complex technical and functional queries from customers across the US and Canada.

• Gather the required information necessary to best handle employee issues

• Manage customer expectations regarding estimated response times for issue resolution

• Extensively research and document customer technical issues

• Collaborate with Technical Support team members to properly manage employee inquiries and escalate when appropriate

• Partner with Technical Support team members on various strategic projects when needed

• Own customer technical issues from initial report to resolution, communicating with employees regularly regarding issue status

• Produce, audit, and edit procedure and knowledge base packs

WORK QUALITY

• Ensure that the values, objectives and quality standards of the Company are achieved/met.

• Work with the broader enterprise IT security, risk, and compliance teams to interpret policies and standards, ensuring they are properly followed by new and existing IAM solutions

WORK EFFICIENCY

• Have excellent verbal and written skills.

• Ability to handle multiple complex tickets simultaneous with overlapping SLAs.

• Ability to Independently and responsibility on tickets assigned to your designated queues.

• Work within a change control environment to effectively communicate.

• Lead and/or execute daily, weekly, and monthly support activities.

SAFETY

• Ensure that all injuries are immediately documented and called in to the Human Resources Department.

• Participate in on-going safety training.

• Ensure that work areas are kept clean and safe and that employees operate under safe working conditions.

• Comply with any safety directives when working in production environments.

COMPANY EXPECTATIONS

• Comply with all Company policies and procedures as outlined in the employee handbook.

• Maintain a good rapport with all employees of The Boyd Group.

• Take responsibility in your area of employment with The Boyd Group. for reporting, making recommendations and correcting situations adverse to the Company's best interest.

SUPERVISORY RESPONSIBILITIES: Indirectly manage the work of vendors to ensure proper quality and timeliness of work.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, training certification and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions..

• Ability to effectively resolve 10-20 advanced tickets per day.

• Extensive experience of Windows 10 + and Active Directory.

• Extensive support of workstations, servers, printers, networks, vendor specific hardware, and software.

• Google Suite administration

• Previous experience supporting larger retail environment support

EDUCATION and/or EXPERIENCE:

• 3 - 5 Years experience in a Technical Support or IT Analyst role.

• Associate Degree in Computer Science or a related field preferred.

• ITILv3 Certification or experience working in an ITIL environment preferred.

Benefits That Drive Your Success

Gerber offers the comprehensive benefits you expect from an industry leader, including:

• Competitive Pay Plans

• Medical, Prescription Drug, Dental & Vision Insurance

• 401(k) Retirement Plan with company match

• Employer Paid Short-Term Disability & Life Insurance

• Paid Vacation & Holidays

• Continuing Education Opportunities

Gerber Collision & Glass is proud to be an equal opportunity employer committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status, or any other consideration, prohibited by law or by contract.

About Us

Gerber Collision & Glass has been WOWing customers with our collision repair services for over 80 years. Please visit gerbercareers.com to learn more about our company.