Service Desk Analyst

Service Desk Analyst

Join our Winning Team as a Service Desk Analyst

When was the last time you bragged about where you work? At CARFAX, we do it every day. Why? Because we’re proud to work for a company with a strong mission and trusted brand. We’re proud to work with people who care about what they do and work hard every day to deliver their best. We’ve created the type of company culture where the term, “work- hard play- hard” is taken to new heights. Even today, while working remotely temporarily due to COVID-19, our culture is strong and our team is connected!

The Service Desk team provides a full range of networked computer support services to internal CARFAX employees and visitors.  Service is provided face-to-face, via telephone and electronically.  Service Desk Analysts regularly work with other technical staff to support the overall infrastructure, systems and processes necessary to operate a high availability, fast paced environment.

As a Service Desk Analyst you will:

• Provide accurate and creative solutions to customer’s hardware and software problems to ensure user productivity.
• Configure new and existing PCs, laptops, virtual machines and mobile devices using established CARFAX processes and procedures
• Install and update software using IT internal tech stack
• Research, resolve and respond to questions received via telephone calls, internal ticketing system, visits, IM and email in a timely manner
• Build, test and deploy software packages to all workstations and laptops using desktop management tools
• Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers

To be considered for this role, you will need:

• 2-3 years previous help desk experience combined with technical training or Certification in A+ or MSP, Apple certification, or an Associate’s Degree in IS
• A detailed understanding of Windows 10, Mac OS x and Linux
• Proficient in use and support of MS Office 2019/Office 365
• Exceptional customer service is a MUST
• Excellent written and oral communication skills and time and project management skills
• Aptitude to learn and support a variety of frequently changing applications and systems
• Ability of multitasking in a fast-paced environment, while maintaining an emphasis on quality.
• Must be self-motivated, detail oriented, be able to work effectively in a team environment.
• Ability to travel for off-site meetings and respond to afterhours urgent calls from internal users
• This role will start remotely due to COVID-19 and report to our Centreville, VA headquarters when we return to the office

Physical Requirements:

• Ability to lift and carry 60 pounds (workstations, servers, printers, etc.)
• Must be able to lift and move desktop PCs as well as maneuver under counters to run cables and wires for PCs

About CARFAX

CARFAX, a unit of IHS Markit (NYSE: INFO), helps millions of people every day confidently shop, buy, own and sell used cars with innovative solutions powered by CARFAX vehicle history information. The expert in vehicle history since 1984, CARFAX provides exclusive services like CARFAX Used Car Listings, myCARFAX, CARFAX History-Based Value and the flagship CARFAX Vehicle History Report. CARFAX is a nationally recognized top workplace by The Washington Post and Glassdoor.com. Based in London, IHS Markit is a world leader in critical information, analytics and solutions.

CARFAX is an Affirmative Action/Equal Opportunity Employer. It is the policy of CARFAX to provide equal employment opportunity to all persons regardless of race, color, sex, pregnancy, religion, national origin, age, ancestry, citizenship status, veteran status, military status, disability or handicap, sexual orientation, genetic information or any other status protected by federal, state or local law. In addition, CARFAX will provide reasonable accommodations for qualified individuals with disabilities. We maintain a drug-free workplace. We are a participant in E-Verify.

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