Position Summary

The End User Support Technician’s primary responsibility is to provide internal support for employees and contractors and handle procedural requests. Candidates should have a mix of technical and customer service skills and be passionate about technology and helping people. This position diagnoses routine technical problems related to user computers, applications, and basic network issues. This position uses a broad knowledge of procedures to carry out basic to intermediate support level tasks which might involve numerous steps.

Position Responsibilities & Essential functions

• Resolves routine technical incidents and answers queries by telephone or tickets in support of internal PCs, applications software, and basic network communications; routes calls to specialists in more complex and difficult cases.
• Provides remote support to users’ hardware and software problems.
• Takes calls from users, diagnoses problems, and recommends and/or implements solutions for routine end user problems.
• Applies standard policies/procedures and basic problem skills to resolve end user problems.
• Handles department general administration tasks including document management.
• Logs all help desk interactions and ensures timely resolution of issues.
• Responsible for supporting the telephone hot-line function.
• Maintains log of incoming hot-line calls and updates ticketing system; alerts management to recurring problems and patterns.
• Works within defined standard operating procedures and/or troubleshooting methods and adheres to quality guidelines.

Qualifications & Job Requirements

• Technical Call Center experience
• Basic technical skills with Windows 10, Mac OS, Networking, hardware (PC and Mac), ServiceNow
• Technical Certifications A+, Network +, ITIL are a bonus
• Excellent written and verbal communication skills

Hourly compensation Range: $22.00/hr - $40.00/hr

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)

• 401K Matching Program

• Tuition Reimbursement

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.