OEConnection, located in Richfield, Ohio is a strategic joint venture between Ford and General Motors, formed to provide
industry-leading e-commerce solutions that help auto manufacturers and their franchised dealers sell more original
equipment parts and win market share from the aftermarket. OEConnection solutions are used by major auto
manufacturers in the US, Canada and Mexico. For more information, visit www.oeconnection.com.
Technology Help Desk Position
Position Summary
Resolves user technology issues and provision IT services; expected resolution rate of all incoming requests is 60% - 80%.
Refers issues of a more complex nature to more senior staff.
Job Duties
 Facilitates incident response and service request processes from ticket creation to ticket closure, including
communications and documented resolutions. Monitors production and internal systems for issues on a proactive
basis.
 Diagnoses, researches (using knowledge base), and resolves technical hardware and software incidents; monitors
alerts and service requests or initiates prescribed escalation process.
 Audits incidents to ensure identification of root cause & completion of post mortems; Recognizes and informs
management of recurring problems.
 References enterprise-wide list of assets, changes, locations, versions and warranties as part of incident response.
 Creates and maintains knowledge articles to be used internally and/or externally regarding training, best practices,
solutions or processes as it relates to products, environments and related technologies.
 Adheres to all incident and service request processes and procedures in accordance with department SLAs while
maintaining satisfactory customer feedback
Experience/Skills
 Experience monitoring servers, systems, and applications. Solid understanding of escalation processes and risk
analysis.
 In addition to the education outlined above, at least 1 prior year of experience working as service desk (first level)
support solving various system issues relating to hardware, software, phones and networking.
 Working knowledge of workstation/server configurations and the ability to act as first line of support to associates
to install, configure, and troubleshoot associate workstations.
 Working knowledge of Microsoft Office, Active Directory, SharePoint, Internet Protocols (HTTP, FTP, DNS, IP, SSH,
etc.) and Service Desk Tracking tools.
 Solid problem solving skills in order to be able to immediately research, diagnose, and implement effective solutions
and excellent verbal and written communication skills with the ability to communicate effectively to technical and nontechnical users at all levels inside and outside the organization.
Education
Requires an associate degree from an accredited college with a focus in Computer Science, Information Technology, or
related discipline. In the absence of this type of degree, directly-related job experience analyzing hardware, software and
network systems with the ability to implement immediate solutions, where a number of years and proven knowledge may
offset the degree requirement.
Travel & Hours
Travel for this position is rare. However, the ability to work flexible shifts including holidays and weekends is required
along with the flexibility to work overtime as business needs dictate.
Interested? Create a cover letter and resume and email to:
Rob Kozlowski
Rob.Kozlowski@oeconnection.com