Service Desk Support Technician I

**This position is not related to a desktop/helpdesk support role - please read the description and requirements carefully before applying.**

Under limited supervision, the Service Desk Analyst I support multiple functions within the department by providing support within the data workflows. The Service Desk Analyst I is the first line of contact for management, internal and external clients, and reviews daily processes for maintenance, process improvement, research and analyzing file processing errors and service level agreements.

Required Shift: 10a-6:30p Pacific Time or 1p-9:30p Eastern Time

Will occasionally work other shifts as needed to assist with coverage.

Responsibilities:

• Monitor the constant flow of data and automation processes according to predefined expectations.

• Manage multiple tasks and work according to criticality and prioritization to meet departmental and client SLA requirements.

• Aid and support technical staff internally and externally.

• Verify files are formatted, named, and encrypted according to predefined expectations.

• Verify file locations and files are properly archived.

• Analyze files, logs, reports, and processes to find and identify errors.

• Perform investigation, analysis, documentation, and solution proposal for technical issues.

• Respond promptly to file delays, issues, or concerns.

• Manage test tasks and test environments while working with other departments.

• Work with databases

• Manage service orders, error queues, and performance tracking requirements.

• Use support software programs, utilities, and executables to manage daily processes.

• May be expected to review, format, and input data for computer processing.

• Maintain and revise procedural documentation.

• Research data and application issues using documented specifications.

• Provide various levels of troubleshooting assistance to internal and external clients.

• Create new or update existing batch files.

• Create new or update an existing ASP page.

• Attend meetings pertaining to new onboarding clients and state.

• Record issue status and resolution in trouble ticket system

• Identify and resolve file processing issues.

• Communicate with stakeholders regarding status of issues, proposed resolution, and timelines.

• Create system documentation as required.

• Perform metrics, progress tracking, and reporting.

• Monitor Daily Tasks

• Assists with special projects as assigned.

Minimum Qualifications:

• High School Diploma/GED

• Experience in creating MS office documentation such as Word, Excel, Power Point and Visual Studio.

• Experience with Secure File Transfer Protocol (SFTP).

Preferred Qualifications :

• Associate's Degree

• 2-4 years experience

• Experience in ASP/HTML, CSS, VB script, Fox Pro languages.

• Experience with creating .bat file.

• Experience in 24x7 automation suite.

• Experience working with trouble ticket systems

• Industry knowledge and experience (titling)

About Cox

Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses – which includes Cox Automotive and Cox Communications – is forging a better future for us all. Ready to make your mark? Join us today!

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Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.