Telematics Support Desk Representative

Holman is a family-owned, global automotive services organization anchored by our deeply rooted core values and principles that have enabled us to continue Driving What’s Right throughout the last century. Our teams deliver the Holman Experience by treating our customers and each other as we would like to be treated, and creating positive, rewarding relationships all around.

The automotive markets Holman serves include fleet management and leasing; vehicle fabrication and upfitting; component manufacturing and productivity solutions; powertrain distribution and logistics services; commercial and personal insurance and risk management; and retail automotive sales as one of the largest privately owned dealership groups in the United States.

Responsibilities:

• Create an environment which focuses on value, collaboration, and transparency.

• Provide front-line diagnosis and support for all Information Technology problems and/or requests for service.

• Provide excellent services through phone, email, and remote assistance to requestors for basic end user related system problems.

• Provides thorough documentation of all reported issues within the ITSM platform.

• Configuration and resetting the network access accounts whenever required.

• Installation and configuration of software when required.

• Provide training to end users.

• Ensures proper execution of the incident response and root cause analysis processes.

• Ensure service level agreements (SLA) and operational level agreements (OLA) are consistently achieved at a high rate.

• Continue training and education to master areas of responsibility and increase service desk functional efficiency.

• Perform all other duties and special projects as assigned.

Education and/or Training:

• Bachelor’s Degree and or technical school certification preferred.

• Additional education, certifications, or other distinctions are a plus.

• SQL Experience is preferred.

• Proficient in various desktop tools including MS Office Programs (i.e. Outlook, Excel, Word, PowerPoint, Project, Visio, SharePoint etc.)

Relevant Work Experience:

• Prior experience within a technical role on a service desk or other customer service role is strongly preferred.

• Breadth and depth of expertise in a technical or functional area; knowledge of work processes and tools is generally limited to own area of responsibility or department.

• Collecting and analyzing raw data to identify trends, patterns, anomalies, and other helpful information.

• Reviewing and improving analytics processes, methods, and tools to increase efficiency, accuracy, and security.

#LI-REMOTE

At Holman, we exist to provide rewarding careers and better lives for employees and their families. We hire, train, empower, and reward exceptional people. Our journey is guided by our desire to get it right every time and the acknowledgement that we have an opportunity to be better. To be better, we have to do better, and to do better we must know better. That’s why we are listening, open to learning new things – about ourselves and each other. We will never stop striving for improved diversity, equity, and inclusion because we are successful together when we feel trusted and supported. It’s The Holman Way.

At Holman, your total compensation goes beyond your paycheck. To position you for success and provide a rewarding career and better life for you and your family, Holman is proud to offer you the benefits you deserve; including protection against illness, disability, loss of work, or preparation for retirement. Below is a brief overview of the programs available to full-time employees (programs may vary by country or worker type):

• Health Insurance
• Vision Insurance
• Dental Insurance
• Life and Disability Insurance
• Flexible Spending and Health Savings Accounts
• Employee Assistance Program
• 401(k) plan with Company Match
• Paid Time Off (PTO)
• Paid Holidays, Bereavement, and Jury Duty
• Paid Pregnancy/Parental leave
• Paid Military Leave
• Tuition Reimbursement

Benefits:

Regular Full-Time

We offer excellent benefits including health, vision, dental, life and disability insurance, and 401(k) with company match. Our time off benefits include Paid Time Off (PTO), paid holidays, bereavement, and jury duty. In addition, we offer paid pregnancy and parental leave, and supplemental paid military leave to eligible employees.

Click here for Washington State benefit information.

Temporary or Part-Time

In geographic areas with statutory paid sick leave, part-time and temporary employees will receive a paid sick leave benefit that meets the mandated requirements.

Click here for Washington State benefit information.

Pay:

We offer competitive wages that are commensurate with job-related skills, experience, relevant education or training, and geographic location, starting in the range of $25.15 - $36.47 USD per hour.

Equal Opportunity Employment and Accommodations:

Holman provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

If you are a person with a disability needing assistance with the application process, please contact [email protected]

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.