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Desktop Support Analyst

Cox Automotive

Burlington, VT
Job Code:
Cox Automotive
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Job Details

Company Cox Automotive
Title: Desktop Support Analyst
JobID: 1717325
Category: Information Technology
Industry: Cox Automotive
Job Type: Full-time


Cox Automotive, is seeking a Desktop Support Analyst to join our team in Burlington, VT.
Job Summary:
The Desktop Support Analyst provisions and maintains team member and contractor computing devices (e.g. desktops, laptops, tablets, mobile phones and peripheral devices such as printers, scanners, fax and copy equipment). The Desktop Support Analyst installs and troubleshoots hardware, software, network and audio-visual technologies, escalating to the responsible area with accurate information, and providing technical guidance and oversight. The Desktop Support Analyst exhibits excellent customer service and communication skills in all interactions.
Your Role:
Hardware/Software Installation:
  • Responds to service requests regarding the installation of hardware and software for team member and contractor computing devices
  • Carries out the hardware procurement process
  • Delivers, installs, relocates and disposes of hardware
  • Provides basic user training on equipment
  • Maintains documentation of assets in configuration and asset management records
Incident Management:
  • Performs 2nd level support; troubleshooting and resolving hardware and software issues for desktops, laptops, tablets, mobility, audio-visual equipment and peripheral devices
  • Performs research and develops solutions for hardware and software issues
  • Updates incident records and knowledge base with appropriate and timely information
  • Resolves incidents within the 3 day SLA
Problem Management:
  • Recommends solutions, resolve problems associated with incidents, and update problem records
  • Conducts root cause analysis
  • Coordinates support activities within TMSS during major incidents
  • Follows prescribed processes and uses initiative in absence of other guidance
Customer Service:
  • Updates customer with progress
  • Provides services per SLAs
  • Exhibits excellent verbal and written communication skills
  • Serves as an escalation point for customer service issues
Other duties:
  • Performs preventative maintenance on all electronic devices and peripheral equipment as assigned
  • Recognizes and proposes solutions for foreseeable failures and proactively reports to leadership
  • Any other duties as assigned


  • Windows 7 – 10 or Mac OSX
  • Mobile OS (iOS or Android)
  • Basic networking (TCP/IP)
  • VOIP telephony
  • Inventory management
  • ITIL ticketing
  • Active Directory
  • Office365
  • A+ or equivalent
What We Look For:
  • Audio visual
  • Scripting (DOS, Powershell, BASH)
  • SCCM or Casper
  • MDM (Airwatch or Mobile Iron)
  • Project Management
  • MCP
  • N+
  • ACMT

About Cox Automotive


Cox Automotive is transforming the way the world buys, sells and owns cars with industry-leading digital marketing, retail, financial and wholesale solutions for consumers, dealers, manufacturers and the overall automotive ecosystem worldwide. The Cox Automotive family includes Autotrader®,®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, vAuto®, VinSolutions®, Xtime®, incadea® and a host of other brands. With a complete and connected view of the automotive ecosystem, Cox Automotive is a global company connecting people, cars and capabilities with services that link the automotive value chain. Cox Automotive is a subsidiary of Cox Enterprises. For more information about Cox Automotive, visit

Organization: Cox Automotive

Primary Location: US-VT-Burlington-1 Howard Street

Employee Status: Regular

Job Level: Individual Contributor

Shift: Day Job

Travel: Yes, 5 % of the Time

Schedule: Full-time

Unposting Date: Ongoing
Apply on the Company Site
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