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Desktop Support Analyst in Huntersville, NC at American Tire Distributors

Date Posted: 6/3/2019

Job Snapshot

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Job Description

We look forward to your application! When applying, please be sure to put your Full Legal First Name and Last Name for legal and processing purposes.

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. 

Position Description: 

The Desktop Support Analyst is directly involved with the operational delivery of technical services within IT. Desktop Support Analysts have primary responsibility for delivery of services required to install, configure, monitor, support and manage the ATD systems. The Desktop Support Analyst possesses an understanding of the systems and technologies in place at ATD, along with knowledge of PC level products deployed throughout. While primarily responsible for hardware and operating system components, this person possesses an understanding of the business environment and the business applications running on the systems being managed, and leverages that knowledge to achieve operational efficiencies, including recommending improvement opportunities.

Primary Responsibilities:

  • Performs installation, configuration, maintenance, and upgrade activities for PC systems
  • Troubleshoots and repairs PC system failures or problems
  • Provides leadership to the team in cross-team troubleshooting efforts
  • Leads the evaluation and recommendation efforts for new hardware products and operating system versions
  • Creates and maintains supportable documents pertaining to system builds and configuration
  • Ensures that documentation is kept up to date and reflects all changes
  • Participates with disaster recovery planning where it pertains to end user computing, and assists with recovery testing as part of an overall disaster recovery planning process
  • Manages system activities in order to optimize hardware/software availability and use
  • Interacts with Leadership to ensure that computing platforms are not interfering with customer service performance metrics
  • Responsible for ensuring the efficient operation and management of PC systems deployed throughout ATD
  • Ensures tools which support system/file backup and recovery are performing optimally
  • Creates, maintains, tracks and reports various established metrics and data
  • Participates with audit requests as needed
  • Perform on-call duties when required

Key Partners (Positions):

  • With any customer whom he/she comes in contact with                                           

Experience(s) that Best Prepares You:          

  • Education:      A formal training program after high school from an accredited computer technology institution
  • Experience  1-7 years in information technology
    • Experience with computer support on laptop, desktop, mobile devices in a corporate environment
    • Knowledge of PC hardware
    • Knowledge of PC imaging and deployment methodologies
    • Understand the concept of business process optimization (process improvement)
    • Experience with Microsoft Operating Systems and Office suite
    • A+ Certification required
    • Microsoft certification(s) a plus
    • Dell warranty repair or related depot repair certifications a plus

Key Competencies:

Drive for Results

  • Internally motivated; takes ownership and accountability for own work; willing to see issues through to resolution
  • Pushes self for results on commitments/deadlines
  • Demonstrates appropriate planning and prioritization
  • Assures everything we do is focused on member/customer service by delivering on expectations and providing exemplary service
  • Focus on service and operational excellence

Business Acumen

  • Understands enterprise mission, vision and values and how his/her day-to-day work contributes to goal achievement for the unit and the enterprise
  • Demonstrates knowledge and understanding of his/her unit, including appropriate level of operational and financial acumen
  • Seeks knowledge and understanding of all ATD units and services, as well as the industry
  • Knowledge of ATD and unit policies and processes


  • Effectively copes with change; looks for ways to make change work rather than only identifying why change will not work
  • Shows willingness to learn new methods, procedures, or techniques resulting from change
  • Can decide and act without having the whole picture
  • Shifts strategy or approach in response to the demands of a situation

Communicate with Excellence

  • Maintains open, transparent, two-way dialogue on work and results
  • Provides individuals with accurate and timely information that they need to know to do their jobs and make decisions
  • Keeps confidences
  • Clearly communicates, both verbally and in writing
  • Practices active listening

Team Player

  • Cooperative, seen as a team player; finds common ground for the good of all; collaborates and encourages collaboration
  • Steps up to and manages conflicts; is candid with others in a constructive way
  • Can be counted on to meet obligations/deadlines; participates in team/staff meetings’ shares ownership and visibility; balances individual responsibilities with team initiatives
  • Coaches, mentors and shares knowledge; is supportive and encouraging of others growth/development

Problem Solver

  • Seeks to incorporate innovation in his/her work; looks for new and creative ways to solve problems, improve processes and services and reduce costs
  • Analyzes both successes and failures for clues to improvement; seeks out best practices to find solutions
  • Presents problem analysis and recommended solutions rather than just identifying or describing problems
  • Acknowledges when he/she doesn’t know something and takes steps to find out


  • Knows personal strengths, weaknesses and limits; is receptive to other perspectives and seeks feedback to gain insight
  • Relates to others with self-awareness, empathy and social skills; effectively controls emotions and impulses
  • Works at developing new skills and abilities; takes responsibility for personal learning and development
  • Behaves ethically and avoids the appearance of impropriety; demonstrates understanding of and adherence to the ATD Code of Conduct


  •  Strong interpersonal and communication skills; capable of writing proposals or papers, acting as a vendor or project liaison, making presentations to customer or client audiences or professional peers, and working closely with management
  • Ability to identify tasks which require automation and automate them, identify opportunities for improvement and recommend these opportunities which include overall recommendations and timelines
  • A solid understanding of the target operating system (i.e. Windows, Mac); understands system resource management (i.e. paging and swapping), inter-process communications, device management and the hardware / OS interface, file system concepts; can use performance analysis to tune systems
  • An understanding of networking/distributed computing environment concepts; understands principles of routing, client/server programming, the design of consistent network-wide file system layouts
  • Identify and recommend process improvement activities for the team and successfully implement them
  • Ability to solve problems quickly and completely
  • Ability to identify and implement standardized processes across the team
  • Be able to collaborate well with cross functional teams in order to ensure timely delivery of solutions which drive successful business outcomes
  • Knowledgeable about all aspects of Engineering; for example, configuration of systems, system installation and configuration, printing systems, fundamentals of security, installing third-party software and the effective troubleshooting of the same
  • Ability to solve tough and complex problems, and deliver quality decisions under conditions of ambiguity and stress
  • Capable of self-learning and taking directions from IT leadership
  • Familiarity with fundamental networking/ distributed computing environment concepts
  • Collaborate well with cross functional teams in order to ensure timely delivery of solutions which drive successful business outcomes
  • Remain focused to drive consistent results and value to the team and ATD

Physical Demands/Work Environment/Travel Requirements:

  • Frequent sitting, standing, walking
  • Work well in an unstructured environment with frequently changing priorities
  • Attention to detail
  • Operate computer programs and software
  • Ability to communicate effectively with audiences in person and in electronic formats
  • Day-to-day contact with others (co-workers and/or the public)
  • Making independent decisions
  • Ability to work in a collaborative business environment in close quarters with peers and varying interruptions
  • Solve tough and complex problems, and deliver quality decisions under conditions of ambiguity and stress
  • Create inventive strategies, come up with unique solutions and produce creative ideas for customers and the team

This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor, subject to reasonable accommodations.  Nothing in this job description creates a contract of employment in any way for any person.   All employees hired by American Tire Distributors, Inc. are employees at will and the Company reserves the right to terminate employees at any time for any reason or no reason at all.

Build a challenging and rewarding career with us!

American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace

Shift Type: 1st Shift (United States of America)
Job ID: R09039