Help Desk Analyst

PPG Industries•Strongsville, OH

About The Position

As the Help Desk Analyst, you will assist PPG Refinish with support for PPG customers. We achieve support by ensuring the Help Desk analysts provide comprehensive customer support that far exceeds competitors. This support involves working with collision shops, paint distributors and PPG's sales team, Microsoft Windows software, computers, computer peripherals and basic computer networks. Support is provided primarily by staffing and answering phone calls combined with remote support tools facilitating connection into customer computers. We handle calls in a sensible fashion and escalate them, as needed, for a timely resolution. Here at PPG we make it happen, and we are looking for candidates of the highest integrity and professionalism who share our values, with the commitment and drive to strive today to do better than yesterday – everyday. PPG: WE PROTECT AND BEAUTIFY THE WORLD™ Through leadership in innovation, sustainability and color, PPG helps customers in industrial, transportation, consumer products, and construction markets and aftermarkets to enhance more surfaces in more ways than does any other company. To learn more, visit www.ppg.com and follow @ PPG on Twitter. At PPG we use AI in the hiring process to make the process more efficient. AI tools do not make hiring decisions. You can learn more by going to https://careers.ppg.com/us/en/candidate-resources. PPG provides equal opportunity to all candidates and employees. We offer an opportunity to develop your career in an environment that provides a fulfilling workplace for employees, creates an environment for continuous learning, and embraces the ideas and diversity of others. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, color, creed, religion, national origin, age, disability status, marital status, veteran status, sexual orientation, gender identity or expression. If you need an adjustment due to a disability, please email recruiting@ppg.com. PPG values your feedback on our recruiting process. We encourage you to visit Glassdoor.com and provide feedback on the process, so that we can do better today than yesterday. Medical, Dental, Vision and 401k Benefits will be discussed with you by your recruiter during the hiring process. PPG pay ranges and benefits can vary by location which allows us to compensate employees competitively in different geographic markets. PPG considers several factors in making compensation decisions including, but not limited to, skill sets, experience and training, qualifications and education, licensure and certifications, and other organizational needs. Other incentives may apply. Our employee benefits programs are designed to support the health and well-being of our employees. Any insurance coverages and benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents. PPG is the world’s leading coatings company, serving more industries than any of our competitors. From automobiles and jetliners to wind turbine blades, and from ocean-going vessels and water tanks to family homes, our coatings and specialty materials help our customers protect, enhance and beautify valued assets. As part of our team, you’ll have access to world-class customers, industry experts, the best and brightest colleagues, and leading-edge technology.

Requirements

Customer-focused and Team-oriented.
Prior experience working with computer hardware (setup of computers, printers, displays etc...) and associated connectors, cables, and wireless solutions.
Basic understanding of Networking.
Install and configure software products with instruction.
Desire to increase analytical skills and abilities.
Experience using Microsoft Office Suite of products, especially Excel and Word.

Nice To Haves

Microsoft certifications and, or, A+ or Network +

Responsibilities

Provide phone coverage for incoming customer calls.
Be proficient at handling calls quickly.
Require escalating when necessary to assure that we answer incoming calls promptly.
Master PPG Software – ex. Paint Manager Legacy, Pant Manger XI, Color Accurate and others as they are developed.
Master subscription management tasks.
Update records in Vantage point with ticket and subscription information.
Master hardware setup, connections, configuration, and troubleshooting.
Master the use of available troubleshooting tools including Color IT Wiki knowledge base.
Contribute to overall department knowledge by participating in team discussions regarding knowledge obtained during calls as well as new discoveries outside of PPG helpdesk experiences.