{"schemaVersion":"jobsearcher.job.v1","id":"19c5d73d8a1d6fbc2c3ede5a","url":"https://jobsearcher.com/jobs/19c5d73d8a1d6fbc2c3ede5a","canonicalUrl":"https://jobsearcher.com/jobs/19c5d73d8a1d6fbc2c3ede5a","title":"Technical Support Analyst","description":"Job Description Summary:\nThe Technical Support Analyst provides primary support to customers encountering problems using CDK’s IP Telephony products and service. Assisting customers with product “how to” and technical break/fix inquiries via telephone or in written internet-based email or chat sessions. Takes ownership for each customer inquiry and works with the team to find resolutions to the extent of their knowledge. Participates in group chat rooms and openly shares knowledge within the team.\nPosition Responsibilities and Essential Functions:\nReceives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket\nDocuments all work via a ticketing system, sets resolution time lines with customers, and keeps customers updated on the status of their requests\nAssesses issues and troubleshoots using technical knowledge and problem solving skills to establish a course of action assuring a timely resolution to customer inquiries\nMust be able to direct and guide customers through resolution of complex technical issues\nEscalates issues beyond scope of current knowledge and then works to fill in those knowledge gaps\nApplies knowledge of CDK case resolution process, policies, and escalation methodology\nAttends training courses as required and stay abreast of evolving technical, internal processes, and industry developments\nWork within a tight team environment and willingly assists team members as needed\nProvides other ad hoc support and duties as assigned\nWorks in a fast paced environment with competing priorities\nQualifications and Requirements:\n3-4 years of user support or implementation experience within a technical support organization or field service organization\nExperience in a call or technical assistance center supporting networks, IP Telephony, or PBX systems is preferred\nExcellent customer service skills via phone and in person\nProven ability to lead by example and affect a positive change among peers\nAn entry level of understanding in at least one of the following key product disciplines is Preferred:\nExperience with Voice/IP, PBX, or other telephony system\nUnderstanding of WAN connectivity concepts (analog, DDS, T1, ISDN, Frame Relay, MPLS etc...).\nUnderstanding of LAN connectivity hardware and concepts to include router and switching technologies OSPF, EIGRP, BGP.\n\nPreferred Attributes and Qualifications:\nAssociate Degree or commensurate experience\n3-4 year of technical support experience with client contact\nKnowledge of PC hardware and software and mobile devices (Smartphones/iPads)\nExperience using a ticketing System such as Clarify, Remedy, or Footprints\nKnowledge of Unix / Linux / SQL\nCisco certifications (CCENT, CCNA, etc) a plus but not mandatory\nHourly Compensation Range: $33.00/Hour to $36.00/Hour\nCDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:\nPaid Time Off (PTO)\n401K Matching Program\nTuition Reimbursement\nAt CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.\nCDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.\nApplicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.","company":"Cdk Global","rawCompany":"cdk global","city":"Hoffman Estates","state":"IL","isRemote":false,"isActive":false,"createdAt":"2026-04-12T21:09:24.551Z","occupations":[{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"15-1231.00","title":"Computer Network Support Specialists","slug":"computer-network-support-specialists"},{"code":"15-1211.00","title":"Computer Systems Analysts","slug":"computer-systems-analysts"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541519","title":"Other Computer Related Services","slug":"other-computer-related-services"},{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Technical Support Analyst","description":"Job Description Summary:\nThe Technical Support Analyst provides primary support to customers encountering problems using CDK’s IP Telephony products and service. Assisting customers with product “how to” and technical break/fix inquiries via telephone or in written internet-based email or chat sessions. Takes ownership for each customer inquiry and works with the team to find resolutions to the extent of their knowledge. Participates in group chat rooms and openly shares knowledge within the team.\nPosition Responsibilities and Essential Functions:\nReceives inbound client/associate inquiries via phone, web chat, e-mail, and online ticket\nDocuments all work via a ticketing system, sets resolution time lines with customers, and keeps customers updated on the status of their requests\nAssesses issues and troubleshoots using technical knowledge and problem solving skills to establish a course of action assuring a timely resolution to customer inquiries\nMust be able to direct and guide customers through resolution of complex technical issues\nEscalates issues beyond scope of current knowledge and then works to fill in those knowledge gaps\nApplies knowledge of CDK case resolution process, policies, and escalation methodology\nAttends training courses as required and stay abreast of evolving technical, internal processes, and industry developments\nWork within a tight team environment and willingly assists team members as needed\nProvides other ad hoc support and duties as assigned\nWorks in a fast paced environment with competing priorities\nQualifications and Requirements:\n3-4 years of user support or implementation experience within a technical support organization or field service organization\nExperience in a call or technical assistance center supporting networks, IP Telephony, or PBX systems is preferred\nExcellent customer service skills via phone and in person\nProven ability to lead by example and affect a positive change among peers\nAn entry level of understanding in at least one of the following key product disciplines is Preferred:\nExperience with Voice/IP, PBX, or other telephony system\nUnderstanding of WAN connectivity concepts (analog, DDS, T1, ISDN, Frame Relay, MPLS etc...).\nUnderstanding of LAN connectivity hardware and concepts to include router and switching technologies OSPF, EIGRP, BGP.\n\nPreferred Attributes and Qualifications:\nAssociate Degree or commensurate experience\n3-4 year of technical support experience with client contact\nKnowledge of PC hardware and software and mobile devices (Smartphones/iPads)\nExperience using a ticketing System such as Clarify, Remedy, or Footprints\nKnowledge of Unix / Linux / SQL\nCisco certifications (CCENT, CCNA, etc) a plus but not mandatory\nHourly Compensation Range: $33.00/Hour to $36.00/Hour\nCDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:\nPaid Time Off (PTO)\n401K Matching Program\nTuition Reimbursement\nAt CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.\nCDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.\nApplicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.","datePosted":"2026-04-12T21:09:24.551Z","dateModified":"2026-04-12T21:09:24.551Z","hiringOrganization":{"@type":"Organization","name":"Cdk Global","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Hoffman Estates","addressRegion":"IL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"19c5d73d8a1d6fbc2c3ede5a"},"url":"https://jobsearcher.com/jobs/19c5d73d8a1d6fbc2c3ede5a"}}