IT Helpdesk Technician

Overview:

The IT Helpdesk Technician will be the first point of contact for all IT-related issues within the auto group. This role is responsible for providing technical support, managing helpdesk tickets, and handling user account creations and deactivations. The technician will ensure efficient IT operations by resolving issues promptly and escalating more complex problems to the appropriate support personnel.

Key Responsibilities:

1. Helpdesk Support:

   - Respond to IT support requests from employees via phone, email, or helpdesk system.

   - Diagnose and troubleshoot hardware, software, and network issues.

   - Provide timely and effective solutions to end-user problems, ensuring minimal downtime.

2. Ticket Management:

   - Create, update, and manage helpdesk tickets in the tracking system.

   - Prioritize and escalate tickets to the appropriate support personnel when necessary.

   - Monitor ticket resolution progress and ensure timely closure.

3. User Account Management:

   - Handle onboarding processes, including creating and configuring user accounts for email, phone systems, and Dealer Management System (DMS).

   - Manage offboarding processes by deactivating user accounts and ensuring secure data handling.

   - Maintain accurate records of user accounts and access permissions.

4. Hardware and Software Setup:

   - Install, configure, and maintain desktop computers, laptops, printers, and other peripherals.

   - Install and update software applications as required.

   - Perform routine maintenance and updates to ensure systems are running efficiently.

5. Network Support:

   - Assist in maintaining network infrastructure, including routers, switches, and wireless access points.

   - Troubleshoot basic network connectivity issues and coordinate with network administrators for complex problems.

6. Documentation and Reporting:

   - Document troubleshooting steps, solutions, and best practices in the knowledge base.

   - Generate reports on helpdesk activities, including ticket status, common issues, and resolution times.

   - Keep detailed records of hardware and software inventory.

7. Training and Guidance:

   - Provide basic training and support to end-users on IT systems and software applications.

   - Create user guides and documentation to help employees understand and use IT resources effectively.

8. Collaboration and Communication:

   - Work closely with other IT team members to ensure cohesive support and knowledge sharing.

   - Communicate effectively with users to understand their needs and provide clear instructions.

   - Liaise with third-party vendors for hardware and software support when necessary.

9. Security and Compliance:

   - Assist in implementing and enforcing IT security policies and procedures.

   - Ensure compliance with company IT policies, including data privacy and security protocols.

   - Conduct routine checks and audits to maintain security standards.

Qualifications:

- Associate’s degree in Information Technology, Computer Science, or a related field.

- Proven experience in a helpdesk or technical support role.

- Strong understanding of computer hardware, software, and network systems.

- Proficiency with operating systems such as Windows and macOS.

- Familiarity with helpdesk ticketing systems and remote support tools.

- Excellent problem-solving skills and ability to prioritize tasks.

- Strong communication and interpersonal skills.

- Ability to work independently and as part of a team.

- Relevant certifications (e.g., CompTIA A+, HDI Support Center Analyst) are a plus.

Working Conditions:

- Full-time position with occasional on-call duties for emergency support.

- Ability to lift and move IT equipment as needed.

This job description is intended to provide an overview of the role and its responsibilities. It is not exhaustive and may be subject to change as the needs of the auto group evolve.