IT Helpdesk Technician - Johnson Automotive in Raleigh, North Carolina at Hol-Dav Inc

IT Helpdesk Technician

Position Overview

We are seeking a customer-focused and motivated IT Helpdesk Technician to join our IT team. This is a full-time, onsite position that provides frontline technical support to end users by responding to helpdesk requests, troubleshooting hardware and software issues, and assisting with daily IT operations. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a passion for delivering outstanding customer service.

Work Schedule:

• Monday through Friday, 8:00 AM – 5:00 PM
• Occasional half-day Saturdays as business needs require
• This position is onsite and requires daily attendance at our office location

Key Responsibilities

End-User Support

• Respond to helpdesk tickets, phone calls, and emails in a timely and professional manner.
• Provide basic to intermediate troubleshooting for hardware, software, and network connectivity issues.
• Assist users with account access, password resets, and application support.
• Deliver excellent customer service while ensuring issues are resolved efficiently.

Ticket Management & Documentation

• Accurately log, update, and close support tickets within the IT ticketing system.
• Follow established escalation procedures for unresolved or complex issues.
• Document issue details, troubleshooting steps, and resolutions.
• Maintain accurate and up-to-date IT documentation, including procedures, troubleshooting guides, and user support materials.

Technical Support

• Support Windows, macOS, iOS, Android, and thin-client environments.
• Assist users with Microsoft Office, Adobe products, printers, manufacturer-specific applications, and other business software.
• Perform workstation setup, software installations, updates, and basic device maintenance.
• Prepare equipment, system access, and required software for new hires at least one business day prior to their start date.
• Assist with inventory tracking and basic asset management as needed.

Team Collaboration & Communication

• Communicate clearly and professionally with end users regarding issue status and resolution.
• Follow guidance and direction from the IT Helpdesk Team Lead.
• Collaborate effectively with other IT team members to resolve technical issues and improve support processes.

Required Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 1–3 years of experience in an IT Helpdesk, Service Desk, or Technical Support role.
• Basic understanding of Windows and macOS operating systems.
• Familiarity with Windows 11, macOS, iOS, Android, Microsoft Office, Adobe products, and common desktop applications.
• Experience using an IT ticketing system.

Required Skills

• Strong customer service and interpersonal skills.
• Basic troubleshooting and problem-solving abilities.
• Ability to follow documented procedures and established processes.
• Excellent verbal and written communication skills.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
• Willingness to learn new technologies and expand technical knowledge.

Preferred Qualifications

• Experience with Active Directory, Microsoft 365, or Azure environments.
• Familiarity with remote support tools.
• CompTIA A+, Network+, or similar certifications are a plus.

What We Offer

• Competitive hourly rate based on experience.
• Benefits package.
• Opportunities for professional development and career growth.
• Collaborative and supportive team environment.
• Exposure to a variety of technologies and business systems.

If you enjoy helping people, solving technical problems, and working in a team-oriented environment, we'd love to hear from you.

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