IT Help Desk Technician

The Rallye Motor Company, Long Island's premier luxury automotive dealership, has an immediate career opportunity for a Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution.

Range - $25 - $28 Hourly (Based on experience)

Technical Support:

• Act as the first point of contact for users experiencing desktop, laptop, application, and password issues.
• Provide technical troubleshooting and resolution for computer hardware, software applications, mobile devices, and network hardware.
• Respond to and resolve technical issues via phone, email, remote access, and in-person support.
• Escalate complex or unresolved issues to Tier II/III support teams as necessary.
• Handle escalated customer support issues efficiently, maintaining high levels of customer satisfaction.

System Setup and Maintenance:

• Install, configure, and maintain desktops, laptops, tablets, printers, scanners, presentation equipment, and other peripherals.
• Deploy and maintain operating system and application security patches for workstations and thin clients.
• Manage user accounts, permissions, and access in compliance with IT security policies and procedures.
• Prepare and image desktop and mobile hardware for daily operations and special projects.

Documentation and Process Improvement:

• Update and maintain standard operating procedures related to software and hardware deployments, account administration, and helpdesk tasks.
• Draft knowledgebase articles, FAQs, and user guides to assist with common issues and improve user training.
• Collaborate with cross-functional teams to identify and implement process improvements, ensuring timely resolution of complex issues.
• Provide continuous knowledge transfer to peers to optimize first-call resolution rates.

Monitoring and Reporting:

• Monitor open incidents and requests, ensuring timely follow-ups and resolution.
• Escalate Tier II and III issues to management as needed.
• Raise potential outages to management and assist with root cause analysis and rapid response.

Requirements

• Minimum of 2 years of experience diagnosing, troubleshooting, and resolving technical issues in a high-call volume enviornment.
• Proficiency in supporting Google Enterprises, Active Directory, Windows and Apple environments.
• Networking background highly desirable, SD-WAN, VLANs, Switches, and Firewalls experience preferred.
• Strong communication and interpersonal skills with a customer-focused attitude.
• Rapid adaptability to gain expertise with complex technical solutions.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English.
• Excellent communication skills a must.

Benefits

• Great benefits package including medical, dental and vision coverage for employee & family!
• Company paid life insurance and optional additional coverage.
• Voluntary short term and long term disability available.
• Additional voluntary benefits including Aflac and LegalShield!
• Paid time off!
• Paid holidays!
• 401K plan!
• Employee Assistance Program & More!