Help Desk Support Technician

Company: Apple Autos (Top Minnesota Workplace)

Compensation: To be discussed based on experience

Are you looking for a company that Supports You and Your Family, Encourages You to Make a Difference, and helps you Champion Your Lifelong Journey? Then you need to look at Apple Autos.

Apple Autos is a 7-brand, 6 location automotive company founded on the belief that people come before profit. Our Vision is to be Famous for Extraordinary Customer Experiences with People who are Empowered to Create Growth and Loyalty for a Lifetime.

Position Overview: (Primary function)

The Help desk support technician is directly responsible for the support of technology and infrastructure for employees of Apple Autos. Additional responsibilities include resolving various issues within the technology and infrastructure teams, dispatching and managing tickets and communicating with various team members and vendors to complete resolution of issues. The Help Desk Support Technician is required to collaborate with all stores and departments including key upper-level management and may require travel to each location to complete tasks and projects.

Essential Functions:

An individual must be able to perform each essential function in a satisfactory manner. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

• Remediate, Manage and/or coordinate the resolution of helpdesk tickets.
  1. Delegation of work orders, projects and time management techniques
  2. Communicate with team members and employees on status of tickets/projects.
  3. Inspection and oversight of existing and completed work orders.
  4. Liaison to outside vendors and adhere to vendor process.
  5. Maintain service level agreements set forth in help desk ticketing strategy for Apple Autos
  6. Clear and concise documentation and descriptive information when communicating and managing tickets with the technology and infrastructure teams.
• Assist in managing Connectwise Helpdesk and Workflow Management (Training can be provided)
• Provide on-site or remote access helpdesk services to employees as needed.
• Troubleshoot hardware and software issues, including desk phone systems, mobile phones and tablets, printers, scanners, and other peripherals.
• Support local and cloud-based applications (Office 365, various Dealer Management Applications, and web-based software)
• Handles confidential matters in accordance with management policy.

Required Knowledge, Skills and Abilities:

• One year of supervisory experience
• Understanding of Operating Systems and Desktop applications
• Wireless, LAN and WAN technologies (switching, Access points, etc)
• Excellent writing and communication skills
• Advanced understanding of operating systems, business applications, printing systems, and network systems.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and customer-care.
• Diagnosis skills of technical issues.
• Ability to multi-task and adapt to changes quickly.
• Technical awareness: ability to match resources to technical issues appropriately.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Self-motivated with the ability to work in a fast moving environment.

Education/Experience:

• Associate degree or equivalent experience in Technology Help Desk Support and applications.
• Minimum of Five years related experience and/or training; or equivalent combination of education and experience.
• Relevant industry experience a plus.
• Utilization of project management or helpdesk software such as Connectwise or other equivalent a plus.

Machines/Equipment/Software Utilized:

Office 365 Web and Suite, Manufacturer websites, Phones, LAN/WAN and firewall equipment, printers, tablets, mobile phones, client/server-based applications; Helpdesk software and project management

Work Environment:

While performing the duties of this job, the employee will work primarily in a service environment. The noise level in the work environment is usually moderate. Some driving between various Apple Autos campuses may be required.

Physical Demands:

While performing the duties of this job, the employee may be prone to sitting for periods of time and to frequently stand, walk, talk or hear. The employee may occasionally bend, twist, stoop, reach, and lift and/or move up to 50 pounds.

Specific vision abilities required by this job include vision, color vision, and ability to adjust focus. Most tasks require oral communications ability.

Benefits

• Competitive salary and commission structure.
• Flexible Working Hours
• Advancement Opportunities
• Professional and Respectful Work Environment
• Medical, Vision, Dental, Health Savings Account, Flexible Spending Account
• Company Paid Life Insurance along with Voluntary Life and Disability
• Health Club Reimbursement
• Paid Paternity/Maternity Leave

Why Work for Apple Autos

• We strive to make a positive impact in our world, you will get the opportunity to give back.
• Internal promotions, we offer our employees the opportunity to advance internally. 
• We encourage teamwork, positivity, and kindness.
• Learning and development programs are available.
• We empower our employees to do what is best for our customers, and other employees.
• Continually giving back to our employees for all their hard work that does not go unnoticed. We offer a variety of fun events to say thank you to our most important assets, our amazing employees.
• Ranked Top workplaces in MN (2020,2021,2022)

EEO Statement

We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin,

disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.