What are the responsibilities and job description for the IT Service Desk Support position at Southern Tire Mart, LLC?
Responsibilities
- This is a 100% onsite role
- Serve as the primary point of contact for end-user support requests via phone, email, and ticketing system
- Diagnose and resolve hardware, software, and connectivity issues in a timely manner
- Manage and maintain user accounts, permissions, and group policies within Active Directory
- Document all support activity accurately in the ticketing system, maintaining clear records for escalation and reporting
- Support basic network troubleshooting
- Escalate complex issues to senior IT staff or network engineers when appropriate
- Support onboarding and offboarding of employees including workstation setup and account provisioning
- Contribute to an internal knowledge base to improve team efficiency and reduce repeat ticket volume
- Collaborate across IT Teams
- Demonstrate ownership, follow-through, and accountability for assigned tickets and tasks
- Deliver consistent, professional service with a strong emphasis on user experience
- Participate in a rotating on-call schedule to provide after-hours support coverage
Qualifications
- 2–5 years of helpdesk or desktop support experience preferred; candidates with demonstrated hands-on ability and a strong work ethic are encouraged to apply regardless of experience level
- Working knowledge of Windows OS and Active Directory (user management, group policy, OU structure)
- Strong written and verbal communication skills with a customer-first mindset
- Ability to manage multiple open tickets and prioritize effectively in a fast-paced environment
- Associate's or Bachelor's degree in Information Technology or a related field preferred, but not required
- Retail or multi-site support experience is a plus
- Travel to store locations as needed for onsite support, troubleshooting, and deployment activities (occasional travel required)
Preferred but Not Required
- IT certifications such as CompTIA A or equivalent
- Experience supporting users across distributed or remote locations
- Experience in call-center or customer service phone system
- Experience in using ticketing systems (ie ServiceNow, Zendesk, FreshService)
- Familiarity with Microsoft 365 administration