IT Helpdesk Analyst

At Suburban Automotive Services, we’re not just in the automotive industry – we’re driving its evolution. Starting as a single family-run dealership in 1948, we adapted our focus toward unique business verticals that deliver innovative solutions to advance our clients’ products and services: Suburban Accessories, GLS North America, The Paint Shop, and Competitive Vehicle Services.
From top-tier OEM accessories and sales support to fleet management, garage services, and custom vehicle solutions, we’re committed to excellence in every detail. Our decades of experience, combined with the capabilities of our four business verticals, keep our clients at the forefront of their markets.
Why Work for Us?
Our team members are one of our greatest assets. Join us and become part of a driven, dynamic, and future-focused company that’s paving the way for tomorrow’s industries.

• Stability & Success: 75 years of family-owned excellence.
• Work-Life Balance: Consistent scheduling so you’ll always know when you’re working.
• Weekly Pay & On-Demand Pay: Get paid every week, with access to same-day pay when you need it.
• Benefits For All Stages of Life: From medical, dental, and vision coverage, to disability and life insurance, we’ve got you covered.
• 401K with Company Match: Plan for your future while working with us.
• Paid Time Off: 2 weeks of PTO starting after just 30 days.
• Recognition Programs: We celebrate your hard work through multiple recognition programs based on service, values, and performance.
• Growth & Leadership Experience: We believe in developing our team and promoting from within.
• Inclusive Work Culture: Work alongside diverse talent with a range of skills and knowledge.
• Community Engagement: We’re proud to support our local communities through participation in various events.

As the IT Helpdesk Analyst, you will provide first-level contact and support for all IT-related issues experienced by Suburban Automotive Services team members. The IT Helpdesk Analyst will triage the incoming support requests and either resolve the issue or escalate the issue, as necessary, ensuring support requests are handled and resolved promptly as required by the department service level standards.

Salary Overview:
The pay rate for this role starts at $22 per hour based on experience.

Hours:
The hours for this role are Monday through Friday 8am - 5pm.

IT Helpdesk Analyst Responsibilities Include:

• Answer phones, review e-mails, respond to helpdesk tickets, and provide first-level contact.
• Troubleshoot and resolve reported IT issues. Ensure documentation is in the helpdesk ticketing system.
• Properly escalate unresolved issues to the next level of support.
• Track, route, and redirect problems to correct resources.
• Walk users through the problem-solving process when applicable.
• Follow up with users, provide feedback, and see problems through to resolution.
• Utilize excellent customer service skills and exceed users’ expectations.
• Ensure proper recording, documentation, and closure of tickets.
• Continue to grow your knowledge using all resources available.
• Install computer hardware and peripherals as required.
• Perform routine maintenance on equipment.
• Travel to local sites, as necessary.
• Stage and install computer hardware and software as needed.
• Assist with IT infrastructure projects as required by the department needed.
• Adhere to Suburban Automotive Service’s DRIVEN values and align business practices to support the SAS mission and vision.

IT Helpdesk Analyst Qualifications and Skills:

• 2 years of experience.
• Advanced multi-tasking, time-management, critical thinking, analytical and problem-solving skills.
• Must be able to work independently and in a team setting.
• Must be able to work in a fast-paced environment with the ability to meet accelerated timelines.
• Must be attentive to details.
• Proven working experience in providing IT help desk support.
• Working knowledge of help desk software, basic database use, and remote control.
• Proficient understanding of computer hardware, and the ability to provide tactical support for hardware and software issues.
• Ability to support Microsoft Windows operating systems.
• Basic knowledge of computer network concepts and infrastructure.
• Strong client-facing and communication skills.
• Excellent customer service skills.
• Ability to provide basic training to users.
• Strong verbal and written communication skills.
• Highly motivated and passionate about technology.
• High School Diploma or GED required.

Preferred Qualifications:

• Degree in IT or related field.
• IT Certification.

IT Helpdesk Analyst Working Conditions and Physical Demands Include:

• This position will require travel to local sites when needed.
• Must be able to lift 20 pounds.
• This is an office position that requires minimal walking, standing, and lifting. Applicants must be okay with sitting for extended periods of time.

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.

Salary : $22