What are the responsibilities and job description for the IT Tech - Tier 1 Help Desk position at Team Automotive Group?
Job Overview
As a Tier 1 Help Desk Technician, you will be the primary voice and face of the IT support team for Team Automotive. You will diagnose and resolve common hardware, software, and network issues, log all requests into an IT Service Management (ITSM) ticketing system, and escalate complex or high-privilege problems.
Key Responsibilities
First-Line Support: Answer incoming phone calls, emails, and chat messages from end-users seeking technical assistance.
Issue Resolution: Troubleshoot and resolve common problems such as password resets, account lockouts, printer configurations, basic email setup, and standard software/hardware installation.
Ticket Management: Create, track, update, and close support tickets accurately in ticketing platforms (such as ServiceNow, Jira, or ConnectWise).
Remote Assistance: Use remote-support software (such as TeamViewer or AnyDesk) to diagnose and fix user workstation issues.
Escalation: Identify issues that exceed Tier 1 permissions or scope, and route them with detailed documentation to Tier 2/3 support teams.
Documentation: Contribute to the internal knowledge base by writing or updating step-by-step troubleshooting articles.
Qualifications & Requirements
Education: High school diploma or equivalent is typically required; an Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is often preferred but not strictly mandatory for entry-level roles.
Technical Fundamentals:
- Basic familiarity with Windows and macOS operating systems.
- Understanding of Active Directory (user account creation, password resets, group memberships).
- Familiarity with Microsoft 365.
- Basic understanding of networking concepts (IP addressing, DNS, DHCP, and Wi-Fi troubleshooting).
Soft Skills:
- Strong verbal and written communication skills.
- High level of patience, empathy, and active listening when dealing with frustrated users.
- Time management and multi-tasking abilities in a fast-paced environment.
Experience: 0–2 years of customer service, internship, or general technical support experience.
Working for Team Automotive Group means being part of a dynamic and supportive environment where teamwork and innovation are highly valued. Our culture fosters growth, encourages collaboration, and promotes a positive work-life balance, making it a great place to develop your IT career while contributing to the success of a leading automotive organization.
All candidates must successfully complete a background check and drug screening prior to hiring.