What are the responsibilities and job description for the I.T. HELP DESK SUPPORT position at Jim Ellis Maserati?
About Us
Jim Ellis Automotive Group is a family-owned and operated company with more than 50 years of experience in the automotive industry. Our guiding principle is to be the best automobile retail organization for the franchises we represent in the communities we serve. With the help of our team members, we strive to provide the best quality in the areas of vehicle sales and service for all clients and prospects.
Overview
We are seeking a Helpdesk Support Analyst to join our dynamic team. The successful candidate will provide the first point of contact for Jim Ellis team-members for technical assistance and issue resolution. The analyst will document, track and monitor issues to ensure timely resolution and high team-member satisfaction.
Essential Duties And Responsibilities
Required:
Preferred, but not required:
Jim Ellis Automotive Group is a family-owned and operated company with more than 50 years of experience in the automotive industry. Our guiding principle is to be the best automobile retail organization for the franchises we represent in the communities we serve. With the help of our team members, we strive to provide the best quality in the areas of vehicle sales and service for all clients and prospects.
Overview
We are seeking a Helpdesk Support Analyst to join our dynamic team. The successful candidate will provide the first point of contact for Jim Ellis team-members for technical assistance and issue resolution. The analyst will document, track and monitor issues to ensure timely resolution and high team-member satisfaction.
Essential Duties And Responsibilities
- Respond to support inquiries received by email, phone, or the ticketing system in a friendly, helpful, and professional manner
- Utilize effective questioning techniques to better understand user issues and provide appropriate support
- Open support tickets and provide technical assistance
- Work on tickets assigned in the queue and assist with ticket assignment within the team
- Document and escalate complex issues to appropriate team members
- Create and disable user accounts for dealership systems such as Active Directory, Microsoft Exchange and CDK using established procedures
- Troubleshoot hardware, software, and network issues for end-users
- Install, configure, and update software applications and operating systems
- Consult with users, and apply systems analysis techniques and procedures to determine hardware, software, or system functional specifications
- Collaborate as a team player to ensure efficient resolution of technical problems
- Assist with IT projects and initiatives as assigned by the supervisor
Required:
- Candidates must have a strong customer service focus
- Proficiency in communication skills, both verbal and written
- Good organizational skills
- Strong learning ability and willingness to adapt to new technologies and procedures
- Excellent teamwork skills, with the ability to collaborate effectively with colleagues
- Basic understanding of TCP/IP networking
- Familiarity with Windows operating systems
- Associate’s degree in a related area
- Previous IT helpdesk experience
- IT certifications such as CompTIA A , Microsoft Certified Professional (MCP), or equivalent
- Experience with:
- Service Desk Ticket Systems
- Microsoft Active Directory
- Microsoft Office applications
- Windows Group-Policy Objects
- Support via remote desktop connections
- Mobile-device operating systems such as iOS and Android
Preferred, but not required:
- Competitive salary commensurate with experience
- Comprehensive benefits package including health, dental, and vision insurance
- 401(k) retirement plan with company matching
- Paid time off and holidays
- Opportunities for professional development and career advancement