Helpdesk Technician

Provide helpdesk support, both internal and external, to employees and dealers. The Helpdesk is the single point of contact to resolve issues. Helpdesk receives requests for support via telephone and e-mail.

Job Requirements:

Internal Users Support:

• The Helpdesk provides first-level contact and problem resolution for all internal users hardware, software, and telecommunications issues.  Helpdesk staff resolves as many user-reported problems as expertise permits using all available tools and following procedures and policies for the handling of support calls.
• Helpdesk provides first-level client hardware support for desktop pc’s, laptops/docking stations, printers
• Desktop software support includes Microsoft Office365, Office 2010, Windows 10
• The Helpdesk fields calls from internal users on the company’s intranet and extranet web sites.   Helpdesk staff needs to be familiar with the components of the two websites so we can direct users to the appropriate sections.
• Act as liaison between the internal customers and the 2nd level support teams.
• Provide basic support for network connectivity, including resetting network passwords.
• Helpdesk staff will log all calls in the Remedy problem management system.
• Internal users are located across North America, including the United States, Canada and Puerto Rico.

External Users Support:

• The Helpdesk provides first-level contact and problem resolution for all external users for the external web-site and the proprietary parts system software.
• Need to be able to obtain and convey concise information on dealer’s problem.  Helpdesk staff is responsible for escalation of more complex calls to the relevant IT team.
• Position requires excellent customer service communication skills, both verbal and written