IT Help Desk Technician

The Rallye Motor Company, Long Island's premier luxury automotive dealership, has an immediate career opportunity for a Help Desk Technician to provide fast and useful technical assistance on computer systems. You will answer queries on basic technical issues and offer advice to solve them. An excellent Help desk technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Range - $25 - $28 Hourly (Based on experience) Technical Support: Act as the first point of contact for users experiencing desktop, laptop, application, and password issuesProvide technical troubleshooting and resolution for computer hardware, software applications, mobile devices, and network hardwareRespond to and resolve technical issues via phone, email, remote access, and in-person supportEscalate complex or unresolved issues to Tier II/III support teams as necessaryHandle escalated customer support issues efficiently, maintaining high levels of customer satisfaction System Setup and Maintenance: Install, configure, and maintain desktops, laptops, tablets, printers, scanners, presentation equipment, and other peripheralsDeploy and maintain operating system and application security patches for workstations and thin clientsManage user accounts, permissions, and access in compliance with IT security policies and proceduresPrepare and image desktop and mobile hardware for daily operations and special projects Documentation and Process Improvement: Update and maintain standard operating procedures related to software and hardware deployments, account administration, and helpdesk tasksDraft knowledgebase articles, FAQs, and user guides to assist with common issues and improve user trainingCollaborate with cross-functional teams to identify and implement process improvements, ensuring timely resolution of complex issuesProvide continuous knowledge transfer to peers to optimize first-call resolution rates Monitoring and Reporting: Monitor open incidents and requests, ensuring timely follow-ups and resolutionEscalate Tier II and III issues to management as neededRaise potential outages to management and assist with root cause analysis and rapid response Requirements Minimum of 2 years of experience diagnosing, troubleshooting, and resolving technical issues in a high-call volume enviornment. Proficiency in supporting Google Enterprises, Active Directory, Windows and Apple environments. Networking background highly desirable, SD-WAN, VLANs, Switches, and Firewalls experience preferredStrong communication and interpersonal skills with a customer-focused attitudeRapid adaptability to gain expertise with complex technical solutionsGood understanding of computer systems, mobile devices and other tech productsAbility to diagnose and resolve basic technical issuesProficiency in EnglishExcellent communication skills a must Benefits Great benefits package including medical, dental and vision coverage for employee & family!Company paid life insurance and optional additional coverageVoluntary short term and long term disability availableAdditional voluntary benefits including Aflac and LegalShield!Paid time off!Paid holidays!401K plan!Employee Assistance Program & More!