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IT Helpdesk Specialist

About Us:

We are a young and fast-growing online marketing company, which provides website services to automotive dealerships across North America and Canada. We help our customers sell more cars and provide them with an amazingly remarkable experience. We have been recognized on the Inc. 5000 list of fastest growing companies six years in a row and counting. Technology is front and center in our company, but it's the people here who are the core of our business. We pride ourselves on making coming to work not only challenging, but also enjoyable.

Job Description:

As DealerOn's Helpdesk Support Specialist you will be important part of an IT team that provides internal end-user support and basic account administration. The successful Helpdesk Support Specialist will be creative and a strong problem-solver, joining a team of highly-skilled and motivated people dedicated to supporting the current and future IT infrastructure as well as internal and external clients. This is an entry-level position, located in the DealerOn Office (Grand Rapids, MD).

Essential Functions:

  • Intake, document, assess, classify, assign, follow up on and close all IT Department Service Tickets
  • Respond and resolve Help Desk Level 1 support cases in a timely manner to meet IT Service Level agreements with an emphasis on strong customer service and communications with the awesome people we serve
  • Respond to and escalate Help Desk Level 2 & 3 support cases in a timely manner to meet IT Service Level agreements with an emphasis on strong customer service and communications with the awesome people we serve
  • Assist users in conforming to established systems security practices
  • Assist in the documentation, periodic review, and maintenance of departmental Standard Operating Procedures
  • Assist with Disaster Recovery simulation testing
  • Assist with the IT procurement/logistics process
  • Provide user training and supporting training materials as required
  • Work closely with various IT teams and management to identify issues, research solutions, and escalate issues to the appropriate resource or business unit staff
  • Assist in vetting and testing new technology for business operations and/or initiatives
  • Monitor and report security issues to IT Manger and various teams per the Incident Response procedure
  • Assist remediation planning, testing and execution as directed
  • Plan and participate in Disaster Recovery planning, testing and actual recovery efforts in the event of a declared disaster
  • Perform other duties as assigned

Required Skills/Experience:

  • At least one year of experience troubleshooting Windows 10 Desktop Operating System issues as well as Microsoft Office 365
  • At least one year of experience using Windows Server administration tools to troubleshoot end user issues
  • At least one year of experience with TCP/IP, DNS, DHCP and Active Directory
  • At least one year of experience with administering Helpdesk ticketing systems, work flows, ticket based documentation
  • Ability to communicate effectively with internal employees and external clients, verbally and in writing
  • Ability to work independently, completing tasks on time with light supervision
  • Highly organized with excellent technical and user documentation skills
  • Ability to accept and embrace the DealerOn’s culture
  • Interpersonal skills to handle sensitive situations and confidential information
  • Self-confidence and respect for other people

Preferred Skills/Experience:

  • Two years of troubleshooting Windows 10 and Office 365 user issues
  • Two years of troubleshooting DNS record issues
  • Two years of experience with web based working support tickets in Jira Kanban boards or commercial Helpdesk ticketing systems 

Education / Training experience:

  • Associates Degree in technical field or related field required
  • Bachelor degree or equivalent experience in the field of computer science, information systems or related field preferred

Competencies:

  • Teamwork and Cooperation -  Readily sharing information and knowledge as well as act cooperatively with the team
  • Communication Proficiency. - Giving and receiving information effectively in writing, orally and non-verbally such as but not limited to chat and email format
  • Attention to detail - Total task accomplishment through concern for all areas involved no matter how complex the issue or request may be
  • Use of Technology - Using computers, the Internet and other technology to increase quantity and/or quality of work
  • Adaptability. - Maintaining effectiveness in varying technical and operational environments, with tasks, responsibilities or people
  • Initiative. - Active attempts to influence events and achieve goals; self –starting rather than passive acceptance. Taking action to achieve goals beyond what is necessarily called for
  • Dependability. - Being reliable with meeting goals, deadlines and other performance expectations.

Perks and Benefits:

Aside from the awesome people you will get to interact with on a daily basis, we offer a number of benefits, including:

  • Medical, dental and vision insurance
  • Company matched 401K plan
  • Paid time off
  • On-site and off-site company events
  • Casual Attire
  • Fun workstations
  • State of the art technology
  • Free Parking
  • Expertise in work environment

We are an Equal Opportunity Employer

 

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