Help Desk II

AutoSavvy helps employees and dealership locations stay productive with strong IT support and reliable technology. In this onsite Help Desk role, you’ll resolve escalated, higher-complexity issues, partner with vendors to keep work moving, and support the employee experience across the systems teams depend on every day.

What You’ll Do

• Own escalated incidents and service requests across endpoints, Microsoft 365, identity, multifactor authentication, device management, connectivity, printing, phones, and dealership applications.
• Use structured troubleshooting with ticket history, endpoint telemetry, logs, device state, network details, vendor status, and user symptoms to determine likely root cause and reduce repeat incidents.
• Administer delegated functions in Microsoft 365, Entra ID, Intune, Cisco Duo, remote monitoring/support, and other approved platforms.
• Diagnose device enrollment, compliance, policy, application deployment, updates, and configuration problems, documenting the failure point and validated remediation.
• Troubleshoot store connectivity and infrastructure at the support layer, including DNS, DHCP, VLAN, Wi-Fi, VPN, ISP, firewall, switches, and access-point symptoms. Engage the network owner or vendor when changes require engineering-level work.
• Support endpoint security alerts and suspected incidents by collecting facts, preserving evidence, isolating systems when authorized by a runbook, and escalating to the right security owner.
• Complete complex onboarding, role changes, offboarding, access, and equipment requests using approved authorization, least-privilege controls, segregation of duties, and verification requirements.
• Review escalations from Tier 1 for completeness, coach technicians on troubleshooting methods, and provide actionable feedback when information is missing.
• Create and maintain knowledge articles, runbooks, checklists, technical standards, asset records, and support procedures, participating in periodic documentation reviews.
• Identify recurring incidents and recommend durable corrective actions, including configuration changes, user guidance, monitoring improvements, vendor remediation, or safe automation.
• Use PowerShell or other approved tools for repeatable diagnostics and low-risk automation, testing changes, documenting rollback steps, and obtaining approval prior to production use.
• Coordinate with software, telecom, internet, hardware, and dealership-system vendors, maintaining ownership of the employee experience until resolution or formal handoff.
• Support equipment deployments, store openings, refresh projects, inventory audits, and onsite incident recovery across AutoSavvy locations.
• Communicate major incidents, service risks, trends, and unresolved dependencies to IT leadership with clear business impact and recommended next steps.
• Perform other related technical-support duties and participate in IT projects as assigned.

Travel: 5% to 10% business travel.

Requirements

• 2 to 5 years of progressive help desk, desktop support, endpoint support, or systems support experience, including responsibility for escalated issues.
• Working knowledge of Microsoft 365 administration, Entra ID or Active Directory, Windows endpoints, endpoint management, remote support, and common business applications.
• Practical understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, and VLAN concepts, with the ability to isolate endpoint, network, service-provider, and application problems.
• Ability to analyze incomplete information, use logs and system data, test hypotheses safely, and document a technically sound resolution.
• Experience following access approvals, least-privilege controls, change procedures, security runbooks, and evidence-retention requirements.
• Strong written and verbal communication, service ownership, prioritization skills, and the ability to explain complex issues to employees and leadership.
• Ability to coach Tier 1 technicians constructively and improve shared technical documentation.

Technologies You’ll Work With

• Microsoft 365, Entra ID, Intune, Cisco Duo, Cisco Meraki, Auvik
• GoTo Resolve, PowerShell, GoTo voice services
• SentinelOne, Acronis
• Teams, Outlook, OneDrive, SharePoint
• Windows 10/11, TCP/IP, DNS, DHCP, Wi-Fi, VPN, VLAN

Benefits

• Comprehensive Benefits: Medical, Dental, and Vision coverage, HSA match, TelaDoc, Pharmacy Discount Programs, and Employer paid Life Insurance
• Employee Assistance Program
• Additional Perks: Pet Insurance, Gym Discounts, an Employee Vehicle Purchase Program, and Volunteer PTO Program
• Retirement Savings: Employer matching contributions
• Paid Time Off: Among the best PTO policies in the industry
• Paid Holidays: 7 major holidays

Preferred Qualifications

• Associate degree, technical diploma, or equivalent combination of education, certifications, and hands-on experience.
• CompTIA A+, Network+, Security+, Microsoft endpoint or Microsoft 365 certification, or another relevant industry credential.
• Hands-on experience with Intune device enrollment and compliance, Microsoft 365 administration, Cisco Duo, Meraki, RMM platforms, endpoint security, or network-monitoring tools.
• PowerShell experience for diagnostics, reporting, or safe task automation.
• Experience supporting retail, automotive, or another distributed multi-location organization.
• Experience coordinating incidents with third-party vendors and supporting new-site deployments.
• Automotive dealership software experience preferred.

Schedule

• Full Time
• Monday to Friday
• One Saturday a month
• 9 AM to 6 PM or 7 AM to 4 PM

Location and Work Environment

• Onsite in Woods Cross, UT
• In-office and indoor work setting
• Travel to location on occasion

Physical Requirements

• Sitting at a desk for extended periods while working on a computer.
• Occasionally lifting and moving IT equipment (e.g., servers, desktops, network devices) up to 50 lbs.
• Crawling under desks or accessing server racks for cable management and hardware setup.
• Possible on-call or after-hours support for system maintenance, updates, or emergency troubleshooting.

Additional Requirements

• Active drivers license and clean driving record
• Ability to pass a background check
• Authorization to work in the U.S