IT Help Desk Technician

Rallye Motor Company is seeking an IT Help Desk Technician to support daily technology needs at its Roslyn, NY location. In this onsite role, you will serve as the first stop for user assistance, helping troubleshoot and resolve desktop, laptop, application, and password issues while keeping workstations secure and running smoothly.

What you’ll do

• Work as the first point of contact for users experiencing desktop, laptop, application, and password-related problems.
• Diagnose and resolve issues across computer hardware, software applications, mobile devices, and network hardware.
• Handle incoming technical requests through phone, email, remote access, and in-person support.
• Escalate complex or unresolved items to Tier II/III support teams while tracking progress.
• Manage escalated customer support concerns efficiently to maintain strong customer satisfaction.
• Install, configure, and maintain desktops, laptops, tablets, printers, scanners, presentation equipment, and other peripherals.
• Deploy and maintain operating system and application security patches for workstations and thin clients.
• Administer user accounts, permissions, and access in alignment with IT security policies and procedures.
• Prepare and image desktop and mobile hardware for daily operations and special projects.
• Maintain and update standard operating procedures for software and hardware deployments, account administration, and helpdesk tasks.
• Create knowledgebase content such as knowledgebase articles, FAQs, and user guides to support common issues and improve user training.
• Collaborate with cross-functional teams to identify and implement process improvements that support timely issue resolution.
• Provide continuous knowledge transfer to peers to improve first-call resolution.
• Monitor open incidents and requests, ensuring timely follow-up and closure.
• Escalate Tier II and III issues to management as needed.
• Raise potential outages to management and assist with root cause analysis and rapid response.

What you bring

• At least 2 years of experience diagnosing, troubleshooting, and resolving technical issues in a high-call volume environment.
• Proficiency supporting Google Enterprises, Active Directory, Windows, and Apple environments.
• Networking experience is a plus, including preferred familiarity with SD-WAN, VLANs, switches, and firewalls.
• Strong communication and interpersonal skills with a customer-focused attitude.
• Ability to adapt quickly to learn complex technical solutions.
• Good understanding of computer systems, mobile devices, and other technology products.
• Ability to diagnose and resolve basic technical issues.
• Proficiency in English and strong communication skills.

Technologies you’ll work with

• Google Enterprises
• Active Directory
• Windows
• Apple
• SD-WAN
• VLANs
• Switches
• Firewalls

Benefits

• Great benefits package including medical, dental, and vision coverage for employee and family
• Company-paid life insurance plus optional additional coverage
• Voluntary short-term and long-term disability
• Additional voluntary benefits including Aflac and LegalShield
• Paid time off and paid holidays
• 401K plan
• Employee Assistance Program and more

Location: Roslyn, NY (onsite)

Pay: USD 25,000 - 28,000 per hourly