IT Helpdesk Technician

Onsite IT Helpdesk Technician role at Johnson Automotive in Raleigh, NC, delivering frontline technical support to end users and assisting with daily IT operations.

Responsibilities

• Respond to helpdesk tickets, phone calls, and emails in a timely and professional manner.
• Provide basic to intermediate troubleshooting for hardware, software, and network connectivity issues.
• Assist users with account access, password resets, and application support.
• Deliver excellent customer service while ensuring issues are resolved efficiently.
• Accurately log, update, and close support tickets within the IT ticketing system.
• Follow established escalation procedures for unresolved or complex issues.
• Document issue details, troubleshooting steps, and resolutions.
• Maintain accurate and up-to-date IT documentation, including procedures, troubleshooting guides, and user support materials.
• Support Windows, macOS, iOS, Android, and thin-client environments.
• Assist users with Microsoft Office, Adobe products, printers, manufacturer-specific applications, and other business software.
• Perform workstation setup, software installations, updates, and basic device maintenance.
• Prepare equipment, system access, and required software for new hires at least one business day prior to their start date.
• Assist with inventory tracking and basic asset management as needed.
• Communicate clearly and professionally with end users regarding issue status and resolution.
• Follow guidance and direction from the IT Helpdesk Team Lead.
• Collaborate effectively with other IT team members to resolve technical issues and improve support processes.

Requirements

• Associate's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 1–3 years of experience in an IT Helpdesk, Service Desk, or Technical Support role.
• Basic understanding of Windows and macOS operating systems.
• Familiarity with Windows 11, macOS, iOS, Android, Microsoft Office, Adobe products, and common desktop applications.
• Experience using an IT ticketing system.
• Strong customer service and interpersonal skills.
• Basic troubleshooting and problem-solving abilities.
• Ability to follow documented procedures and established processes.
• Excellent verbal and written communication skills.
• Strong organizational skills and ability to manage multiple priorities in a fast-paced environment.
• Willingness to learn new technologies and expand technical knowledge.

Technologies

• Windows
• Windows 11
• macOS
• iOS
• Android
• Thin-client environments
• Microsoft Office
• Adobe products
• Active Directory
• Microsoft 365
• Azure
• IT ticketing system
• Remote support tools

Benefits

• Competitive hourly rate based on experience.
• Benefits package.
• Opportunities for professional development and career growth.
• Collaborative and supportive team environment.
• Exposure to a variety of technologies and business systems.

Work Schedule

• Monday through Friday, 8:00 AM – 5:00 PM
• Occasional half-day Saturdays as business needs require
• This position is onsite and requires daily attendance at our office location

What We Offer

• Competitive hourly rate based on experience.
• Benefits package.
• Opportunities for professional development and career growth.
• Collaborative and supportive team environment.
• Exposure to a variety of technologies and business systems.