About This Role
Providing Tier 1 technical support for hardware, software, network, and peripheral devices across all company locations and departments is the core of this role. The IT Help Desk associate serves as the first point of contact for technical assistance, troubleshooting issues, resolving common problems, and escalating complex issues when necessary.
Responsibilities
- Answer incoming help desk calls, emails, and support requests in a professional and timely manner
- Respond to and resolve assigned IT support tickets within established service level expectations
- Provide first-level support for desktops, laptops, printers, mobile devices, phones, software applications, and network connectivity
- Install, configure, and maintain computer hardware, software, and peripheral equipment
- Assist with user account creation, password resets, permissions, and access requests
- Troubleshoot Microsoft Windows, Microsoft 365, Outlook, Teams, and common business applications
- Document, track, and monitor support requests using the company's ticketing system
- Escalate unresolved or complex technical issues to Tier 2 or the IT Manager
- Assist with workstation setup, equipment deployment, and employee onboarding/offboarding
- Maintain accurate inventory of IT equipment and related assets
- Follow IT security policies and procedures while protecting company data and systems
- Provide courteous customer service while educating associates on basic technology best practices
- Adhere to the Tony Group Standards: Be positive and respectful to everyone, greet everyone within five feet, help every guest or find someone who can, always thank the guest, and go for a grand opening look daily
Requirements
- Excellent verbal, written, and interpersonal communication skills
- Strong customer service orientation
- Excellent organizational and time management skills
- Ability to troubleshoot technical issues in a fast-paced environment
- Basic understanding of Windows operating systems, Microsoft 365, networking, and computer hardware
- Ability to prioritize multiple requests and meet deadlines
- Strong analytical and problem-solving skills
- Ability to work independently and collaboratively within a team
- Willingness to learn new technologies and adapt to changing business needs
- Associate's degree in Information Technology, Computer Science, or related field preferred
- 1–2 years of IT Help Desk or technical support experience preferred
- Equivalent combination of education and experience will be considered
- CompTIA A+ certification preferred
- Regularly required to stand, walk, sit, kneel, crawl, and work in a variety of locations including offices, service departments, technician bays, rooftops, and storage areas
- Must be able to lift, carry, and install equipment weighing up to 50 pounds
- May occasionally work on ladders and under desks while installing or troubleshooting equipment
About the Company
The company's vision is to be the best place to work and the best place for guests to do business, with a mission to build long-term relationships with associates and guests and make a positive difference in the community.
