IT Help Desk Technician

Rallye Motor Company•Roslyn, NY

12d

About The Position

The Rallye Motor Company is seeking a Help Desk Technician to provide timely, practical technical assistance to users. The technician serves as the first point of contact for desktop, laptop, application, and password issues, troubleshoots hardware, software, mobile-device, and network problems, and supports users through phone, email, remote access, and in-person channels. The role also includes installing and maintaining end-user equipment, managing accounts and permissions, preparing and imaging devices, documenting procedures, and monitoring incidents through resolution. Complex or unresolved issues are escalated to Tier II/III support or management as appropriate. The listed hourly pay range is $25–$28, based on experience.

Requirements

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.
Strong communication and interpersonal skills and a customer-focused attitude.
Ability to adapt rapidly and gain expertise with 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.
Excellent communication skills.

Nice To Haves

Networking background is highly desirable.
Experience with SD-WAN, VLANs, switches, and firewalls is preferred.

Responsibilities

Act as the first point of contact for desktop, laptop, application, and password issues.
Troubleshoot and resolve computer hardware, software application, mobile-device, and network-hardware issues.
Respond to technical issues by phone, email, remote access, and in person.
Escalate complex or unresolved issues to Tier II/III support teams and management as necessary.
Handle escalated customer-support issues efficiently while maintaining 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.
Manage user accounts, permissions, and access in accordance with IT security policies and procedures.
Prepare and image desktop and mobile hardware for daily operations and special projects.
Update and maintain standard operating procedures for software and hardware deployments, account administration, and help desk tasks.
Draft knowledge-base articles, FAQs, and user guides to address common issues and support user training.
Collaborate with cross-functional teams to identify and implement process improvements and resolve complex issues promptly.
Share knowledge with peers to improve first-call resolution rates.
Monitor open incidents and requests, follow up, and ensure timely resolution.
Raise potential outages to management and assist with root-cause analysis and rapid response.