IT Help Desk Technician

WarrCloud

23h•Remote

About The Position

WarrCloud is the first and only automated platform delivering unparalleled warranty claim results for automotive dealerships and OEMs. If you have ever wanted to work for an exciting and fast-growing tech company in the automotive space, then this is the opportunity for you! We are experiencing rapid growth and are seeking an IT Help Desk Technician to join our team. As an IT Help Desk Technician, you will be reporting to the IT Manager. You will provide first-level, front-line technical support to internal employees and technical integration support for external customers. You will diagnose, troubleshoot, and resolve software, hardware, network, and VPN connectivity issues. Excellent customer service, written and verbal communication skills, and strong self-initiative will be essential for success in this role. You must possess strong problem-solving and analytical skills, maintain a professional attitude, and effectively manage and prioritize tasks in a fast-paced environment.

Requirements

High School Diploma, GED Equivalent, or equivalent combination of education and experience.
2+ years of professional experience as a Help Desk Technician or IT customer service support role.
Strong knowledge of computer systems, wireless connectivity, mobile devices, and core IT infrastructure. Windows Operating Systems.
Demonstrated ability to troubleshoot technical issues and explain complex solutions in a simplified manner.
Strong customer service orientation with excellent verbal and written communication skills.
Ability to manage and prioritize heavy workload and meet deadlines in a fast-paced environment.
Self-starter who is curious, resourceful, eager to learn, and holds themselves accountable.
Availability to work nights and weekends on a rotating basis, as needed.

Nice To Haves

Knowledge or experience in the automotive industry.
Experience working with a Dealer Management System (DMS).
Experience with Google Workspace or ticketing management systems (e.g., Zendesk, Jira).

Responsibilities

Create, monitor, and resolve support tickets within the Jira JTSM ticket management system, escalating to the IT Support Specialist as appropriate.
Troubleshoot basic network issues, VPN connections, and wireless connectivity for internal staff.
Implement and support remote access solutions, including site-to-site connectivity.
Administer user accounts and permissions across Google Workspace and other internal systems.
Maintain accurate logs of technical events, systemic problems, and corresponding resolutions.
Drive high customer satisfaction through timely, professional, and clear communication.
Perform other related IT support duties and special projects as assigned.