IT Helpdesk Associate I/II

• Sports Illustrated AIADA All-Star Dealer Award for exceptional customer service and commitment to the industry and community
• Distinguished Service Citation from the Automotive Hall of Fame
• Our primary business is in retail, and we continuously explore new technologies to enhance the customer experience. As part of our team, you’ll play a crucial role in delivering these advancements, helping us exceed our customers’ highest expectations., * Customer-Obsessed - Your mission is to earn and retain the trust of our customers, both internal and external, by quickly resolving issues and providing proactive solutions.
• Ownership - You own your responsibilities from start to finish, taking accountability for outcomes and making sure our customers’ needs are met. Solutions may come from external vendors but we are the ultimate responsible party to make our customers happy.
• Attention to Detail - You approach every ticket and project with a thorough eye, identifying potential challenges in advance and implementing contingency plans to ensure success.
• Commitment to High Standards - Every task, from following up on support tickets to deploying new technology, reflects our commitment to excellence.
• Learn, Innovate, and Adapt - Our longevity is built on a foundation of learning, innovation, and adaptation. We are looking for someone eager to embrace new technologies and continuously improve., * Serve as the first point of contact for end users, responding to helpdesk tickets by phone, email, chat, or ticketing system, and providing timely status updates.
• Troubleshoot and resolve issues with computers, laptops, tablets, handheld scanners, printers, and other hardware and peripherals.
• Support point-of-sale (POS) terminals, payment devices, registers, receipt printers, scanners, and cash drawers.
• Support dealership-specific applications, including the Dealer Management System (DMS - e.g., Tekion, CDK, or Reynolds), CRM, service lane technology, parts systems, and sales applications.
• Provide basic troubleshooting of networking equipment and connectivity, including LAN/Wi-Fi, switches, access points, routers, VoIP phones, and internet connectivity.
• Administer user accounts, permissions, and password/MFA resets in Active Directory/Entra ID, Microsoft 365, and related systems.
• Support cameras, access control systems, and other dealership-specific peripherals.
• Set up, image, and deploy new workstations and devices; perform routine maintenance, patching, and software/hardware upgrades.
• Create, categorize, prioritize, update, and close tickets in the ITSM system, documenting symptoms, troubleshooting steps, resolutions, and recurring issues in the knowledge base.
• Manage incidents within established SLA response/resolution targets, prioritizing business-critical outages (e.g., POS, DMS, or network outages).
• Escalate complex issues to Level II/III support, IT managers, or vendors as needed, and follow through to ensure resolution.
• Coordinate, and when needed dispatch, third-party vendors and technicians for hardware or infrastructure work.
• Assist with new dealership openings, remodels, technology deployments, equipment refreshes, and system upgrades.
• Identify recurring issues and contribute to root-cause analysis and preventive solutions.
• Provide virtual on-call support outside normal business hours as part of a rotating on-call schedule.
• Maintain accurate inventory and documentation of IT assets within the region.

Our business is retail, so speed to resolution is critical; when a store’s systems go down, the impact is immediate. This role calls for strong troubleshooting, communication, and customer-service skills, sound judgment in prioritizing incidents by business impact, and the ability to thrive in a fast-paced retail environment., * Bachelor’s degree - Required

• U.S. citizen or permanent resident; we do not sponsor work visas.
• Comfortable navigating computers and mobile devices - how they work, settings, applications, and general configuration - with the technical curiosity to dig in rather than just follow a script. Experience with PowerShell or basic scripting is a plus and can help streamline repetitive tasks like account setup, system checks, and troubleshooting.
• Ticketing system experience.
• Azure, Intune, and Entra experience.

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

• With over 100 years of history, Pohanka Automotive Group is one of the most respected and established names in the automotive industry. We are proud to be recipients of numerous prestigious awards, including