IT Help Desk Technician

The IT Help Desk Technician provides first-line technical support for dealership employees across multiple locations, ensuring reliable operation of business systems, hardware, software, and network resources. This role serves as a key resource for troubleshooting technology issues, supporting dealership applications, maintaining computer systems including hardware, and assisting users with reporting and data tools including Microsoft Power BI and Microsoft Dynamics. The successful candidate will combine strong customer service skills with technical expertise to support daily dealership operations., * Provide high-quality first-level support for desktop, laptop, mobile device, printer and peripheral issues.

• Manage user accounts, passwords, permissions and security settings within Active Directly and Microsoft Entra ID.
• Respond to and resolve help desk tickets in a timely and professional manner. To include documenting incident resolutions with detailed break-fix steps and resolution in our ticket tracking system.
• Install, configure, and maintain Windows operating systems, MS Office 365 and customer-specific hardware and software.
• Diagnoses and troubleshoot hardware, software, operating system and network connectivity problems, using either remote management software or on-site support., * Assist users with Microsoft Dynamics functionality, troubleshooting, user access, workflow issues and system navigation.
• Support dealership personnel in sales, service, parts, accounting and administrative departments.
• Work closely with teams to identify technology solutions that improve operational efficiency.

Power BI and Reporting Support:

• Assist with creating, maintaining and troubleshooting Power BI reports and dashboards.
• Support users with data visualization, report access and interpretation.
• Help validate data integrity between Microsoft Dynamics and Power BI reporting environments.
• Collaborate with management teams to develop reports that support operational and financial decision making., * Assist in maintaining network equipment, wireless connectivity and endpoint security.
• Support cybersecurity initiatives including antivirus management, phishing awareness and user security best practices.
• Perform software updates, system maintenance and routine monitoring activities.

Training and Customer Service:

• Participate in one-on-one and group training on dealership software and technology tools.
• Create user guides, knowledge base articles and technical documentation.
• Deliver professional and courteous support while maintaining a customer focused approach.
• Communicate effectively with employees of varying technical skill levels.
• Represent and promote the dealer organization professionally and honestly, including personal conduct, behavior and appearance.

• Minimum of Associate degree in Information Technology, Computer Science, Business Systems or related field; equivalent experience may be considered.
• Certification in Microsoft (Dynamics, Power BI) and/or Comp TIA A+/Net+ preferred.
• Minimum of 2 years of IT support, help desk or technical support experience.
• Experience supporting Microsoft Windows environments.
• Working knowledge of Microsoft 365 administration and troubleshooting.
• Experience with Microsoft Dynamics platforms.
• Experience creating, maintaining, or supporting Power BI reports and dashboards.
• Strong problem solving, analytical and customer service skills.
• Ability to prioritize multiple tasks and work independently.
• Valid driver’s license with insurable driving record.