Frontline IT Help Desk Technician – Tier 1 Support

Tony Volkswagen; Waipahu (HI); On-site; USD 27,000 - 39,000; Full time

Job summary

Tony Volkswagen is seeking an IT Help Desk Associate to provide Tier 1 technical support across hardware, software, network, and peripherals for all locations. You will be the first contact for associates, troubleshoot issues, and escalate complex cases to Tier 2 as needed.

Responsibilities include handling calls and tickets, setting up devices, assisting with onboarding, and maintaining equipment inventory while following security policies. Strong communication and teamwork are essential.

Qualifications

• Excellent verbal, written, and interpersonal communication skills.
• 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.

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.

Skills

Communication

Organizational skills

Troubleshooting

Teamwork

Learning agility

Education

Associate's degree in IT/CS

1–2 years IT Help Desk experience

CompTIA A+ certification

Tools

Windows

Microsoft 365

Outlook

Teams

Networking

Job description

Tony Volkswagen is seeking an IT Help Desk Associate to provide Tier 1 technical support across hardware, software, network, and peripherals for all locations. You will be the first contact for associates, troubleshoot issues, and escalate complex cases to Tier 2 as needed.

Responsibilities include handling calls and tickets, setting up devices, assisting with onboarding, and maintaining equipment inventory while following security policies. Strong communication and teamwork are essential.