Help Desk Support Technician

Old World Industries, LLC.; Northbrook (IL); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Company-matching 401(k) plan

Company-paid life insurance

Company-paid identity theft insurance

Paid time off and paid holidays

Flexible spending and health savings

Job summary

Old World Industries, LLC. seeks an IT Help Desk professional to serve as the primary contact for end-users, supporting hardware, software, and network issues in a hybrid work environment. The role emphasizes prompt ticket handling, AD/Entra ID management, and remote assistance for new users.

The ideal candidate has 3+ years in a tech support role, bilingual Spanish/English, and relevant IT certifications. Mostly in-office with some remote support, the position offers comprehensive benefits.

Qualifications

• 3+ years in technical support or help desk required.
• Bilingual Spanish/English preferred.
• Certifications such as CompTIA A+/Network+ or Microsoft 365 preferred.
• Strong Windows OS knowledge and troubleshooting skills.

Responsibilities

• Provide troubleshooting for end-user hardware, software, and networks.
• Set up and maintain computers, laptops, and peripherals.
• Respond to requests via help desk system; track and resolve.
• Maintain AD and Entra ID user provisioning and permissions.
• Install devices and upgrade hardware/software.
• Document procedures and manage Freshservice ITIL records.
• Remote assistance and onboarding of new users.

Skills

Bilingual Spanish/English

Customer support

Strong communication

Self-motivated

Education

3+ years IT Help Desk experience

Tools

Freshservice

Active Directory

Entra ID / Azure AD

Microsoft 365

Windows OS

Job description

Position Purpose

Serve as the primary point of contact for end-users, providing responsive technical support for hardware, software, and network issues. This role ensures operational efficiency by managing service requests, maintaining user accounts, and supporting a hybrid workforce environment.

Duties, Tasks, and Responsibilities

• Work Arrangement: This is a hybrid role, requiring a minimum of 3+ days in-office per week.
• Provide general troubleshooting and problem resolution of all end-user hardware and software issues.
• Set up and maintain computers, laptops, and peripheral devices.
• Respond to service requests, telephone calls, and email, using the help desk system to track and monitor problems and requests, ensuring a timely resolution.
• Maintain Microsoft Active Directory and Entra ID (Azure AD) infrastructure by on-/off-boarding users and properly allocating permissions and managing security.
• Install new computer and peripheral devices such as docking stations, printers, scanners, etc. and perform upgrades to existing systems by installing new hardware and software applications.
• Recommend, plan, and execute Microsoft Windows, Microsoft Office/365, and other software upgrades and computer system configurations.
• Manage projects related to upgrades.
• Work with team members in a collaborative environment to troubleshoot issues, also work with vendors until computing and technical issues are resolved.
• Document internal procedures and create, maintain, and improve technical documentation.
• Responsible for maintaining the ITIL system of record, Freshservice.
• Provide remote assistance for end-users and assist with the onboarding of new users.
• Perform related duties as assigned.

Education, Skills and Abilities

• Experience: 3+ years of experience in a technical support or help desk is required.
• Language: Bilingual proficiency in Spanish and English is highly preferred.
• Certifications: Various IT certifications (e.g., CompTIA A+, Network+, or Microsoft 365 Certified) are preferred.
• Technical Knowledge: Solid understanding of Microsoft operating systems, including advanced configuration and troubleshooting.
• Networking: Solid understanding of networking concepts and how to troubleshoot networking issues.
• Modern Tools: Experience with Freshservice or similar ITIL service management platforms.
• Physical Requirements: Ability to lift and move computer equipment weighing up to 20 pounds.
• Communication: Good communication/support skills and an understanding of what it takes to provide good technical support to both local and remote users.
• Organization: Self-motivating and well-organized to ensure that tickets and projects are completed with minimal supervision.

Benefits

• Medical, dental, and vision coverage with wellness benefits
• Company-matching 401(k) plan
• Company-paid life insurance and accidental death & dismemberment benefits
• Company-paid identity theft insurance
• Company-paid disability
• Flexible spending and health savings accounts
• Company-paid employee assistance program
• Paid time off and paid holidays
• Additional benefits included: voluntary life insurance, legal benefits, critical illness, accident insurance, hospital indemnity insurance, and pet insurance

Old World Industries is among the largest privately held companies competing in the automotive aftermarket today. Built upon a 50-year history of ingenuity, the Northbrook, Illinois-based company is transforming the automotive, commercial and chemical industries that keep the world moving forward. Old World's brands include a full line of PEAK Performance Automotive Aftermarket Products including Antifreeze/Coolant, Washer Fluid, Lighting and Wiper Blades; BlueDEF Diesel Exhaust Fluid and Equipment; FINAL CHARGE PRO-SERIES Heavy Duty Extended Life Coolant, Fleet Charge SCA Precharged Heavy Duty Coolant and Thermal Charge Heat Transfer Fluid.