IT Help Desk

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

Overview

Salary Range

$24.00 Hourly

Description

Job Summary:

Provide Tier 1 technical support for hardware, software, network, and peripheral devices to all Tony Group locations and departments. Serve as the first point of contact for associates requiring technical assistance by troubleshooting issues, resolving common technical problems, and escalating complex issues when necessary. Responsible for supporting the company's Vision: "Best place to work & Best place for our guests to do business" and Mission: "Build long-term relationships with our associates & guests & make a positive difference in our community."

• 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.

Additional Responsibilities: Adhere to the Tony Group Standards

• SMILE: Be positive and respectful to everyone.
• GREET: Greet everyone within five feet.
• HELP: Help every guest or find someone who can.
• THANK: Remember to always thank the guest.
• GOLD: Go for Gold (Grand Opening Look, Daily).

Qualifications

Required Skills/Abilities:

• 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.

Education and Experience:

• Associate's degree in Information Technology, Computer Science, or related field preferred.
• 1–2 years of IT Help Desk or technical support experience preferred.
• Equivalent combination of education and experience will be considered.
• CompTIA A+ certification preferred.

Physical Requirements:

Regularly required to stand, walk, sit, kneel, crawl, and work in a variety of locations including offices, service departments, technician bays, rooftops, and storage areas. Must be able to lift, carry, and install equipment weighing up to 50 pounds. May occasionally work on ladders and under desks while installing or troubleshooting equipment.