IT Tech - Tier 1 Help Desk

Team Automotive Group; Baton Rouge (LA); On-site; USD 36,000 - 56,000; Full time

Job summary

Team Automotive Group is seeking a Tier 1 Help Desk Technician to be the primary voice and face of IT support. You will diagnose and resolve common hardware, software, and network issues, log requests into an IT Service Management system, and escalate complex problems to higher tiers when needed.

You will handle first-line support, document solutions, and contribute to our knowledge base while maintaining a customer-focused approach in a fast-paced environment.

Qualifications

• 0–2 years of customer service or general technical support experience.
• High school diploma or equivalent; associate/bachelor's preferred but not required.
• Basic familiarity with Windows/macOS, AD, Microsoft 365, and basic networking.

Responsibilities

• Answer incoming calls, emails, and chats for technical assistance.
• Troubleshoot and resolve common hardware, software, and network issues.
• Log requests and manage tickets in ITSM systems (e.g., ServiceNow, Jira, ConnectWise).
• Use remote tools (TeamViewer/AnyDesk) to diagnose user issues.
• Escalate complex problems with detailed documentation to Tier 2/3.
• Contribute to knowledge base with step-by-step troubleshooting notes.

Skills

Customer service

Communication skills

Patience and empathy

Time management

Education

High school diploma

Associate's or Bachelor's degree preferred

Tools

ITSM ticketing systems

ServiceNow

Jira

ConnectWise

TeamViewer / AnyDesk

Microsoft 365

Active Directory

Job description

Job Overview

As a Tier 1 Help Desk Technician, you will be the primary voice and face of the IT support team for Team Automotive. You will diagnose and resolve common hardware, software, and network issues, log all requests into an IT Service Management (ITSM) ticketing system, and escalated complex or high-privilege problems.

Key Responsibilities

• First-Line Support:Answer incoming phone calls, emails, and chat messages from end-users seeking technical assistance.
• Issue Resolution:Troubleshoot and resolve common problems such as password resets, account lockouts, printer configurations, basic email setup, and standard software/hardware installation.
• Ticket Management:Create, track, update, and close support tickets accurately in ticketing platforms (such as ServiceNow, Jira, or ConnectWise).
• Remote Assistance:Use remote-support software (such as TeamViewer or AnyDesk) to diagnose and fix user workstation issues.
• Escalation:Identify issues that exceed Tier 1 permissions or scope, and route them with detailed documentation to Tier 2/3 support teams.
• Documentation:Contribute to the internal knowledge base by writing or updating step-by-step troubleshooting articles.

Qualifications & Requirements

Education:High school diploma or equivalent is typically required; an Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field is often preferred but not strictly mandatory for entry-level roles.

Technical Fundamentals:

• Basic familiarity with Windows and macOS operating systems.
• Understanding of Active Directory (user account creation, password resets, group memberships).
• Familiarity with Microsoft 365.
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, and Wi‑Fi troubleshooting).

Soft Skills:

• Strong verbal and written communication skills.
• High level of patience, empathy, and active listening when dealing with frustrated users.
• Time management and multi-tasking abilities in a fast-paced environment.

Experience:0–2 years of customer service, internship, or general technical support experience.

Working for Team Automotive Group means being part of a dynamic and supportive environment where teamwork and innovation are highly valued. Our culture fosters growth, encourages collaboration, and promotes a positive work-life balance, making it a great place to develop your IT career while contributing to the success of a leading automotive organization.

All candidates must successfully complete a background check and drug screening prior to hiring.