Remote Helpdesk Support Technician (Active Directory)

REYNOLDS & REYNOLDS CO; Charlotte (NC); Remote; USD 40,000 - 70,000; Full time

Job summary

An innovative IT services company is seeking a customer-driven IT Helpdesk Support Technician to join their dynamic team. In this remote role, you will be the first point of contact for clients, solving a variety of technical issues and strengthening client relationships. With a focus on providing exceptional customer service, you will troubleshoot hardware, manage ticketing systems, and ensure seamless operations for over 400 auto-dealership clients. This forward-thinking company values work-life balance and promotes a healthy lifestyle, making it an exciting opportunity for tech-savvy individuals looking to make a difference.

Benefits

Medical, dental, and vision insurance

401(k) with up to 6% matching

Company cell phone and laptop

Paid holidays, vacation, and sick days

Qualifications

• 2-3 years of experience in IT Helpdesk/Desktop Support is required.
• IT certifications or technical education is mandatory.

Responsibilities

• Provide first line support for customer technical issues via phone.
• Document problems, troubleshooting steps, and resolutions.

Skills

IT Helpdesk/Desktop Support

Windows Active Directory

Ticketing Systems

Printer Troubleshooting

Networking Devices

Microsoft Servers

Education

IT Certifications

Technical Education

Tools

Ticketing System Software

Windows Server

Networking Equipment

Job description

Position description:

This is a remote position
Shift: Monday-Friday 8am-5pm EST, Tuesday-Saturday 8am-5pm EST or Monday-Friday 1pm-10pm EST

Proton Dealership IT, an affiliate of Reynolds and Reynolds, is looking for a customer-driven IT Helpdesk Support Technician. In this role, you will be the first line of contact for all customers and will be tasked with solving a variety of client issues with rapid resolution. As an IT Helpdesk Support Technician, you will focus on strengthening client relationships by working one-on-one with customers via phone, guiding them through troubleshooting their technical issues. Responsibilities will include but are not limited to:

1. Thoroughly documenting problems, troubleshooting steps, and resolution via Proton's ticketing system
2. Troubleshoot and replace failed computing hardware on both desktop PCs and laptop computers (motherboards, NICs, video cards, laptop monitors, laptop keyboards, etc.)
3. Work with troubleshooting switches, routers, and firewalls while maintaining a firm understanding of their roles

About Our Company:
Proton Dealership IT, an affiliate of Reynolds and Reynolds, is an IT services company that provides IT support and amazing customer service to over 400 auto-dealership clients across the country. Proton is not the normal "ticket, ticket, ticket" IT support shop. Proton likes to keep the stress level low, the fun level high, and the quality of life excellent for their team!

Training:
On the job

Requirements:

• At least 2-3 years in an IT Helpdesk/Desktop Support role required
• IT certifications or technical education required
• Knowledge and experience with Windows Active Directory domains required
• Must be seasoned with ticketing systems
• Expertise with printer troubleshooting (network and local), scanner troubleshooting (network and local), and wireless troubleshooting
• Familiarity with networking devices and troubleshooting switches, routers, and firewalls
• Knowledge of Microsoft Servers lineup of products Windows Server 2003, 2008, 2012 and Microsoft Exchange Server 2007, 2010, 2013

Benefits:
We strive to offer an environment that provides our associates with the right balance between work and family. We offer a comprehensive benefits package including:

1. Medical, dental, vision, life insurance, and a health savings account
2. 401(k) with up to 6% matching
3. Working remotely with a company cell phone, laptop, and other provided home office equipment
4. Paid holidays, vacation, and sick days

Reynolds and Reynolds promotes a healthy lifestyle by providing a non-smoking environment. Reynolds and Reynolds is an equal opportunity employer.