Help Desk III

Auto Savvy At  Auto Savvy, we take pride in fostering career growth and promoting from within. With 2-4 new stores opening each year, there are abundant opportunities for those motivated to learn, grow, and advance. With nearly 20 years in business, we have built a steady pipeline of high-quality, exciting vehicles, overcoming supply challenges and ensuring our team always has great options to offer.

Job Summary As an Help Desk III, you will serve as a senior technical resource responsible for troubleshooting, maintaining, and improving IT systems across the organization. You will support hardware, software, security initiatives, while assisting with strategic IT projects.

Help Desk III

Job Responsibilities:

Serve as the primary escalation point for complex technical issues that cannot be resolved by Tier I or Tier II support personnel.

Diagnose and resolve advanced problems involving desktops, laptops, mobile devices, operating systems, enterprise applications, network connectivity, printers, peripherals, and collaboration tools.

Troubleshoot identity and access issues, including user accounts, permissions, multifactor authentication, single sign-on, and directory services.

Perform root-cause analysis for recurring or high-impact incidents and implement long-term corrective actions.

Manage assigned incidents and service requests from initial escalation through resolution while meeting established service-level agreements.

Coordinate with infrastructure, cybersecurity, networking, application, and vendor support teams to resolve incidents affecting multiple users or business-critical systems.

Provide timely, professional updates to users, management, and other stakeholders throughout the incident-resolution process.

Support the deployment, configuration, maintenance, and replacement of end-user hardware and software.

Use approved administrative and remote-support tools to investigate issues, apply configuration changes, deploy software, and restore services.

Create and maintain technical documentation, troubleshooting procedures, knowledge-base articles, system configurations, and resolution records.

Mentor Tier I and Tier II technicians by providing technical guidance, reviewing escalations, sharing best practices, and supporting skills development.

Identify training needs and contribute to technical training sessions for support staff and end users.

Monitor incident trends and service-desk metrics to identify recurring problems, knowledge gaps, and opportunities for process improvement or automation.

Participate in problem, change, and asset-management activities in accordance with organizational policies and IT service-management practices.

Test software updates, patches, system changes, and new technologies before deployment to the broader organization.

Follow cybersecurity policies and promptly identify, document, and escalate suspected security incidents, vulnerabilities, or unauthorized activity.

Protect confidential and sensitive information by adhering to access-control, data-protection, and acceptable-use requirements.

Support major incident response efforts, including impact assessment, technical troubleshooting, stakeholder communication, service restoration, and post-incident review.

Maintain accurate records of support activities, equipment assignments, system changes, and resolutions in the organization’s service-management platform.

Maintain current knowledge of organizational systems, emerging technologies, cybersecurity threats, and industry best practices.

Perform other related technical-support duties and participate in IT projects as assigned.
10% Business travel.

Qualifications & Requirements5 to 10 years of experience in IT support, system administration, or network management.

Associate or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).Advanced knowledge of Windows operating systems and knowledge of IOS.

Experience with Azure, Group Policy, and Office 365 administration.

Experience with Intune and Entra administration.

Experience with Co-Pilot or Chat GPT AI platform knowledge would be ideal.

Experience building AI bots is preferred.

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