Sr. Service Desk Representative

20160 - Sr. Service Desk Representative

Location: West Point, GA

Hyundai Auto Ever America (HAEA) is the dynamic IT powerhouse behind Hyundai Motor Corporation, a Fortune 500 global leader in the automotive industry. As a key affiliate, we provide cutting‑edge IT services and support to top brands including Kia, Genesis, Hyundai Translead, Hyundai Mobis, Hyundai Capital, and Glovis. HAEA offers a truly global and collaborative environment. Here, you’ll drive innovation, boost operational efficiency, and help shape the future of mobility for the Hyundai Motor Group.

At HAEA, we understand that IT is the cornerstone of today’s fast‑evolving digital world. By uniting all IT resources under one roof, we deliver consistent, top‑quality solutions while serving as the crucial information link between Hyundai’s Global Headquarters and North American operations. If you’re passionate about technology and eager to make a real impact at a world‑class company, Hyundai Auto Ever America is the place to grow your career.

Join us and be part of the transformation that’s driving the future of automotive innovation.

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The Senior Service Desk Representative serves as the first point of contact for employees seeking technical support, delivering timely and effective resolution of IT‑related issues across multiple channels including phone, email, and messaging platforms. This role is responsible for diagnosing and resolving hardware and software problems, managing support tickets through IT service management (ITSM) systems, and ensuring a high standard of customer service.

The position requires strong technical troubleshooting skills, attention to detail in documentation and asset management, and the ability to support a range of devices including laptops, desktops, mobile devices, and networked peripherals. The Senior Service Desk Representative also contributes to system maintenance, device configuration, and adherence to organizational IT standards and procedures.

• Provide frontline technical support:
  Respond promptly to employee inquiries, assess issues, troubleshoot hardware and software problems, and resolve basic to moderately complex technical concerns across various devices.
• Manage IT support tickets:
  Accurately log, update, and close incidents within ITSM systems, ensuring timely resolution, clear documentation, and adherence to service level expectations.
• Install, configure, and maintain IT equipment:
  Set up, troubleshoot, and support PCs, laptops, printers (including Zebra and scrap printers), scanners, and other peripherals; perform imaging and system administration tasks as needed.
• Maintain data integrity and system compliance:
  Perform backup and restoration of user profiles and data, ensuring all processes align with company procedures and security standards; manage asset labeling and documentation.
• Adhere to service standards and continuous improvement:
  Follow established customer support protocols, meet performance metrics, support hardware/software lifecycle management, and assist with additional duties as assigned in a dynamic IT environment.

• Associate’s degree or equivalent hands‑on experience, with 3–5 years of experience in IT support or service desk environments.
• Strong troubleshooting and problem‑solving skills across hardware, software, and end‑user systems.
• Working knowledge of Windows OS, Microsoft Office Suite, Microsoft Exchange, and antivirus tools.
• Basic understanding of networking concepts (connectivity, IP basics, device communication).
• Proven ability to analyze issues logically and implement effective corrective actions in a timely manner.
• Strong organizational and communication skills, with the ability to manage multiple tasks, meet deadlines, and work both independently and collaboratively.

• Experience working with ITSM or helpdesk ticketing systems in a structured support environment.
• Demonstrated ability to coordinate projects or manage small technical initiatives from start to completion.
• Familiarity with hardware imaging, device provisioning, or endpoint management tools.
• Strong customer…