20226 - Service Desk Representative II

20226 - Service Desk Representative II
Savannah, GA – 5-days on-site

Company Overview:
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.
Website:

Role Overview
Provides first-level IT support to employees by responding to technical inquiries received through phone, email, and messaging platforms. Responsible for diagnosing and resolving basic hardware, software, and device-related issues, managing support tickets through IT Service Management (ITSM) systems, and ensuring timely, professional customer service. Supports the installation, configuration, maintenance, and lifecycle management of end-user technology assets while adhering to established IT standards, procedures, and service level expectations.
Key Responsibilities

• Serve as the first point of contact for employee technical support requests, providing timely troubleshooting and resolution for hardware, software, and connectivity issues.
• Manage and prioritize Helpdesk tickets within the ITSM platform, ensuring incidents, requests, and service activities are accurately documented and resolved within established service levels.
• Install, configure, maintain, and troubleshoot desktop computers, laptops, tablets, smartphones, network printers, Zebra printers, Scrap printers, and related peripherals.
• Perform system imaging, deployment, and administration activities for PCs, laptops, scanners, and other network-connected devices to support operational requirements.
• Open, update, track, and close incidents and service requests, maintaining detailed records of troubleshooting steps, resolutions, and customer communications.
• Execute user data backup and restoration activities in accordance with organizational procedures, ensuring data integrity and minimizing business disruption during device replacements or repairs.
• Maintain accurate hardware and software inventories, apply asset naming and labeling standards, support equipment upgrades and replacements, and consistently adhere to customer support policies, procedures, and performance expectations.

Must-Have Requirements

• High School Diploma, GED, or equivalent combination of education and experience.
• 1-2 years of experience providing IT support, Help Desk, Desktop Support, or related technical services.
• Basic understanding of networking concepts, connectivity, and troubleshooting.
• Experience supporting Microsoft Windows operating systems, Microsoft Office applications, and Microsoft Exchange.
• Strong troubleshooting and problem-solving skills with the ability to identify root causes and implement corrective actions.
• Ability to effectively manage multiple priorities, organize work assignments, and complete tasks/projects within established deadlines.
• Strong customer service and communication skills with the ability to work independently and collaboratively while supporting internal and external customers.

Nice-to-Have Requirements

• Knowledge of antivirus software administration and endpoint security best practices.
• Experience supporting hardware peripherals, printers, scanners, and other end-user computing devices.
• Familiarity with IT Service Management (ITSM) tools and incident ticketing systems.
• Professional IT certifications such as…