Help Desk Support Technician

Position Purpose:   

Serve as the primary point of contact for end-users, providing responsive technical support for hardware, software, and network issues. This role ensures operational efficiency by managing service requests, maintaining user accounts, and supporting a hybrid workforce environment.

Duties, Tasks, and Responsibilities:

• Work Arrangement: This is a hybrid role, requiring a minimum of 3+ days in-office per week.
• Provide general troubleshooting and problem resolution of all end-user hardware and software issues.
• Set up and maintain computers, laptops, and peripheral devices.
• Respond to service requests, telephone calls, and email, using the help desk system to track and monitor problems and requests, ensuring a timely resolution.
• Maintain Microsoft Active Directory and Entra ID (Azure AD) infrastructure by on-/off-boarding users and properly allocating permissions and managing security.
• Install new computer and peripheral devices such as docking stations, printers, scanners, etc. and perform upgrades to existing systems by installing new hardware and software applications.
• Recommend, plan, and execute Microsoft Windows, Microsoft Office/365, and other software upgrades and computer system configurations.
• Manage projects related to upgrades.
• Work with team members in a collaborative environment to troubleshoot issues, also work with vendors until computing and technical issues are resolved.
• Document internal procedures and create, maintain, and improve technical documentation.
• Responsible for maintaining the ITIL system of record, Freshservice.
• Provide remote assistance for end-users and assist with the onboarding of new users.
• Perform related duties as assigned.

Education, Skills and Abilities

• Experience: 3+ years of experience in a technical support or help desk is required.
• Language: Bilingual proficiency in Spanish and English is highly preferred.
• Certifications: Various IT certifications (e.g., CompTIA A+, Network+, or Microsoft 365 Certified) are preferred.
• Technical Knowledge: Solid understanding of Microsoft operating systems, including advanced configuration and troubleshooting.
• Networking: Solid understanding of networking concepts and how to troubleshoot networking issues.
• Modern Tools: Experience with Freshservice or similar ITIL service management platforms.
• Physical Requirements: Ability to lift and move computer equipment weighing up to 20 pounds.
• Communication: Good communication/support skills and an understanding of what it takes to provide good technical support to both local and remote users.
• Organization: Self-motivating and well-organized to ensure that tickets and projects are completed with minimal supervision.

This opportunity offers a competitive benefits package including:

• Medical, dental, and vision coverage with wellness benefits
• Company-matching 401(k) plan
• Company-paid life insurance and accidental death & dismemberment benefits
• Company-paid identity theft insurance
• Company-paid disability
• Flexible spending and health savings accounts
• Company-paid employee assistance program
• Paid time off and paid holidays
• Additional benefits included: voluntary life insurance, legal benefits, critical illness, accident insurance, hospital indemnity insurance, and pet insurance

Old World Industries is among the largest privately held companies competing in the automotive aftermarket today. Built upon a 50-year history of ingenuity, the Northbrook, Illinois-based company is transforming the automotive, commercial and chemical industries that keep the world moving forward. Old World’s brands include a full line of PEAK® Performance Automotive Aftermarket Products including Antifreeze/Coolant, Washer Fluid, Lighting and Wiper Blades; BlueDEF® Diesel Exhaust Fluid and Equipment; FINAL CHARGE® PRO-SERIES Heavy Duty Extended Life Coolant, Fleet Charge® SCA Precharged Heavy Duty Coolant and Thermal Charge® Heat Transfer Fluid.