Help Desk 2

Cavender Auto Group Help Desk 2 Job Description

At Cavender Auto Group, our values define who we are and how we lead. We believe in...
Integrity: Integrity guides us to always do the right thing.
Empowerment: Empowerment means giving our people the tools, training, and trust to succeed
Commitment: Commitment drives us to take care of our customers, our community, and one another
Innovation: Innovation inspires us to continuously improve and find better ways to serve.


Our mission is simple: To deliver exceptional experiences to those we serve. This means every interaction-with customers, vendors, and employees-should reflect respect, care, and excellence.


Cavender Auto Group is currently seeking a Help Desk Level 2 to join our team. Our team members are talented, service-oriented, and motivated individuals who thrive in a culture where values and opportunities go hand in hand. With exceptional facilities, defined processes, and an empowering environment, you're sure to find a rewarding career with us.

WE OFFER:
Family owned and operated
Outstanding culture rooted in Integrity, Empowerment, Commitment, and Innovation
Work/Life balance is very important to us
Paid Vacation
Team-focused environment
Career growth opportunities with promotion from within
Ongoing training and development
Career Progression Plan
Medical, Dental & Vision Insurance
401K with company match
Paid Sick Leave
Community involvement


RESPONSIBILITIES:

Act as the initial point of contact for all IT-related issues via phone, email, or ticketing system.

Provide excellent customer service and establish a positive rapport with end-users.

Problem Identification and Resolution:

Diagnose and troubleshoot hardware, software, and network issues.

Escalate complex issues to Level 2 support or appropriate teams.

Ticket Management:

Create, track, and manage support tickets in a timely and accurate manner.

Prioritize and categorize issues based on severity and impact.

User Assistance:

Assist end-users with account management, password resets, and access-related queries.

Provide guidance on software applications and basic technical tasks.

Documentation:

Document troubleshooting steps and resolutions for recurring issues.

Contribute to the knowledge base for Level 1 support.

Rotating Saturdays and On-Call:

Participate in a rotating schedule, including Saturdays, to ensure IT support coverage.

Be available for on-call duties to address urgent issues outside regular business hours.

Collaboration:

Collaborate with cross-functional teams to ensure timely issue resolution.

Provide feedback to improve processes and enhance end-user experience.

Qualifications:

Education:

High school diploma or equivalent required.

Relevant certifications (CompTIA A+, CompTIA Network+, Microsoft Certified: Modern Desktop Administrator, etc.) are a plus.

Technical Skills:

Proficient in troubleshooting Windows and Office Suite applications.

Basic understanding of network protocols and configurations.

Familiarity with remote desktop support tools.

Communication Skills:

Excellent verbal and written communication skills.

Ability to convey technical information in a clear and concise manner.

Commitment to upholding Cavender Auto Group's core values of Integrity, Empowerment, Commitment, and Innovation, while supporting our mission to deliver exceptional experiences to those we serve in all interactions with customers, vendors, and employees


We are an equal opportunity employer and prohibit discrimination/harassment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws


JOB TYPE: Full-time; In Person