20017 - Senior Service Desk Rep

Job Description

Job Description

20017 – Senior Service Desk Rep

Hyundai AutoEver America (HAEA), 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 AutoEver America is the place to grow your career. Join us and be part of the transformation that’s driving the future of automotive innovation. 

Job Summary

Provides technical support to end users by maintaining, analyzing, troubleshooting, and repairing computer systems, hardware, software, and peripheral equipment. Installs, configures, and supports desktop and laptop systems while ensuring timely resolution of technical issues and adherence to IT service standards. Performs limited network support and assists with asset management activities.

Essential Functions

• 40% Install, configure, maintain, troubleshoot, and repair PCs, laptops, printers, mobile devices, and peripheral equipment.
• 20% Provide end-user support by diagnosing and resolving hardware, software, operating system, and connectivity issues.
• 10% Manage imaging, deployment, and system administration activities for workstations and laptops.
• 10% Open, update, document, and close incidents and service requests through the Help Desk ticketing system.
• 10% Perform user account setup, profile backup/restoration, software installations, and data migrations.
• 5% Maintain accurate inventory records, asset labeling, and documentation of hardware and software.
• 5% Adhere to IT Service Desk standards, procedures, and service level expectations to ensure priorities and goals are met.

Essential Functions Works on assignments of moderate scope where analysis of situations or data requires evaluation of multiple factors. Exercises judgment within established procedures and best practices to determine appropriate actions. Builds productive relationships with internal customers, vendors, and support teams.Ensures timely resolution of end-user technical issues with minimal disruption to business operations. Escalates incidents and requests when issues fall outside the scope of responsibility or require specialized expertise.

Requirements

• Three (3) or more years of experience providing technical support, desktop support, or maintaining computer systems and hardware in a corporate environment.
• Proficiency with Microsoft Windows operating systems and Microsoft 365 applications (Word, Excel, Outlook, PowerPoint).
• Strong hardware and software troubleshooting skills.
• Basic understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless connectivity.
• Experience with imaging and deployment technologies.
• Experience using ITSM or Help Desk ticketing systems.
• Knowledge of Active Directory, user account administration, and group policy.
• Strong customer service, communication, and documentation skills.
• Ability to prioritize and manage multiple support requests.
• Preferred - CompTIA A+
• Preferred - Microsoft Certified Professional (MCP), Microsoft Modern Desktop Administrator, or equivalent Microsoft certification.

Team Culture:  
Our team is driven by a shared commitment to collaboration, innovation, and continuous learning. We cultivate a supportive and inclusive environment where every member is empowered to contribute ideas, adapt to change, and grow professionally. With a strong passion for technology and a focus on agile practices, we work together to shape the future of automotive manufacturing.
Passion & Innovation: We embrace emerging technologies and encourage creative thinking to drive transformation in the automotive industry.
Agility & Growth: Operating in an agile environment, we prioritize adaptability and offer opportunities for personal and professional development.
Teamwork & Inclusivity: Collaboration and mutual support are at the heart of our success, and we value diverse perspectives to foster a welcoming and effective team dynamic.  

Pay Range - $21/hour to $28/hour

In addition to a competitive salary, this position offers a fantastic benefits package that includes comprehensive medical/dental coverage, generous PTO, education assistance, and annual merit increase eligibility in a growth-focused work environment. Relocation assistance available!

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