Help Desk Technician

Job Description

Job Description

Purpose of the Role:

The IT Help Desk Technician serves as the front-line technical support resource for Andretti Global employees and business operations. This role is responsible for providing timely and effective support for hardware, software, network, mobile device, and user access issues while delivering an exceptional customer service experience.

Working closely with the IT Administrators, the IT Help Desk Technician supports the day-to-day operation of Andretti Global's technology environment, including Microsoft 365, desktop and laptop systems, VoIP communications, printers, and business applications. This position plays a critical role in maintaining employee productivity, supporting business continuity, and ensuring a positive user experience across the organization.

The IT Help Desk Technician serves as the primary IT support resource for corporate and shop operations when IT Administrators are supporting trackside activities and is expected to participate in on-call support and after-hours issue resolution as business needs require.

Responsibilities:

End-User Support & Help Desk Services

• Serve as the primary point of contact for employee technical support requests.
• Provide support via phone, email, remote support tools, and in-person interactions.
• Troubleshoot and resolve hardware, software, network, printer, mobile device, and account access issues.
• Escalate complex or critical issues to the appropriate IT resource while maintaining ownership and communication with the customer.
• Deliver exceptional customer service by responding to requests with professionalism, urgency, and accountability.
• Maintain accurate records of incidents, service requests, troubleshooting activities, and resolutions.
• Develop and maintain support documentation, user guides, and knowledge base articles.
• Assist with onboarding and offboarding activities, including equipment deployment, account setup, and access management.
• Support conference room technology, collaboration tools, and audiovisual equipment.

IT Operations Support

• Install, configure, deploy, and maintain desktop and laptop systems, mobile devices, printers, and related peripherals.
• Assist in the administration and support of Microsoft 365 environments.
• Support Microsoft and Apple operating systems and associated software applications.
• Maintain technology asset inventories and equipment records.
• Assist with system updates, patching, upgrades, testing, and routine maintenance activities.
• Follow established IT security, access control, and data protection standards.
• Identify opportunities to improve support processes and user experience.

Race Weekend & Coverage Support

• Serve as the primary IT support resource for Andretti Global corporate and shop operations during race travel and weekends when IT Administrators are supporting trackside activities.
• On-call support to provide technical assistance during race weekends and other business-critical events.
• Respond to urgent technology issues outside normal business hours as required.
• Troubleshoot and resolve end-user issues independently and escalate critical matters when necessary.
• Support remote users, corporate staff, and non-race team personnel with technical support needs.
• Monitor and respond to IT requests to ensure minimal disruption to business operations during race weekends.
• Maintain clear documentation and communication regarding incidents, outages, and support activities during race events.
• Provide continuous technical support coverage during IT Administrator absences, vacations, and business travel.

Position Qualifications:

Education & Experience

• High School diploma or equivalent required; Associate degree in Information Technology or related field preferred.
• One (1) to three (3) years of experience in Help Desk, Desktop Support, Technical Support, or a related IT role preferred.
• Experience supporting end users in a fast-paced business environment preferred.

Knowledge, Skills & Abilities

• Working knowledge of Microsoft 365 applications and services.
• Experience supporting Microsoft Windows operating systems; Apple macOS and iOS experience preferred.
• Basic understanding of Active Directory/Entra ID, networking concepts, and user account administration.
• Familiarity with computer hardware, peripherals, printers, and mobile device support.
• Experience using ticketing and service management systems preferred.
• Strong troubleshooting and diagnostic skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong organizational skills with the ability to prioritize multiple requests and deadlines.
• Ability to work independently while collaborating effectively with team members.
• Ability to maintain confidentiality and handle sensitive information appropriately.
• Willingness to work flexible schedules, including evenings, weekends, and on-call assignments as business needs require.

Core Competencies:

• Customer Service Excellence – Demonstrates professionalism, patience, and responsiveness while delivering a positive support experience to all users.
• Technical Troubleshooting – Effectively diagnoses and resolves hardware, software, network, mobile device, and system issues.
• Communication Skills – Clearly communicates technical information to both technical and non-technical audiences in verbal and written formats.
• Problem Solving & Critical Thinking – Analyzes issues, identifies root causes, and implements practical solutions with minimal disruption to operations.
• Accountability & Ownership – Takes responsibility for support requests from initial contact through resolution and follow-up.
• Adaptability & Flexibility – Responds effectively to changing priorities, urgent situations, and the unique demands of race weekends and business-critical events.
• Time Management & Prioritization – Manages multiple support requests simultaneously while maintaining service levels and meeting deadlines.
• Teamwork & Collaboration – Works effectively with IT Administrators, vendors, business users, and remote teams to resolve issues and support organizational goals.
• Documentation & Attention to Detail – Maintains accurate records of support activities, asset inventories, configurations, and technical procedures.
• Technical Learning Agility – Demonstrates initiative in learning new technologies, systems, and support practices to enhance technical capabilities.
• Dependability & On-Call Readiness – Maintains reliability and responsiveness during on-call rotations, race weekends, and after-hours support situations.
• Information Security Awareness – Follows established security policies and promotes safe technology practices to protect organizational data and systems.

Andretti Global is an Equal Opportunity Employer