Help Desk Technician

Location: 1801 Fulton Road (mailing: PO Box 820)
Fultondale, AL, 35068

Career Paths || Network of 30 Dealerships || Disability Insurance || Paid Time Off (2wks 1st year) || Nextran Paid Life Insurance

Family Centered Values || Medical and Dependent Care FSA || 401(k) Retirement Plan with Match || Company-Paid Holidays || EAP

Great Medical, Dental, & Vision Benefits || Social Responsibility Opportunities || 28+ Years of Industry Experience || Professional Growth

Overview

The Help Desk Technician provides first-line technical support to employees across all locations, ensuring timely resolution of hardware, software, and Microsoft 365 issues. This role is critical to maintaining smooth daily operations, supporting end-users with professionalism, and escalating complex issues appropriately. The technician works closely with the IT Director and System Administrators to uphold security standards, maintain accurate documentation, and contribute to continuous improvement of IT processes.

Key Responsibilities

• Respond to help desk tickets and phone calls, providing first-tier troubleshooting and support.
• Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, and other hardware.
• Support Microsoft 365 applications, including Outlook, Teams, One Drive, SharePoint, and basic admin tasks within the M365 environment.
• Assist users with password resets, account access issues, MFA setup, and basic identity/security troubleshooting.
• Install, configure, and maintain workstations, peripherals, and approved software.
• Document all support interactions, resolutions, and follow-up actions in the ticketing system.
• Escalate complex or high-impact issues to senior IT staff with clear notes and troubleshooting steps already completed.
• Support onboarding and offboarding processes, including device setup, account provisioning, and equipment retrieval.
• Maintain inventory of IT equipment, accessories, and replacement parts.
• Ensure compliance with company security policies, data protection standards, and acceptable-use guidelines.

Required Qualifications

• 3–5 years of experience in a help desk, desktop support, or technical support role.
• Strong hardware troubleshooting skills, including desktops, laptops, printers, and mobile devices.
• Hands-on experience supporting Microsoft 365 applications and performing first-tier M365 troubleshooting.
• Familiarity with Windows, basic networking concepts, and common enterprise software.
• Ability to communicate clearly with non-technical users and provide patient, user-friendly support.
• Strong organizational skills with the ability to manage multiple tickets and priorities.

Preferred Qualifications

• CompTIA A+ certification.
• Experience in a multi-location environment or supporting remote users.
• Exposure to Active Directory, Azure AD, or basic identity management.
• Experience with ticketing systems and IT documentation practices.
• Understanding of cybersecurity best practices and safe-computing principles.

Core Competencies for Role

• Customer service mindset with a calm, solutions-oriented approach.
• Strong problem-solving and analytical skills.
• Ability to work independently while collaborating effectively with the IT team.
• Attention to detail, especially in documentation and follow-through.
• Reliability, discretion, and professionalism when handling sensitive information.
• Customer Focus - Building strong customer relationships and delivering customer-centric solutions
• Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity
• Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Action oriented - Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Decision quality - Making good and timely decisions that keep the organization moving forward

We are a network of commercial truck dealerships committed to providing the best products and services through highly skilled associates who are focused on delivering the lowest life-cycle cost to our customers. Spanning the Southeast and Midwest United States, we provide sales, parts, and service for several leading brands, including Mack, Volvo, Isuzu, GMC, Ford, Hino, and Kalmar Ottawa. EEO Employer