IT Help Desk

We are proud to be part of a family-owned and operated tradition dating back to 1948, when Richard Fischer opened Suburban Motors as a single-point Oldsmobile dealership in Birmingham, MI. In April 2021, Suburban sold its dealership operations and non-dealership business operations remained under the sole direction of the Fischer family and Suburban Automotive Services was born. Suburban Automotive Services is the parent company for four distinct business verticals: Suburban Accessories, GLS North America, Competitive Vehicle Services and The Paint Shop.

Suburban Accessories is the country's largest OEM accessories distributor. We sell and deliver GM and Ford accessories to authorized dealers across the Midwest and Florida. We also distribute AC Delco, Motorcraft and Mopar parts to dealers and aftermarket independent garages. We are comprised of 5 individual ADIs (GM) and 5 individual FADs (Ford), all of which contribute to $500M in total annual sales. Our values are encapsulated by the acronym DRIVEN (Dedicated to service, relationship focused, versatile in our thinking, high standards for excellence and accountable (notable) for our actions).

Why Work for Us:

Multiple benefits package options that include medical, dental, vision, and disability options.
401K program with company match.
Company stability with over 70 years of proudly serving the community.
Team member values driven Recognition Program.
Milestone Recognition Program.
Above market paid sick and vacation at 30 days, bereavement leave, and jury duty pay.
Diverse and inclusive work force with variety of skills and knowledge.
Career and growth opportunities with focus on team member development.
As the IT Helpdesk Analyst, you will provide first-level contact and support for all IT-related issues experienced by Suburban Automotive Services team members. The IT Helpdesk Analyst will triage the incoming support requests and either resolve the issue or escalate the issue, as necessary, ensuring support requests are handled and resolved promptly as required by the department service level standards.

IT Helpdesk Analyst Responsibilities Include: Answer phones, review e-mails, respond to helpdesk tickets, and provide first-level contact.
Troubleshoot and resolve reported IT issues. Ensure documentation is in the helpdesk ticketing system.
Properly escalate unresolved issues to the next level of support.
Track, route, and redirect problems to correct resources.
Walk users through the problem-solving process when applicable.
Follow up with users, provide feedback, and see problems through to resolution.
Utilize excellent customer service skills and exceed users' expectations.
Ensure proper recording, documentation, and closure of tickets.
Continue to grow your knowledge using all resources available.
Install computer hardware and peripherals as required.
Perform routine maintenance on equipment.
Travel to local sites, as necessary.
Stage and install computer hardware and software as needed.
Assist with IT infrastructure projects as required by the department needed.
Adhere to Suburban Automotive Service's DRIVEN values and align business practices to support the SAS mission and vision.
IT Helpdesk Analyst Qualifications and Skills: Ability to read, write, and speak English.
Ability to pass the drug screen and background check.
Advanced multi-tasking, time-management, critical thinking, analytical and problem-solving skills.
Must be able to work independently and in a team setting.
Must be able to work in a fast-paced environment with the ability to meet accelerated timelines.
Must be attentive to details.
Proven working experience in providing IT help desk support.
Working knowledge of help desk software, basic database use, and remote control.
Proficient understanding of computer hardware, and the ability to provide tactical support for hardware and software issues.
Ability to support Microsoft Windows operating systems.
Basic knowledge of computer network concepts and infrastructure.
Strong client-facing and communication skills.
Excellent customer service skills.
Ability to provide basic training to users.
Strong verbal and written communication skills.
Highly motivated and passionate about technology.
High School Diploma or GED required.
IT Helpdesk Analyst Working Conditions and Physical Demands Include: This position will require travel to local sites when needed.
Must be able to lift 20 pounds.
This is an office position that requires minimal walking, standing, and lifting. Applicants must be okay with sitting for extended periods of time.
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.

Other details Pay Type Hourly

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