The IT Helpdesk Technician is responsible for providing Tiers 1 and 2 support to end user applications, network, and telephony systems critical to business continuity. This position is accountable for providing a high degree of customer service to Dolan Auto Group staff in supporting and maintaining Windows desktop environments. This position is also responsible for providing and supporting project level work as assigned by the Director of IT.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Primary duties and responsibilities include, but are not limited to, the following:

• Respond, troubleshoot, and resolve Tiers 1 and 2 service desk tickets per internal Service Level Agreement (SLA) parameters to keep ticket queue at an acceptable volume
• Identify, analyze, research, diagnose, and resolve technical problems for internal customers computers, printers, mobiles devices, and printers
• Communicates and follows through with internal customers on ticket status, troubleshooting efforts, and resolution
• Provides the requisite documentation on troubleshooting and issue resolution
• Provide technical assistance for projects as assigned by the Director of IT or Systems Analyst
• Provide basic user account and organizational unit (OU) maintenance in Active Directory (AD) and Office 365

QUALIFICATIONS

• 
  High School Diploma required.
• 1-3 years’ full time Help Desk experience providing direct support to internal customers
• Experience with Helpdesk ticketing systems
• Experience with office productivity, reporting, and writing technical documentation
• Strong end user technology understanding and troubleshooting skills
• Experience supporting Software as a Service (SaaS) based applicaitons
• Experience in working with IT monitoring and event management tools

PHYSICAL DEMANDS

Must be able to stand for long periods of time, repetitive body movement, squatting, twisting, kneeling, bending, stooping, fast paced walking and light jogging when necessary, lifting or moving of up to 50 pounds without assistance at various times, and exposure to weather, where extreme temperature ranges may be encountered.

Why Dolan?

We are an exciting, dynamic, and highly successful team. We are big community supporters and provide a fun, exciting, and collaborative workplace where growth and advancement opportunities abound. We offer a generous comprehensive compensation and benefits package.

Benefits:

After 90 days (about 3 months) every full-time Dolan Auto Group employee will receive the following benefits:

• Paid Time Off/Vacation.
• Employer Paid Health Insurance.
• Employer Paid Dental Insurance.
• Employer Paid Vision Insurance.
• Employer Paid Short Term Disability Insurance.
• Employer Paid Term Life Insurance.
• Employer Matched Christmas Club Savings Fund.
• Employee pricing on vehicle purchases, service, and parts.
• Training, tuition, and certification reimbursement for job specific training.
• Exclusive employee discounts available through select local businesses.

401k Retirement Plan:

In addition, optional Allstate supplemental benefits are available at the employees expense including additional dental, vision, short term disability, accident, cancer, etc.

Why Should You Apply?

At Dolan Auto Group, it's all about the drive. The drive to do better. To improve each, and every day. To move expectations forward. To break away from the status quo, and to connect to our community like never before. Not only are we big community supporters, but we also provide a fun, fast paced, and rapidly growing workplace where growth and advancement opportunities abound for over 600 local residents, we call the Dolan Family.

A Few Things Worth Knowing about Dolan Auto Group:

Dolan Auto Group has been serving the Reno Tahoe community since 1982, currently employing over 600 local residents. We take pride in being a family owned and operated business dedicated to treating our employees and customers like family, all while working to make a difference in the lives of those in our community who need it most.

• Voted Best Place to Work and received 1st place: 2020, 2021, and 2022.
• Best Place to Work Finalist 2016, 2017, 2018 - voted for by over 600 employees.
• Most Philanthropic Business by NNBW.
• Business Recognition Program Honored by the City of Reno.

Get In and Join the Family!

Qualifications:

• High School diploma or equivalent.
• Possess an acceptable driving record and a valid driver's license.
• Be at least 18 years of age.
• 1-3 years related experience on an IT Helpdesk or as a client side technical support analyst preferred.
• Experience with Helpdesk and customer relationship ticketing systems.
• Experience with office productivity, reporting, and technical documentation software.
• Experience with monitoring and event management tools.
• Experience with Scheduled Tasks and enterprise job schedulers.
• Strong end user technology understanding and troubleshooting skills.
• Ability to multi-task in a fast-paced work environment.
• Strong organizational skills and detailed oriented.
• Strong communication skills.
• A team player who is focused on providing exemplary customer service.

Physical Demands:

Physical demands include, but are not limited to:

• Must be able to stand for extended periods of time.
• Repetitive body movement such as squatting, twisting, kneeling, bending, stooping, fast paced walking and light jogging when necessary.
• Lifting or moving up to 50 pounds without assistance at various times.
• Exposure to weather, where extreme temperature ranges may be encountered.