IT Help Desk

Job Summary:

Provide Tier 1 technical support for hardware, software, network, and peripheral devices to all Tony Group locations and departments. Serve as the first point of contact for associates requiring technical assistance by troubleshooting issues, resolving common technical problems, and escalating complex issues when necessary. Responsible for supporting the company's Vision: "Best place to work & Best place for our guests to do business" and Mission: "Build long-term relationships with our associates & guests & make a positive difference in our community."

Essential Job Responsibilities:

• Answer incoming help desk calls, emails, and support requests in a professional and timely manner.
• Respond to and resolve assigned IT support tickets within established service level expectations.
• Provide first-level support for desktops, laptops, printers, mobile devices, phones, software applications, and network connectivity.
• Install, configure, and maintain computer hardware, software, and peripheral equipment.
• Assist with user account creation, password resets, permissions, and access requests.
• Troubleshoot Microsoft Windows, Microsoft 365, Outlook, Teams, and common business applications.
• Document, track, and monitor support requests using the company's ticketing system.
• Escalate unresolved or complex technical issues to Tier 2 or the IT Manager.
• Assist with workstation setup, equipment deployment, and employee onboarding/offboarding.
• Maintain accurate inventory of IT equipment and related assets.
• Follow IT security policies and procedures while protecting company data and systems.
• Provide courteous customer service while educating associates on basic technology best practices.

Additional Responsibilities: Adhere to the Tony Group Standards

• SMILE: Be positive and respectful to everyone.
• GREET: Greet everyone within five feet.
• HELP: Help every guest or find someone who can.
• THANK: Remember to always thank the guest.
• GOLD: Go for Gold (Grand Opening Look, Daily).

Required Skills/Abilities:

• Excellent verbal, written, and interpersonal communication skills.
• Strong customer service orientation.
• Excellent organizational and time management skills.
• Ability to troubleshoot technical issues in a fast-paced environment.
• Basic understanding of Windows operating systems, Microsoft 365, networking, and computer hardware.
• Ability to prioritize multiple requests and meet deadlines.
• Strong analytical and problem-solving skills.
• Ability to work independently and collaboratively within a team.
• Willingness to learn new technologies and adapt to changing business needs.

Education and Experience:

• Associate's degree in Information Technology, Computer Science, or related field preferred.
• 1–2 years of IT Help Desk or technical support experience preferred.
• Equivalent combination of education and experience will be considered.
• CompTIA A+ certification preferred.

Physical Requirements:

Regularly required to stand, walk, sit, kneel, crawl, and work in a variety of locations including offices, service departments, technician bays, rooftops, and storage areas. Must be able to lift, carry, and install equipment weighing up to 50 pounds. May occasionally work on ladders and under desks while installing or troubleshooting equipment.