IT Support Specialist

Job Description

We are looking for a talented Help Desk Technician to provide responsive and friendly technical assistance on computer systems. You will answer questions on basic technical issues and offer advice and provide solutions to solve them.

An excellent Help Desk Technician must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. They must also be customer-oriented and patient to deal with difficult customers.

The goal is to create value for clients that will help preserve the company’s reputation and business.

• Serve as the first point of contact for customers seeking technical assistance over the phone or email


• Perform troubleshooting through diagnostic techniques and pertinent questions


• Perform setup and troubleshooting of end user equipment


• Determine the best solution based on the issue and details provided by customers


• Walk the customer through the problem-solving process


• Direct unresolved issues to the next level of support personnel


• Provide accurate information on IT products or services


• Record events and problems and their resolution in logs


• Follow-up and update customer status and information


• Pass on any feedback or suggestions by customers to the appropriate internal team


• Identify and suggest possible improvements on procedures

• Computer troubleshooting experience


• Good understanding of computer systems, mobile devices, and other tech products


• Experience with MacOS and Windows


• Ability to diagnose and resolve basic technical issues


• Excellent communication skills


• Customer and team-orientated

Benefits include paid vacation days and holidays, comprehensive health insurance, optional 401(k) plan, and employee wellness program.

This brief summary of benefits is a guideline only and is subject to change at any time. For complete details, please contact Human Resources.

You will accrue PTO on the last day of each month, for a total of sixteen (16) days per calendar year. Additional days are earned after four years of full-time service per the policy outlined in our employee handbook (maximum 26 days).

You will receive one (1) business day of regular pay for each holiday for which the company closes. The company currently closes for New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day and Christmas Day.

You will be eligible for health insurance coverage on the first day following the completion of your first thirty (30) days of full-time employment.

Tire Rack also offers voluntary dental, vision, life and AD&D, and disability benefits, which you will be eligible to participate in after thirty (30) days of full-time employment.

You will also be eligible to participate in the company's 401(k) plan upon reaching age 21 and completing 1,000 hours of service within the 12-month time-period following your date of hire. Your entry date will be the first day of the month coinciding with or next following the date you satisfy both the age 21 and the hours-of-service eligibility requirements. The company will contribute $1.00 in your name for each $1.00 that you contribute to the Plan, up to a maximum of 6% of the employee's eligible compensation. The company's contribution fully vests after three years of full-time employment.

The employee wellness program's mission is to establish and maintain a workplace culture that supports the health and positive well-being of all company employees. You will have the opportunity to participate in many events and activities to help you achieve your personal well-being goals.

The core of the wellness program consists of periodic on-site biometric screenings, Employee Assistance Program, Take60 lunch and learn sessions, discounted gym memberships, and volunteer opportunities to give back. Access to program information is provided on our internal wellness website, private Facebook group, and wellness bulletin boards.