Help Desk III

Job DetailsJob Location: LAS VEGAS, NV 89104Position Type: Full TimeAutoSavvy  At AutoSavvy, we take pride in fostering career growth and promoting from within. With 2-4 new stores opening each year, there are abundant opportunities for those motivated to learn, grow, and advance. With nearly 20 years in business, we have built a steady pipeline of high-quality, exciting vehicles, overcoming supply challenges and ensuring our team always has great options to offer.    Job Summary  As an Help Desk III, you will serve as a senior technical resource responsible for troubleshooting, maintaining, and improving IT systems across the organization. You will support hardware, software, security initiatives, while assisting with strategic IT projects.    Help Desk III Job Responsibilities:  Serve as the primary escalation point for complex technical issues that cannot be resolved by Tier I or Tier II support personnel. Diagnose and resolve advanced problems involving desktops, laptops, mobile devices, operating systems, enterprise applications, network connectivity, printers, peripherals, and collaboration tools. Troubleshoot identity and access issues, including user accounts, permissions, multifactor authentication, single sign-on, and directory services. Perform root-cause analysis for recurring or high-impact incidents and implement long-term corrective actions. Manage assigned incidents and service requests from initial escalation through resolution while meeting established service-level agreements. Coordinate with infrastructure, cybersecurity, networking, application, and vendor support teams to resolve incidents affecting multiple users or business-critical systems. Provide timely, professional updates to users, management, and other stakeholders throughout the incident-resolution process. Support the deployment, configuration, maintenance, and replacement of end-user hardware and software. Use approved administrative and remote-support tools to investigate issues, apply configuration changes, deploy software, and restore services. Create and maintain technical documentation, troubleshooting procedures, knowledge-base articles, system configurations, and resolution records. Mentor Tier I and Tier II technicians by providing technical guidance, reviewing escalations, sharing best practices, and supporting skills development. Identify training needs and contribute to technical training sessions for support staff and end users. Monitor incident trends and service-desk metrics to identify recurring problems, knowledge gaps, and opportunities for process improvement or automation. Participate in problem, change, and asset-management activities in accordance with organizational policies and IT service-management practices. Test software updates, patches, system changes, and new technologies before deployment to the broader organization. Follow cybersecurity policies and promptly identify, document, and escalate suspected security incidents, vulnerabilities, or unauthorized activity. Protect confidential and sensitive information by adhering to access-control, data-protection, and acceptable-use requirements. Support major incident response efforts, including impact assessment, technical troubleshooting, stakeholder communication, service restoration, and post-incident review. Maintain accurate records of support activities, equipment assignments, system changes, and resolutions in the organization’s service-management platform. Maintain current knowledge of organizational systems, emerging technologies, cybersecurity threats, and industry best practices. Perform other related technical-support duties and participate in IT projects as assigned. 10% Business travel.   Qualifications & Requirements  5 to 10 years of experience in IT support, system administration, or network management.  Associate or Bachelor's degree in Information Technology, Computer Science, or a related field (or equivalent experience).  Advanced knowledge of Windows operating systems and knowledge of IOS.  Experience with Azure, Group Policy, and Office 365 administration.  Experience with Intune and Entra administration.   Experience with Co-Pilot or Chat GPT AI platform knowledge would be ideal.  Experience building AI bots is preferred.   Knowledge of Cisco Meraki is preferred.    Familiarity with cloud computing platforms (Azure) is a plus.  Knowledge and understanding of AI principles and practices.  Experience with IT security best practices and compliance requirements.  Excellent problem-solving skills and the ability to work independently is a must.  Strong communication and interpersonal skills to interact with end-users.  Automotive dealership software experience preferred.  CCNA preferred.   Requirements:  Active drivers license and clean driving record  Ability to pass a background check  Authorization to work in the U.S    Benefits:  Comprehensive Benefits: Medical, Dental, and Vision coverage, HSA match, TelaDoc, Pharmacy Discount Programs, and Employer paid Life Insurance Employee Assistance Program: Free of charge for personal uses such as support and general resources Additional Perks: Pet Insurance, Gym Discounts, and an Employee Vehicle Purchase Program, Volunteer PTO Program Retirement Savings: Employer matching contributions  Paid Time Off: Among the best PTO policies in the industry Paid Holidays: 7 major holidays   Schedule:  Full Time  Monday to Friday   9 AM to 6 PM or 7 AM to 4 PM    Physical Requirements:  Sitting at a desk for extended periods while working on a computer.  Occasionally lifting and moving IT equipment (e.g., servers, desktops, network devices) weighing up to 50 lbs.  Crawling under desks or accessing server racks for cable management and hardware setup.  Possible on-call or after-hours support for system maintenance, updates, or emergency troubleshooting.    Work Environment:  In office and indoor work setting    Travel to location on occasion   AutoSavvy provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type 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. All offers of employment at AutoSavvy are contingent upon clear results of a thorough background check and motor vehicle report (MVR). Background checks and MVRs will be conducted on all final candidates offered employment. AutoSavvy participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the United States. TAG3Qualifications