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IT Helpdesk Support Specialist  

About the Organization Proton Dealership IT provides a fully outsourced IT department tailored specifically to automotive retail. Our dealership specific experience gives us a unique insight that enables us to introduce and manage the most effective IT systems for dealerships.  

Proton Technologies, Inc. is a third-party IT services company that provides IT support and amazing customer service to over 200 auto-dealership clients across the country. We prioritize client relationships and enjoy the personal level of attention we give them. We are not the normal "ticket, ticket, ticket" IT support shop. Proton likes to keep the stress level low, the fun level high, and the quality of life excellent for our team. IT Support is a commodity, AMAZING service is not! 


Currently, Proton has an immediate opening for a Full-Time IT Helpdesk Support Specialist. Under the direction of the Helpdesk Manager, the IT Helpdesk Support Specialist is responsible for the first line of contact of all customers and must be flexible when solving a variety of client issues. Through assisting clients with a variety of technical needs, the IT Helpdesk Support Specialist must have a professional and personable demeanor that strengthens client relationships. 


Position Requirements

Primary Responsibilities of the IT Helpdesk Support Specialist: 

  • Work one-on-one with customers via phone and guide them through resolving their technical issue(s).
  • Thoroughly document client issues, troubleshooting steps given, and the resolution via Proton’s Ticketing System. 
  • Support client concerns through effective listening and a clear tone of voice.
  • Collaborate and assist co-workers on particular tickets as needed.
  • Help maintain accurate network documentation, diagrams, monitoring platforms, and alerts.
  • Troubleshoot and replace failed computing hardware on both desktop PC's and laptop computers (motherboards, NIC's, video cards, laptop monitors, laptop keyboards, etc.).
  • Work with troubleshooting switches, routers, and firewalls while maintaining a firm understanding of their roles.


Essential Qualifications: 

  • Must have at least 2-3 years experience in an IT Helpdesk/Desktop Support role.
  • One-year certificate from a college or technical school is preferred.
  • Strong understanding of Ticketing Systems, Local Exchange, and Email/Server Migrations.
  • Knowledge and experience with Windows Active Directory domains.
  • Direct experience with Microsoft 365 and GSuite.
  • Familiarity with VoIP Phone Systems.
  • Expertise with printer troubleshooting (network and local), scanner troubleshooting (network and local), and wireless troubleshooting.
  • Familiarity with Microsoft Servers lineup of products Windows Server 2003, 2008, 2012 and Microsoft Exchange Server 2007, 2010, 2013.
  • Knowledge of RMM software and Cisco (Meraki and/or SolarWinds preferred, but not required).


Non-Technical Competencies:                       

  • Reacts well under pressure.
  • Attention to detail, creating a high degree of quality over quantity.
  • Demonstrates accuracy and thoroughness towards all projects.
  • A great attitude and eye for keen documentation.
  • A deadline-driven mindset with multi-tasking expertise. 
  • Ability to use innovation and creativity in problem solving scenarios.
  • Ability to work effectively in a team environment.
  • Ability to independently organize and prioritize work assignments.
  • Exemplary customer service and interpersonal skills (must be able to professionally communicate in a technical and non-technical manner to clients).
  • Ability to perform multiple technical tasks at one time (take multiple calls, send emails, perform remote sessions with clients, etc.)


Sounds like a good fit? Apply today! 

Full-Time/Part-Time Full-Time  
Location Raleigh, NC  
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.  
Number of Openings 2  
Open Date 9/19/2019  

This position is currently not accepting applications.

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