IT Help Desk Technician - Tier 1

Fields BMW Northfield is seeking a positive team leader to join our dynamic dealership to provide a luxury experience to both our internal and external customers! Our goal is to provide the best customer experience and create lifelong relationships. 

Being family-owned and operated, our culture and standards that define our day-to-day beliefs encompass Fields Five: Safety, Integrity, Courtesy, Presentation, and Efficiency. We have a common purpose to ensure transparency and a collaborative environment, where team members are encouraged to express their ideas and are strongly supported in promoting from within the organization.

The Help Desk Technician provides first-line IT support, resolving user issues, managing access provisioning (including VoIP services), and supporting standard systems (Windows, macOS, iOS).

Responsibilities

• Provide Level 1 support for operating systems, M365, peripherals, and standard software.
• Manage user access changes in VoIP services and other business systems using role templates.
• Troubleshoot and assist with DMS (CDK and Reynolds) workstation-level issues.
• Triage tickets, resolve, escalate appropriately, and document solutions.

Required Experience & Skills:

• Experience in IT support, help desk, or related customer-facing technical roles.
• Proficient in troubleshooting Windows, macOS, iOS.
• Familiarity with M365, ticketing systems, and VoIP services.
• Strong internal customer service skills.
• DMS (CDK/Reynolds) familiarity preferred but not required.

Preferred Qualifications:

• IT-related degree or certifications preferred (e.g., CompTIA A+), not required.

Success Metrics:

• First response within 24 hours.
• High resolution rate with accurate escalation.
• Accurate user access provisioning.

What We Offer - Benefits

Medical, Dental, Vision, Short- and Long-Term Disability, Paid Basic Life Insurance, 401(k) Plan, Personal Time Off, Paid Training, Employee vehicle purchase plans, Health and wellness, Saturday Lunches, Discounts on products and services