Job Description

20117 - Service Desk Rep I
Location: West Point, GA

Hyundai AutoEver America (HAEA) is the dynamic IT powerhouse behind Hyundai Motor Corporation, a Fortune 500 global leader in the automotive industry. As a key affiliate, we provide cutting-edge IT services and support to top brands including Kia, Genesis, Hyundai Translead, Hyundai Mobis, Hyundai Capital, and Glovis.
HAEA offers a truly global and collaborative environment. Here, you’ll drive innovation, boost operational efficiency, and help shape the future of mobility for the Hyundai Motor Group.
At HAEA, we understand that IT is the cornerstone of today’s fast-evolving digital world. By uniting all IT resources under one roof, we deliver consistent, top-quality solutions while serving as the crucial information link between Hyundai’s Global Headquarters and North American operations.
If you’re passionate about technology and eager to make a real impact at a world-class company, Hyundai AutoEver America is the place to grow your career. Join us and be part of the transformation that’s driving the future of automotive innovation.
Website: http://www.haeaus.com

Provide initial employee support for technical inquiries received via phone, email, messaging applications, and walk-up requests. This is a Fulltime direct hire role that requires active mobility to assess problems and resolve basic support issues directly at the user’s workstation. The candidate will troubleshoot software and hardware issues on laptops, desktops, tablets, and smartphones, and log all support tickets in the tracking system. Due to the nature of the factory work environment, issues that cannot be resolved quickly must be escalated to the next level immediately to avoid and/or minimize downtime.

Key Responsibilities:

• Technical Support: Provide desk-side and remote technical support to users across departments and building locations.
• Ticket Management: Manage assigned tasks and timely respond to, document, and process Helpdesk tickets using ITSM or other approved systems.
• Hardware Support: Install, configure, maintain, and troubleshoot PCs, laptops, networked printers (including laser, label, and dot matrix), and related peripherals.
• Imaging: Perform system imaging and related administration for PCs, laptops, scanners, and other networked devices as assigned.

• Incident Documentation: Open, update, and close incidents in ITSM or other Helpdesk applications, ensuring accurate history and resolution notes.
• Data Management: Backup and restore user profiles and data in accordance with established procedures.

• Asset Management:
  • Follow asset naming and labeling standards.
  • Register IT assets in the asset management system.
  • Participate in scheduled physical asset inventory audits as required.

• Escalation: Escalate complex or unresolved issues to Service Desk Rep II or management when appropriate.
• Other Duties: Perform other duties as assigned by management.

Basic Qualifications:

• High School diploma or equivalent experience
• 0–1 year of experience in IT or strong technical aptitude (entry-level candidates welcome)
• Basic understanding of networking concepts and Windows operating systems
• Strong troubleshooting and logical problem-solving skills
• Proficiency with Microsoft Office and basic knowledge of Microsoft Exchange
• Ability to multitask, prioritize incoming requests, and work effectively both independently and in a team environment

Preferred Qualifications:

• Familiarity with security solutions such as antivirus, DRM, or similar technologies
• Strong customer service skills with the ability to communicate effectively with internal and external users
• Excellent written communication skills, including proper grammar, spelling, and formatting
• Prior exposure to IT support or help desk environments

Availability:

• Work Schedule: Scheduled hours may vary and are determined based on business and operational requirements within a three‑shift operation.
• 24/7 Operation: As this facility operates 24 hours a day, 7 days a week, the candidate must be available to provide coverage for different shifts (including nights, weekends, or holidays) from time to time as business needs dictate.

Physical Requirements:
This position may involve routine movement throughout the facility and hands‑on interaction with IT equipment in order to support users and perform installations. Reasonable accommodation may be made in accordance with applicable law.

• Mobility: Ability to move between departments and work areas to provide desk‑side support and equipment setup.
• Equipment Handling: Ability to handle, transport, and install standard IT hardware such as computers, monitors, and printers.
• Positioning: Ability to perform job‑related tasks that may require bending, reaching, or accessing areas such as under desks to connect or install equipment.

Salary range:
In addition to a competitive salary, this position offers a fantastic benefits package that includes comprehensive medical/dental coverage, generous PTO, education assistance, and annual merit increase eligibility in a growth-focused work environment.

Team Culture: 
This team operates in a fast-paced, hands-on manufacturing environment where collaboration, responsiveness, and customer focus are critical. Team members support one another to keep operations running smoothly, take pride in providing reliable desk-side support, and continuously build their technical skills while helping end users be successful:

• Collaborative & Supportive: Team members work closely together, sharing knowledge and stepping in to help ensure users are supported and downtime is minimized.
• Customer-Focused Mindset: Strong emphasis on professional, approachable, and solution-oriented support for users across all shifts and departments.
• Ownership & Accountability: Individuals take responsibility for issues from intake through resolution or escalation, ensuring accurate documentation and timely follow-through.
• Learning & Growth Oriented: Encourages ongoing skill development, hands-on learning, and exposure to a wide range of technologies in a dynamic factory setting.

Our Company adheres to the equal employment opportunity guidelines set forth by federal, state and local laws. The information requested on this form is sought in good faith and will not be used to discriminate against the applicant based on race, religion or creed, color, national origin, ancestry, physical disability, mental disability, medical condition, genetic characteristics, marital status, sex or gender (which includes pregnancy, childbirth, or related circumstances), gender identity, gender expression, age, citizenship, sexual orientation, family care or medical leave status, military and veteran status, political affiliation, or any other characteristic protected by federal, state and local laws.