Job Description

Job Location: AutoInc - Amarillo, TX 79101, Job Description

Provides technical support to employees and help resolve hardware, software, and network issues. The ideal candidate is customer-focused, organized, and able to explain technical information clearly.

Responsibilities

• Respond to help desk requests by phone, email, or ticketing system.
• Diagnose and resolve basic computer, software, printer, and network problems.
• Set up and maintain computers, user accounts, and other technology equipment.
• Document issues, solutions, and support activities.
• Escalate complex problems to senior IT staff when necessary.
• Provide users with basic guidance on systems and security best practices.

Qualifications: Pre-Hire Requirements

• Valid TX DL and acceptable driving record, acceptable background review, and negative drug screen

Qualifications

• High school diploma or equivalent; technical training or certification is a plus.
• Basic knowledge of computer hardware, software, operating systems, and networks.
• Strong communication, troubleshooting, and customer service skills.
• Ability to manage multiple requests and prioritize tasks effectively.
• Previous help desk or technical support experience is preferred.

Work Conditions

• Primarily works indoors in an office or technical-support environment.
• Spends extended periods working at a computer, using a telephone or headset, and responding through a ticketing system.
• May travel within the workplace to employee offices, workstations, conference rooms, or equipment areas.
• Some travel including overnight is possible.
• May occasionally work in confined or low-access areas, such as under desks or near equipment cabinets.
• Regular interaction with employees who have varying levels of technical knowledge.
• Work may involve frequent interruptions, competing priorities, and time-sensitive support requests.
• Occasional evening, weekend, on-call, or overtime work may be required for system maintenance or urgent issues.
• May be exposed to moderate equipment noise, cables, dust, and electrical or electronic equipment.

Mental Capabilities

• Ability to analyze symptoms, identify likely causes, and apply logical troubleshooting steps.
• Ability to learn and retain technical procedures, system information, and security requirements.
• Ability to communicate technical information clearly to nontechnical users.
• Ability to remain professional and service-focused while assisting frustrated users or handling urgent requests.
• Ability to organize, prioritize, and track multiple support requests accurately.
• Ability to exercise sound judgment, recognize when an issue should be escalated, and protect confidential information.
• Ability to maintain attention to detail while documenting issues, actions taken, and resolutions.
• Ability to adapt to changing technology, procedures, priorities, and workloads.

Physical Capabilities

• Ability to remain seated and work at a computer for extended periods, with opportunities to change position.
• Ability to stand, walk, bend, kneel, crouch, reach, and work under desks or around computer equipment as needed.
• Ability to use a keyboard, mouse, telephone, tools, cables, and small computer components.
• Ability to visually inspect screens, ports, connections, equipment, and printed information.
• Ability to communicate effectively in person and through telephone or electronic systems.
• Ability to move or position computers, monitors, printers, and related equipment; any specific lifting requirement should reflect the equipment actually handled in the role.
• Frequent standing, walking, sitting, grasping/gripping, writing/typing, finger dexterity, working in a confined space, eye/hand/foot coordination, hearing, speaking and vison (beyond arm’s length), bending/stooping/squatting, climbing stairs/ladders, pushing/pulling, reaching above shoulders and lift/carry 1-75lbs.

While this list is intended to be an accurate reflection of the current job, this is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. The company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, work load, rush jobs, or technological developments). Be ready and willing to perform additional tasks or duties as needed or requested by management.