Company:Driven Brands The Automotive Training Institute (ATI), the largest coaching and training company for Owners of Independent Repair Shops in the US and Canada. With over 1700 shops actively engaged in our program, we provide coaching, training and the largest buying program in the automotive aftermarket for Independent Shop Owners. Our members have cumulatively increased their Gross Profits by almost $3.0 Billion dollars through the ATI program. JOB DESCRIPTION: Automotive Training Institute (ATI) is a leading coaching and consulting company dedicated to helping automotive repair shops achieve operational excellence and growth. We provide tailored coaching, robust training programs, and innovative solutions designed to drive success for our clients. Our team is passionate about making a difference in the automotive industry, and we are seeking a skilled and customer-focused IT Help Desk Analyst to join our dynamic team. As an IT Help Desk Analyst, you will play a crucial role in providing technical support and assistance to our internal employees. Your primary responsibility will be to troubleshoot and resolve hardware, software, and network-related issues promptly and efficiently. You will serve as the initial point of contact for IT support requests, delivering exceptional customer service and ensuring that all incidents are properly documented and resolved within established service level agreements (SLAs). Responsibilities: * Serve as the first point of contact for all IT-related inquiries, incidents, and service requests via various channels (phone, email, ticketing system, etc.). * Provide timely and professional technical support, troubleshooting, and problem resolution for hardware, software, network, and other IT-related issues. * Accurately log all incidents, service requests, and activities in the help desk ticketing system, ensuring thorough documentation, and tracking of issues. * Diagnose and resolve technical problems by utilizing appropriate tools, resources, and knowledge base articles. * Escalate complex or unresolved issues to the appropriate IT teams or specialists while ensuring proper communication and follow-up until resolution. * Assist in the setup, configuration, and maintenance of end-user hardware and software systems, including computers, printers, mobile devices, and related peripherals. * Assist with onsite setup, breakdown, and support of other company required technologies (audio, video, interactive conference areas, and classrooms). * Provide guidance and support to users on basic software applications, system access, and IT policies. * Educate users on best practices for data security, password management, and general IT-related topics. * Collaborate with cross-functional teams to identify recurring issues, propose solutions, and contribute to continuous process improvement initiatives. Requirements * Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience). * Proven experience working in an IT help desk or technical support role. * Strong knowledge of Windows deployed in an enterprise environment. * Familiarity with common software applications, such as Microsoft Office, Google Chrome, Zoom, Teams, etc. * Basic understanding of computer networks, TCP/IP, DNS, DHCP, and other networking concepts. * Excellent problem-solving and troubleshooting skills with a logical approach to issue resolution. * Strong customer service orientation and ability to handle difficult or demanding users with professionalism and empathy. * Effective communication skills, both verbal and written, with the ability to convey technical information to non-technical users. * Ability to prioritize and manage multiple tasks in a fast-paced environment while adhering to SLAs. * Certifications such as CompTIA A+, Microsoft Certified Professional (MCP), or ITIL Foundation are desirable but not mandatory. * Experience with remote support tools and ticketing systems is a plus. * Onsite support required. Join our team as an IT Help Desk Analyst and contribute to the seamless operation of our technology infrastructure while delivering outstanding customer service to our users. Apply today and be part of a collaborative and supportive IT environment. #LI-LW1 #DBCORP Position Location: Maryland Compensation Range: $25.50 - $45.50 Compensation Frequency: Annual Base pay offered may vary depending on actual location, job-related knowledge, skills, and experience. Supplemental pay types may include commissions or bonus incentives, depending on the role. Driven Brands offers a variety of health and wellness benefits including paid time off and holiday pay. Details regarding our benefits can be found here: https://www.drivenbrandsbenefits.com