IT Support Associate (HO)

Position Summary

DCD Automotive Holdings is seeking an IT Support Associate to join our team. This role sits at the intersection of day-to-day technical support and long-term systems stability - you'll help ensure our company's technology infrastructure runs smoothly across all dealership and office locations, while delivering high-touch, customer-focused service to end users.

Key Responsibilities

End-User Technical Support & Diagnostics

• Provide technical support for hardware, software, printers, mobile devices, and related technology across workstations and network equipment.
• Analyze, research, troubleshoot, and resolve support tickets involving hardware failures, operating system errors, and software issues; document and escalate as necessary. Resolve connectivity and integration issues for network peripherals (printers, copiers, scanners, and other equipment used in an auto dealership setting).
• Provide onsite and off-site support at dealership and office locations as needed, delivering in-person remediation or remote-desktop support depending on issue severity.

Connectivity, Security & Access Management

• Configure and troubleshoot network routers, managed switches, wireless, and secure remote access protocols.
• Administer user accounts, email, system access, and security permissions across platforms such as Microsoft Active Directory, Google Workspace, Tekion, Reynolds & Reynolds, and other automotive manufacturer-specific websites, etc.
• Support basic local area network (LAN) structures and connectivity troubleshooting. Knowledge of physical network wiring and how to run, troubleshoot, and repair data lines.

Device Deployment & Asset Management

• Coordinate the setup, configuration, and physical distribution of new or reallocated technology.
• Conduct regular physical and digital hardware/software inventory updates to verify licensing compliance and hardware status.
• Perform routine break/fix hardware repairs (displays, batteries, keyboards, internal components).

Systems, Backup & Implementation Support

• Assist with technology implementations, system upgrades, testing, and maintenance activities.
• Coordinate with vendors and third-party providers to resolve technical issues. Documentation & Ticketing
• Accurately log, track, prioritize, and close out incidents within Zendesk while meeting service level expectations.
• Enter complete, methodical documentation notes for all problems and resolutions to support long-term trend analysis.

On-Call & Escalation

• Participate in on-call support rotation for critical system alerts as needed. Escalate high-complexity issues to appropriate internal or vendor resources.

Other

• Adhere strictly to established IT strategies, procurement rules, data security regulations, and standard operating procedures set by department leadership.
• Perform other duties as assigned by the Chief Information Officer.

Knowledge, Skills & Abilities

• Comprehensive knowledge of troubleshooting, repairing, and optimizing end-user devices including laptops, desktops, tablets, and specialized equipment. Working knowledge of Microsoft Windows, Google Workspace, Cisco Meraki, and Cisco Phone system preferred
• Ability to translate complex technical diagnostics into clear, user-friendly solutions for non-technical staff.
• Strong organizational skills to prioritize assignments independently, manage field dispatch times, and execute hardware inventories across multiple sites.
• Strict commitment to compliance with technical standards, IT security protocols, and data privacy requirements.
• Professional composure and a customer-focused mindset when addressing urgent or unpredictable technology issues.

Qualifications

• Associate degree in Information Technology or related field preferred; equivalent experience considered.
• 3-4+ years of IT support, desktop support, help desk, or on-premises environment experience.
• Proven track record resolving Level 1 and Level 2 tickets independently. Proficiency in RMM software, VMware server virtualization, advanced networking, Veeam backup and recovery.
• Excellent customer service, communication, and interpersonal skills. Ability to prioritize multiple tasks and manage competing deadlines in a fast-paced environment.
• Valid drivers license with clean driving record.
• Must be able to travel between facilities and operate a motor vehicle safely.

Physical Working Conditions

• Requires frequent movement between dealership locations and offices across multi-floor environments; travel between facilities is mandatory.
• Frequently remains stationary for extended periods when working at a desk, repairing device components, or entering data into ticketing systems.
• Must communicate clearly and effectively in person, via email, and by phone. Continuous use of hands for fine-motor tasks (running hand tools, pulling network cables, handling device components, typing).
• Regular requirement to lift, slide, reposition, and carry technology equipment weighing up to 25-30 lbs.
• Ability to remain calm, objective, and professional when facing urgent timelines or hardware failures.