IT Support Tier 1

The IT Support Tier I Technician is responsible for providing IT end user support and software, hardware and network assistance. Relies on experience and judgment as well as pre-established Policies, Processes and Procedures to identify, research and resolve technical problems presented through Level I, II and III IT Help Desk tickets. Possesses a strong generalist, IT technical skill set.

Duties/Responsibilities

Troubleshoots and resolves trouble tickets related to provisioning with all applicationsTriages Level II and Level III Incident and Service Request ticketsTroubleshoots and resolves incident tickets related to technical difficulties with hardware, software, and the networkDocuments, tracks and monitors incidents and Service requests to ensure a timely resolutionResolves Level I incident and service request ticketsValidates with internal customers the incident or service request has been resolved and update the ITSM ticketing systemInterface effectively with IT infrastructure, security, applications management, database and government personnelCommunicates effectively with IT team and dealership personnelActively contribute to IT Continual Service Improvement effortsAbility to complete multiple simultaneous project and support tasks in a timely mannerResolves access issues in accordance with policyCollaborates with IT to resolve access/setup standard profilesVerifies issue resolution on the customer's behalfVerifies with the customer that the issue has been resolved and update the ticketing systemInterfaces with IT Tier I and II personnelCommunicates progress and issues in a timely mannerActively contributes to ongoing process improvementPerforms other related duties to benefit the mission/vision of the organization

Education & Experience

Strong communication, time management, organization, interpersonal skillsStrong analytical, problem solving and technical troubleshooting skills5+ Years IT customer support/help desk experienceWorking Knowledge of ITIL v3 Foundations MethodologyWorking knowledge of MS operating systems and applicationsCisco Call Manager experience a plusAutomotive Software experience a plus

Pay and Recognition:

Weekly payPay range: $19.92 - $29.88Paid holidays & paid time offPaid trainingStock Awards(select management and front-line team member's eligible

Insurance / Retirement:

Insurance: medical, vision, dental, accident, critical illness and hospital indemnity plansUp to 12 weeks paid pregnancy leave (disability leave)Paid Parental LeaveHealth savingsFlex spending accounts (tax free)Short-term and Long-term disability plansLife Insurance (Whole Life and Term)401k with company match

Learning, Tuition Assistance and Career Development:

Digital career path tool to assist with career developmentContinuous training through Asbury's Internal Learning Management System

Professional growth and development opportunities Additional advantages:

Student loan relief resourcesEmployee assistance programEmployee discounts on parts and service repairsScholarship awardsOpportunities to join our community service initiatives, which includes paid volunteer hoursAggressive Employee referral program with bonus opportunities

INDOTHER