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 applications
Triages Level II and Level III Incident and Service Request tickets
Troubleshoots and resolves incident tickets related to technical difficulties with hardware, software, and the network
Documents, tracks and monitors incidents and Service requests to ensure a timely resolution
Resolves Level I incident and service request tickets
Validates with internal customers the incident or service request has been resolved and update the ITSM ticketing system
Interface effectively with IT infrastructure, security, applications management, database and government personnel
Communicates effectively with IT team and dealership personnel
Actively contribute to IT Continual Service Improvement efforts
Ability to complete multiple simultaneous project and support tasks in a timely manner
Resolves access issues in accordance with policy
Collaborates with IT to resolve access/setup standard profiles
Verifies issue resolution on the customer’s behalf
Verifies with the customer that the issue has been resolved and update the ticketing system
Interfaces with IT Tier I and II personnel
Communicates progress and issues in a timely manner
Actively contributes to ongoing process improvement
Performs other related duties to benefit the mission/vision of the organization
Education & Experience
Strong communication, time management, organization, interpersonal skills
Strong analytical, problem solving and technical troubleshooting skills
5+ Years IT customer support/help desk experience
Working Knowledge of ITIL v3 Foundations Methodology
Working knowledge of MS operating systems and applications
Cisco Call Manager experience a plus
Automotive Software experience a plus
Pay and Recognition:
Weekly pay
Pay range: $19.92 - $29.88
Paid holidays & paid time off
Paid training
Stock Awards(select management and front-line team member’s eligible
Insurance / Retirement:
Insurance: medical, vision, dental, accident, critical illness and hospital indemnity plans
Up to 12 weeks paid pregnancy leave (disability leave)
Paid Parental Leave
Health savings
Flex spending accounts (tax free)
Short-term and Long-term disability plans
Life Insurance (Whole Life and Term)
401k with company match
Learning, Tuition Assistance and Career Development:
Digital career path tool to assist with career development
Continuous training through Asbury's Internal Learning Management System
Professional growth and development opportunities Additional advantages:
Student loan relief resources
Employee assistance program
Employee discounts on parts and service repairs
Scholarship awards
Opportunities to join our community service initiatives, which includes paid volunteer hours
Aggressive Employee referral program with bonus opportunities
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