IT Support Technician - Full Time

Long-Lewis Automotive Group•Florence, AL

11h•Hybrid

About The Position

PRIMARY RESPONSIBILITIES TICKET RESOLUTION & SUPPORT Resolve Tier 1 and Tier 2 support tickets in a timely manner. Troubleshoot hardware, software, and system access issues. Provide support for Microsoft 365, endpoints, and common business applications. Document all work performed within the ticketing system (ServiceNow). USER SUPPORT Provide professional and responsive support to end users. Assist users with system access, MFA, and application issues. Guide users through basic troubleshooting steps when appropriate. Ensure clear communication and follow-up on all issues. INCIDENT MANAGEMENT Identify, categorize, and prioritize incidents based on impact and urgency. Escalate issues to Service Desk Lead or Infrastructure & Security Engineer when appropriate. Support resolution of high-impact incidents as directed. ENDPOINT & SYSTEM SUPPORT Configure and support desktops, laptops, and peripheral devices. Assist with software installations and updates. Support endpoint security tools and policies as directed. Maintain system hygiene and compliance with standards. DOCUMENTATION & KNOWLEDGE MANAGEMENT Document solutions, fixes, and troubleshooting steps. Contribute to knowledge base articles and standard procedures. Ensure tickets contain accurate and complete information. PROCESS ADHERENCE Follow ITSM processes and workflows defined in ServiceNow. Ensure all actions are properly logged and auditable. Adhere to security and access control policies. Escalate process gaps or recurring issues. ACCOUNTABILITY Timely and accurate ticket resolution Proper escalation of issues Quality of documentation and ticket updates Adherence to ITSM processes and policies User satisfaction and communication quality KEY COMPETENCIES Strong problem-solving skills Attention to detail Ability to follow structured processes Customer service mindset Accountability and reliability Ability to handle multiple tasks and priorities ALIGNMENT TO IT DEPARTMENT IDENTITY This role supports Accountability, Discipline, Security & Stewardship, Service Excellence, and Continuous Improvement within the IT department. CAREER DEVELOPMENT PATH IT Support Administrator (Identity & Access) Service Desk Lead Cybersecurity Analyst Infrastructure & Security Engineer (long-term path This is a hybrid position local to any of the Long-Lewis dealerships in the state of AL.

Requirements

Strong problem-solving skills
Attention to detail
Ability to follow structured processes
Customer service mindset
Accountability and reliability
Ability to handle multiple tasks and priorities

Responsibilities

Resolve Tier 1 and Tier 2 support tickets in a timely manner.
Troubleshoot hardware, software, and system access issues.
Provide support for Microsoft 365, endpoints, and common business applications.
Document all work performed within the ticketing system (ServiceNow).
Provide professional and responsive support to end users.
Assist users with system access, MFA, and application issues.
Guide users through basic troubleshooting steps when appropriate.
Ensure clear communication and follow-up on all issues.
Identify, categorize, and prioritize incidents based on impact and urgency.
Escalate issues to Service Desk Lead or Infrastructure & Security Engineer when appropriate.
Support resolution of high-impact incidents as directed.
Configure and support desktops, laptops, and peripheral devices.
Assist with software installations and updates.
Support endpoint security tools and policies as directed.
Maintain system hygiene and compliance with standards.
Document solutions, fixes, and troubleshooting steps.
Contribute to knowledge base articles and standard procedures.
Ensure tickets contain accurate and complete information.
Follow ITSM processes and workflows defined in ServiceNow.
Ensure all actions are properly logged and auditable.
Adhere to security and access control policies.
Escalate process gaps or recurring issues.
Timely and accurate ticket resolution
Proper escalation of issues
Quality of documentation and ticket updates
Adherence to ITSM processes and policies
User satisfaction and communication quality