IT Support Technician- Larry H. Miller Ford Mesa
Asbury Automotive•Mesa, AZ
About The Position
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.
Requirements
- 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
Nice To Haves
- Cisco Call Manager experience a plus
- Automotive Software experience a plus
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
