IT Support Tier 1

Asbury Automotive Group•Baltimore, MD

About The Position

The IT Support Tier I Technician provides IT end-user support and software, hardware, and network assistance. Using experience, judgment, and established policies, processes, and procedures, the technician identifies, researches, and resolves technical problems submitted through Level I, II, and III IT Help Desk tickets. The role requires a strong generalist IT technical skill set and includes supporting customers, documenting and tracking tickets, resolving access issues, and contributing to ongoing service and process improvements.

Requirements

Strong communication, time management, organizational, and interpersonal skills.
Strong analytical, problem-solving, and technical troubleshooting skills.
At least 5 years of IT customer support or help desk experience.
Working knowledge of ITIL v3 Foundations methodology.
Working knowledge of Microsoft operating systems and applications.

Nice To Haves

Cisco Call Manager experience.
Automotive software experience.

Responsibilities

Troubleshoot and resolve provisioning-related trouble tickets involving applications.
Triage Level II and Level III incident and service request tickets.
Troubleshoot and resolve incidents involving hardware, software, and network technical difficulties.
Document, track, and monitor incidents and service requests to ensure timely resolution.
Resolve Level I incident and service request tickets.
Validate with internal customers that incidents and service requests have been resolved, and update the ITSM ticketing system.
Interface effectively with IT infrastructure, security, applications management, database, government, IT Tier I and II personnel, and dealership personnel.
Communicate effectively with the IT team and dealership personnel, including providing timely progress updates and reporting issues.
Contribute to IT continual service improvement and ongoing process improvement efforts.
Manage multiple simultaneous project and support tasks in a timely manner.
Resolve access issues in accordance with policy.
Collaborate with IT to resolve access and standard-profile setup issues.
Verify issue resolution on the customer’s behalf and confirm resolution with the customer.
Perform other related duties that benefit the organization’s mission and vision.

Benefits

Weekly pay.
Paid holidays and paid time off.
Paid training.
Stock awards for eligible select management and front-line team members.
Medical, vision, dental, accident, critical illness, and hospital indemnity insurance plans.
Up to 12 weeks of paid pregnancy leave (disability leave).
Paid parental leave.
Health savings accounts.
Flexible spending accounts.
Short-term and long-term disability plans.
Whole life and term life insurance.
401(k) with company match.
Digital career path tool to assist with career development.
Continuous training through Asbury’s Internal Learning Management System.
Professional growth and development opportunities.
Student loan relief resources.
Employee assistance program.
Employee discounts on parts and service repairs.
Scholarship awards.
Opportunities to join community service initiatives, including paid volunteer hours.
Employee referral program with bonus opportunities.