IT Support Tier 1

Asbury Automotive•Baltimore, MD

2d•$20 - $30

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. The technician works with internal customers, dealership personnel, and IT teams to resolve incidents and service requests, document and monitor tickets, verify resolutions, and contribute to ongoing service and process improvement. The role may also involve completing multiple support and project tasks concurrently and performing other related duties that support the organization’s mission and vision.

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 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 or service requests have been resolved and update the ITSM ticketing system.
Interface effectively with IT infrastructure, security, applications management, database, and government personnel.
Communicate effectively with IT team members and dealership personnel.
Contribute to IT continual service improvement efforts and ongoing process improvement.
Complete multiple simultaneous project and support tasks in a timely manner.
Resolve access issues in accordance with policy and collaborate with IT to resolve access and standard-profile setup.
Verify issue resolution on the customer’s behalf and confirm resolution with the customer.
Interface with IT Tier I and II personnel and communicate progress and issues in a timely manner.
Perform other related duties that benefit the organization’s mission and vision.

Benefits

Weekly pay.
Pay range of $19.92–$29.88.
Paid holidays and paid time off.
Paid training.
Stock awards for select eligible 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.