IT - Support Tier I (Information Technology)

Asbury Automotive Group - Duluth, GA

Full-time - Entry Level

Duluth, GA

Motor Vehicle and Parts Dealers

About the position

The IT Support Tier I Technician at Asbury Automotive Group is responsible for providing end-user IT support, addressing software, hardware, and network issues. This role involves troubleshooting and resolving technical problems presented through IT Help Desk tickets, utilizing established policies and procedures. The technician will work closely with various IT teams to ensure timely resolution of incidents and contribute to continual service improvement efforts.

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 that the incident or service request has been resolved and updates the ITSM ticketing system
• Interfaces effectively with IT infrastructure, security, applications management, database and government personnel
• Communicates effectively with the IT team and dealership personnel
• Actively contributes to IT's Continual Service Improvement efforts
• Completes multiple simultaneous project and support tasks in a timely manner
• Resolves access issues in accordance with policy
• Collaborates with IT to resolve access/set standard profiles
• Verifies issue resolution on the customer's behalf
• Verifies with the customer that the issue has been resolved and updates 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

Requirements

• Strong communication, time management, organization, and 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
• Automotive Software experience

Benefits

• Medical insurance
• Vision insurance
• Prescription drugs coverage
• Dental insurance
• Life insurance
• Disability insurance
• 401(k) retirement plan
• Flexible Spending Account
• Employee Assistance Program
• Employee Discounts
• Wellness Program
• Paid Time off
• Paid Holidays