Asbury International - Lakewood, CO
posted 2 months ago
Full-time - Entry Level
Lakewood, CO
Electrical Equipment, Appliance, and Component Manufacturing
About the position
The IT Support Tier I Specialist at Asbury Automotive Group is responsible for providing comprehensive IT end-user support, addressing software, hardware, and network issues. This role involves troubleshooting and resolving technical problems presented through IT Help Desk tickets, ensuring timely resolution and effective communication with both internal customers and IT teams. The position is integral to maintaining a high level of service and support within the organization, contributing to the overall success of the IT department and enhancing the guest experience.
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 updates the ITSM ticketing system.
- Interfaces effectively with IT infrastructure, security, applications management, database and government personnel.
- Communicates effectively with IT team and dealership personnel.
- Actively contributes 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 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 of IT customer support/help desk experience.
- Working knowledge of ITIL v3 Foundations Methodology.
- Working knowledge of MS operating systems and applications.
- Cisco Call Manager experience is a plus.
- Automotive Software experience is a plus.
Benefits
- 401(k) matching
- Dental insurance
- Disability insurance
- Employee assistance program
- Employee discount
- Health insurance
- Life insurance
- Paid holidays & paid time off
- Deferred Holiday Pay
- Paid training
- Stock Awards
- Up to 12 weeks paid pregnancy leave
- Paid Parental Leave
- Health savings
- Flex spending accounts
- Short-term and Long-term disability plans
- Whole Life and Term Life Insurance
- Continuous training through Asbury's Internal Learning Management System
- Professional growth and development opportunities
- Student loan relief resources
- Scholarship awards
- Opportunities to join community service initiatives with paid volunteer hours
- Aggressive Employee referral program with bonus opportunities
