IT Support Tier 1
About Asbury
Koons Automotive Group is part of Asbury Automotive Group (NYSE: ABG) is a Fortune 500 company and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership model through innovative technologies such as Clicklane and through our commitment to our team members, guests, and partners. Our culture which is grounded in our North Star and Compass and powered by our DRIVE values, focuses on the vision of becoming the Most Guest Centric Automotive Retailer. At Asbury, we work together to provide exceptional experiences for our guests while promoting a fun, supportive and inclusive environment where team members can thrive both personally and professionally. Based on our efforts, we have been recognized as one of the best places to work by both Newsweek and US News & World report.
Overview/Job Summary
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.
Duties/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
Education & Experience
- 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
- Cisco Call Manager experience a plus
- Automotive Software experience a plus
INDKOONS
Asbury Automotive Group is an equal opportunity employer. We provide equal employment opportunities to all individuals regardless of their race, color, religion, sex, national origin, citizenship, age, disability, pregnancy, sexual orientation, gender identity, military leave or veteran status, genetic information, or any other protected category as defined by applicable laws. We prohibit discrimination or harassment based on any of these characteristics and affirm our commitment to fostering an inclusive and diverse workplace. We are a Drug-Free workplace. Upon hire, you will be asked to complete a Pre-Employment Drug Screen, and Criminal Background Check. Complying with a background check will not automatically disqualify a candidate from employment. We participate in E-Verify.
Other details
- Job Family IT
- Pay Type Hourly
- Boston, MA, USA