IT Support Tier 1

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