IT Support Technician- Larry H. Miller Ford Mesa in Mesa, Arizona at Asbury Automotive Group
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Job Description
460 E Auto Center Dr, Mesa, AZ 85204, USA• Mesa, AZ, USA
Requisition ID Req #12209
About Asbury
Larry H Miller 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
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Job Details