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.

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

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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