Senior Technology Support Specialist

Job Expired

About the job

Dealership:L0105 Lithia Home OfficeLithia Motors, IncSr. Technology Support Specialist

This position is responsible for providing quality technical support and customer service to all customers of the organization. It will include frequent communication with senior executive personnel, vendors, internal team members, store users/personnel and external resources. The individual in this position will work in a service desk / call center environment troubleshooting software/hardware issues, performing break/fix tasks, move-add-change tasks and receiving and processing calls/tickets. This individual will also be expected to innovate and apply skills and knowledge to improve work processes and streamline the efficiency of the Department. Customer Services skills, a ttention to detail and organization skills will be highly valuable at every level of this position.

The Sr. Technology Support Specialist reports to the IT Services Delivery Manager, Supervisor and/or IT Director.

Responsibilities

  • Provide high level technical assistance for assigned projects
  • Innovation through advanced and out of the box designs to improve efficiency and promote automation
  • Utilize specific high-level skills and abilities to improve processes and department efficiencies
  • Provide computer and phone peripheral support for all locations
  • Create/remove logon credentials from various in-house systems including but not limited to Microsoft Active Directory
  • Utilize and perform in a Windows-based or a Mac OS environment(s) and be able to drive all applications within the Microsoft Office 365 environment with advanced proficiency
  • Create/remove logon credentials from various in-house systems including but not limited to Microsoft Active Directory, Office 365 Admin, Azure Office 365, Cisco Call Manager, Cisco Unity Voicemail, Third Party Systems and databases
  • Monitor self-service portal incidents/requests submitted by customers and/or open incidents/requests based on customer demand
  • Adhere to established SLA’s/OLA’s and be cognizant of TTR/MTTR guidelines and other reporting policies
  • Answer incoming customer calls and assist company users by phone in a friendly and professional manner
  • Work from a ticket queue to complete work orders in a timely manner to meet department and customer service objectives
  • Set-up and install peripherals including but not limited to phones (Cisco IPT), PC’s, printers, laptops, monitors/projector units in person, remotely and/or by phone
  • Assist with physical PC workstation moves (PC’s, monitors, phones, etc)
  • Manage training and mentorship of Technology Support Specialists I and Technology Support Specialists II
  • Manage and complete assigned incidents, requests, problems and projects in a timely manner
  • Supervise staff for assigned group on shift, provide leadership and guidance and address escalations from the team
  • Travel as required to fulfill onsite support and/or support M&A activities
  • Work schedule rotation for periodic on-call and after-hours support
  • Perform other duties and projects as assigned, and/or directed

Additional Qualifications

The following knowledge, skills and abilities are needed to be successful in this position:

  • 8+ years’ knowledge or work experience in an IT or computer related environment
  • Extensive working knowledge of computer hardware such as laptops, desktop computers, printers, etc.
  • Ability to assist with IT related special projects requiring basic systems planning, scripting and/or development
  • AA or BS in Computer Science, or a related field, or equivalent education and or specialized IT certifications
  • 8+ years’ of hands-on experience as a Service Desk / Call Center Specialist or Technician
  • 8+ years’ experience providing Customer Service and support via phone or in person
  • 8+ years’ experience with Windows OS (XP, 7, 10), Microsoft Office applications, Office 365 Services, with MacOS/Apple iOS experience/Android devices
  • Understanding technical aspects of LAN/WAN networks and VoIP technology.
  • Technology related certification from accredited entity (MCP, MTA, MCSA, CompTIA A+. Network+, Service-NOW Admin, JAMF, iOS Certified Technician, etc.)
  • CompTIA A+ or Network+, ITIL Foundation Certification desired

We offer best in class industry benefits:

  • Competitive pay
  • Medical, Dental and Vision Plans
  • Paid Holidays & PTO
  • Short and Long-Term Disability
  • Paid Life Insurance
  • 401(k) Retirement Plan
  • Employee Stock Purchase Plan
  • Lithia Learning Center
  • Vehicle Purchase Discounts
  • Wellness Programs

High School graduate or equivalent, 18 years or older required. Acceptable driving record and a valid driver’s license in your state of residence necessary for select roles. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

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