IT Support Associate

DCD Automotive Holdings, INC; Norwood (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

DCD Automotive Holdings, INC is seeking an IT Support Associate to join our team. This role sits at the intersection of day-to-day technical support and long-term systems stability across dealership and office locations.

You will deliver high-touch, customer‑focused service to end users while maintaining security, asset management, and project support. Ideal candidates have 3–4+ years IT support and a track record of resolving Level 1–2 tickets with strong communication skills.

Qualifications

• 3–4+ years of IT support, desktop support, help desk, or on-premises experience.
• Proven track record resolving Level 1 and Level 2 tickets independently.
• Proficiency with RMM software, VMware, and Veeam backup/recovery.
• Strong customer service, communication, and interpersonal skills.
• Valid driver's license and ability to travel between facilities.
• Must adhere to IT security and data privacy requirements.

Responsibilities

• Provide technical support for hardware, software, printers, mobile devices, and network equipment across locations.
• Analyze, troubleshoot, and resolve tickets; document and escalate as necessary.
• Resolve connectivity and integration issues for network peripherals in auto dealership settings.
• Offer onsite and remote support; deliver in-person remediation when needed.
• Log, track, and close incidents in Zendesk with consistent documentation.
• Assist with technology implementations, upgrades, and vendor coordination.

Skills

End-user devices troubleshooting

Windows OS

Google Workspace

Cisco Meraki

Cisco Phone system

Communication

Organization

Security & privacy

Customer focus

Education

Associate degree in Information Technology or related field

Tools

RMM software

VMware

Veeam backup and recovery

Job description

Position Summary

DCD Automotive Holdings is seeking an IT Support Associate to join our team. This role sits at the intersection of day-to-day technical support and long-term systems stability - you'll help ensure our company's technology infrastructure runs smoothly across all dealership and office locations, while delivering high-touch, customer-focused service to end users.

Key Responsibilities

End-User Technical Support & Diagnostics

• Provide technical support for hardware, software, printers, mobile devices, and related technology across workstations and network equipment.
• Analyze, research, troubleshoot, and resolve support tickets involving hardware failures, operating system errors, and software issues; document and escale as necessary.
• Resolve connectivity and integration issues for network peripherals (printers, copiers, scanners, and other equipment used in an auto dealership setting).
• Provide onsite and off‑site support at dealership and office locations as needed, delivering in‑person remediation or remote‑desktop support depending on issue severity.

Connectivity, Security & Access Management

• Configure and troubleshoot network routers, managed switches, wireless, and secure remote access protocols.
• Administer user accounts, email, system access, and security permissions across platforms such as Microsoft Active Directory, Google Workspace, Tekion, Reynolds & Reynolds, and other automotive manufacturer-specific websites, etc.
• Support basic local area network (LAN) structures and connectivity troubleshooting.
• Knowledge of physical network wiring and how to run, troubleshoot, and repair data lines.

Device Deployment & Asset Management

• Coordinate the setup, configuration, and physical distribution of new or reallocated technology.
• Conduct regular physical and digital hardware/software inventory updates to verify licensing compliance and hardware status.
• Perform routine break/fix hardware repairs (displays, batteries, keyboards, internal components).

Systems, Backup & Implementation Support

• Assist with technology implementations, system upgrades, testing, and maintenance activities.
• Coordinate with vendors and third-party providers to resolve technical issues. Documentation & Ticketing
• Accurately log, track, prioritize, and close out incidents within Zendesk while meeting service level expectations.
• Enter complete, methodical documentation notes for all problems and resolutions to support long‑term trend analysis.

On-Call & Escalation

• Participate in on‑call support rotation for critical system alerts as needed.
• Escalate high‑complexity issues to appropriate internal or vendor resources.

Other

• Adhere strictly to established IT strategies, procurement rules, data security regulations, and standard operating procedures set by department leadership.
• Perform other duties as assigned by the Chief Information Officer.

Knowledge, Skills & Abilities

• Comprehensive knowledge of troubleshooting, repairing, and optimizing end‑user devices including laptops, desktops, tablets, and specialized equipment.
• Working knowledge of Microsoft Windows, Google Workspace, Cisco Meraki, and Cisco Phone system preferred
• Ability to translate complex technical diagnostics into clear, user‑friendly solutions for non‑technical staff.
• Strong organizational skills to prioritize assignments independently, manage field dispatch times, and execute hardware inventories across multiple sites.
• Strict commitment to compliance with technical standards, IT security protocols, and data privacy requirements.
• Professional composure and a customer‑focused mindset when addressing urgent or unpredictable technology issues.

Qualifications

• Associate degree in Information Technology or related field preferred; equivalent experience considered.
• 3-4+ years of IT support, desktop support, help desk, or on‑premises environment experience.
• Proven track record resolving Level 1 and Level 2 tickets independently.
• Proficiency in RMM software, VMware server virtualization, advanced networking, Veeam backup and recovery.
• Excellent customer service, communication, and interpersonal skills.
• Ability to prioritize multiple tasks and manage competing deadlines in a fast‑paced environment.
• Valid driver's license with clean driving record.
• Must be able to travel between facilities and operate a motor vehicle safely.

Physical Working Conditions

• Requires frequent movement between dealership locations and offices across multi‑floor environments; travel between facilities is mandatory.
• Frequently remains stationary for extended periods when working at a desk, repairing device components, or entering data into ticketing systems.
• Must communicate clearly and effectively in person, via email, and by phone.
• Continuous use of hands for fine‑motor tasks (running hand tools, pulling network cables, handling device components, typing).
• Regular requirement to lift, slide, reposition, and carry technology equipment weighing up to 25-30 lbs.
• Ability to remain calm, objective, and professional when facing urgent timelines or hardware failures.