IT Support Specialist: End-User Tech & Systems

Nucar Family of Dealerships

Norwood (MA)

On-site

USD 50,000 - 60,000

Full time

14 days+

Get more replies from employers

Send a job-specific resume in minutes.

Job 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.

Responsibilities include hands-on support for hardware, software, printers, and network equipment, plus administration of user accounts

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 drivers license with clean driving record.
Must be able to travel between facilities and operate a motor vehicle safely.

Responsibilities

Provide technical support for hardware, software, printers, and mobile devices across workstations and network equipment.
Analyze, troubleshoot, and resolve support tickets involving hardware failures, OS errors, and software issues; document and escalate 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.
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.
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).
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.
Participate in on-call support rotation for critical system alerts as needed.
Escalate high-complexity issues to appropriate internal or vendor resources.
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.
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.