IT Support Technician — Tier 1 Help Desk

Asbury Automotive Group; Baltimore (MD); On-site; USD 27,000 - 41,000; Full time

Benefits offered by this job

Weekly pay

Paid holidays & PTO

Paid training

Stock awards

Health insurance

401k

Job summary

Asbury Koons Automotive Group in Baltimore, MD is seeking an IT Help Desk professional to troubleshoot and resolve tickets across applications, hardware, software, and network issues. You will document resolutions, coordinate with IT teams, and support continual service improvements.

Qualifying candidates have at least 5 years in IT customer support, familiarity with ITIL v3, and experience with MS operating systems; automotive software experience is a plus.

Qualifications

• 5+ years IT customer support/help desk experience.
• Knowledge of ITIL v3 Foundations.
• Working knowledge of MS operating systems and applications.
• Cisco Call Manager experience a plus.
• Automotive software experience a plus.

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 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 reset has been resolved and updates the ITSM ticketing system.
• Interfaces with IT infrastructure, security, applications management, database and government personnel.
• Communicates effectively with IT team and dealership personnel.
• Contributes to IT Continual Service Improvement efforts.
• Completes multiple tasks in a timely manner.
• Verifies issue resolution with the customer.

Skills

IT support

ITIL v3

Windows OS

Strong communication

Problem solving

Tools

Cisco Call Manager

Automotive software

Job description

Asbury Koons Automotive Group in Baltimore, MD is seeking an IT Help Desk professional to troubleshoot and resolve tickets across applications, hardware, software, and network issues. You will document resolutions, coordinate with IT teams, and support continual service improvements.

Qualifying candidates have at least 5 years in IT customer support, familiarity with ITIL v3, and experience with MS operating systems; automotive software experience is a plus.