IT - Support Tier 1 - Herb Chambers

Asbury; Worcester (MA); On-site; USD 52,000 - 68,000; Full time

Job summary

Asbury is seeking an IT Support Tier I Technician for the Worcester Market (Auburn - Westborough area). The role provides end-user IT support, software, hardware and network assistance, following established policies and procedures.

The candidate will handle Level I-III tickets, collaborate with IT teams, and contribute to ongoing process improvements in a fast-paced automotive environment.

Qualifications

• Strong communication, time management, organization and interpersonal skills.
• Analytical, problem solving and technical troubleshooting skills.
• 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.

Responsibilities

• Troubleshoots and resolves trouble tickets related to provisioning with all applications.
• Triages Level II and Level III Incident and Service Request tickets.
• Resolves incident tickets related to hardware, software, and the network.
• Documents, tracks and monitors incidents in the ITSM system.
• Interfaces with IT infrastructure, security, applications management, database and government personnel.
• Contributes to IT Continual Service Improvement efforts.

Skills

Communication

Time management

Organization

Interpersonal skills

Analytical thinking

Troubleshooting

Education

ITIL v3 Foundations

Tools

Cisco Call Manager

Job description

Posted Wednesday, August 19, 2026 at 4:00 AM

About Asbury

Herb Chambers is part of Asbury Automotive Group (NYSE: ABG), a Fortune 500 company, and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership model through innovative technologies such as Clicklane and through our commitment to our team members, guests, and partners. Our culture which is grounded in our North Star and Compass and powered by our D RIVE values, focuses on the vision of becoming theMost Guest Centric Automotive Retailer.At Asbury, we work together to provide exceptional experiences for our guests while promoting a fun, supportive and inclusive environment where team members can thrive both personally and professionally. Based on our efforts, we have been recognized as o ne of the best places to work by both Newsweek and US News & World report.

(Wage is comprised of base salary and % of department profit to be determined as part of pay plan). The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, education, ect.

Location: Worcester Market (Auburn - Westborough)

Overview/Job Summary

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.

Duties/Responsibilities

• Troubleshoots and resolves trouble tickets related to provisioning with all applications
• TriagesLevel II and Level III Incident and Service Request tickets
• Troubleshoots and resolvesincident tickets related to technical difficulties with hardware, software, and the network
• Documents, tracks and monitors incidents and Service requests to ensure a timely resolution
• ResolvesLevel I incident and service request tickets
• Validateswith 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 resolveaccess/setup standard profiles
• Verifiesissue resolution on the customer’s behalf
• Verifieswith thecustomer that the issue has been resolvedand update the ticketing system
• Interfaceswith ITTier I and II personnel
• Communicates progress and issues in a timely manner
• Actively contributes to ongoing process improvement
• Performs otherrelated duties to benefit the mission/vision of the organization

Education & Experience

Strong communication, time management, organization, interpersonal skills

Strong analytical, problem solving and technical troubleshooting skills

Working Knowledge of ITIL v3 Foundations Methodology

Working knowledge of MS operating systems and applications

CiscoCall Manager experience a plus

Automotive Software experience a plus

INDOTHER

Asbury Automotive Group is an equal opportunity employer. We provide equal employment opportunities to all individuals regardless of their race, color, religion, sex, national origin, age, disability, pregnancy, sexual orientation, gender identity, genetic information, or any other protected category as defined by applicable laws. We prohibit discrimination or harassment based on any of these characteristics and affirm our commitment to fostering an inclusive and diverse workplace.