IT Support Tier I Technician - Help Desk Pro

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

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.