IT Technician

Norm Reeves Superstores; Cerritos (CA); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life

401k Matching and FSA

Tuition Reimbursement

Paid Time Off

Supplemental Insurance

Discounts on Vehicles, Services, and 


Equal Opportunity Employer

Job summary

The CAR Group (Norm Reeves) in Cerritos, CA is seeking an experienced IT Technician to support end users, onboard users to dealer systems, and troubleshoot hardware, software, and network issues from the Service Desk and on-site.

This full-time, on-site role requires strong communication, documentation of tickets, and the ability to work within a national matrixed organization while maintaining high customer satisfaction and adhering to IT processes.

Qualifications

• Proficient in Microsoft applications, O365, Meraki, Sophos, Freshservice, BeyondTrust, GotoConnect.
• Automotive DMS experience is a plus.
• Ability to work independently and as part of a team.
• Strong communication, organizational, and customer service skills.
• Self-sufficient, motivated self-starter who can adapt to changing needs.

Responsibilities

• Timely completion of service desk tickets.
• Accurate and consistent documentation on each ticket.
• Regular follow-up and updating of ticket status as directed by the Service Desk Manager.
• Assist team with keeping ticket volume at or below department goals.
• Meet or exceed established KPI’s.
• Maintain a 92%+ customer satisfaction rating and strive to exceed expectations.
• Participate in process improvements.
• Onboard and offboard users without business disruption.
• Provide quick and timely response to priority and after-hours support when on call.
• Support TechTeam planning on a company-wide basis.
• Troubleshoot and recommend system upgrades; escalate when needed.

Skills

Communication

Organization

Customer service

Independent/Teamwork

Tools

Microsoft applications

O365

Meraki

Sophos

Freshservice

BeyondTrust

GotoConnect

Job description

Description

Location: Cerritos, CA | On-Site | Full Time | $23-$25 an hour | Schedule: Monday through Friday 8am-5pm

The CAR Group (Norm Reeves) is seeking an experienced IT Technician with excellent technical, organizational, verbal and written communication, and customer service skills who can adhere to departmental workflows and processes. This is an employee and occasionally customer facing technical role with the Norm Reeves TechTeam. Primary responsibilities include; performing end user support, onboarding users to dealer systems, and software, hardware, and network troubleshooting over the phone from the Service Desk call queue as well as onsite support.

Key Responsibilities:

• Timely completion of service desk tickets
• Accurate and consistent documentation on each ticket
• Regular follow-up and updating of ticket status as directed by the Service Desk Manager
• Assist team with keeping the amount of trouble tickets at or below department goals
• Meet or exceed established KPI’s
• Maintain a 92%+ customer satisfaction rating and strive to exceed customer expectations
• Participate in process improvements
• Perform expedient and efficient onboarding and offboarding duties ensuring minimal delay and no disruption to the business
• Participation in TechTeam planning on a company-wide basis
• Provide a quick and timely response to priority and after-hours support needs, when on call, for any emergencies that may arise
• Perform routine maintenance tasks in accordance with company policies and procedures
• Perform and maintain cable management standards as outlined by IT management especially in customer-facing areas
• Regularly install, label, inspect and maintain all tech areas in all locations as directed by IT management
• Troubleshoot, evaluate and recommend system upgrades
• Escalate issues as needed but continue to follow up to provide progress updates
• Demonstrate an ability to operate in a national matrixed organization
• Maintain a positive and professional working relationship with co-workers and vendors alike

Required Qualifications:

• Proficient in Microsoft applications, O365, Meraki, Sophos, Freshservice, BeyondTrust, GotoConnect.
• Automotive DMS experience is a plus.
• Ability to work independently and as part of a team.
• Strong communication, organizational, and customer service skills.
• Self-sufficient, motivated self-starter who can think on their feet and adapt to changing needs.

What We Offer:

Medical, Dental, Vision, and Complimentary Life Insurance

401k Matching and FSA

Tuition Reimbursement

Paid Time Off (accrues)

Supplemental Insurance (Hospital, Accident, Critical Illness)

Discounts on Vehicles, Services, and Parts

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.