IT Technician

Norm Reeves Auto Group; 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

Vehicle/Service/Parts discounts

Job summary

The CAR Group (Norm Reeves) is seeking an experienced IT Technician to provide end user support, onboarding, and technical troubleshooting from the Service Desk and onsite.

Responsibilities include ticketing, documentation, KPI achievement, customer satisfaction, onboarding/offboarding, and participating in TechTeam planning across locations.

Qualifications

• Experienced IT Technician with strong technical and communication skills.
• Proficient in end-user support, onboarding, and ticket handling.
• Customer-focused with ability to document clearly and follow processes.

Responsibilities

• Close tickets promptly and accurately in the service desk system.
• Document details consistently for every ticket.
• Update ticket status as directed by the Service Desk Manager.
• Help keep tickets within team KPI targets.
• Aim for 92%+ customer satisfaction and continuous improvement.
• Assist onboarding and offboarding with minimal business disruption.
• Participate in TechTeam planning and company-wide initiatives.
• Respond quickly to priority and after-hours emergencies when on call.
• Perform routine maintenance per company policies.
• Maintain cable management standards in customer areas.
• Install, label, and inspect tech areas across locations.
• Troubleshoot and suggest system upgrades as needed.
• Escalate issues appropriately but follow up for progress.
• Operate effectively in a national matrixed organization.
• Maintain professional relationships with teammates and vendors.

Skills

End user support

Onboarding users

Troubleshooting

Documentation

Customer service

Service desk

Job 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

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