IT Technician

Norm Reeves Auto Group; Irving (IA); Presencial; USD 32 000 - 34 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical, Dental, Vision, and Life

401k Matching and FSA

Tuition Reimbursement

Paid Time Off

Supplemental Insurance

Discounts on Vehicles, Services, and 6

Resumo da oferta

Norm Reeves Auto Group is seeking an IT Technician for an on-site, full-time role in Irving, TX. The candidate will handle end-user support, onboarding to dealer systems, and hardware, software, and network troubleshooting via the Service Desk queue and on-site visits.

Responsibilities include ticketing, documentation, KPI adherence, and maintaining high customer satisfaction while collaborating with the TechTeam and vendors.

Qualificações

• > Proficient with Microsoft applications and O365; able to manage user accounts and permissions
• "> Familiar with Meraki devices, Sophos security, and helpdesk tools for ticketing and remote support
• "> Comfortable working independently and in a team, with strong communication and customer service skills

Responsabilidades

• Timely completion of service desk tickets
• Accurate documentation on each ticket
• Onsite support and onboarding of users to dealer systems
• Troubleshooting software, hardware, and network issues over the phone and in person
• Assist IT team with onboarding/offboarding and KPI adherence
• Maintain customer satisfaction and participate in process improvements
• Provide after-hours support when on call and respond to emergencies

Conhecimentos

Independent worker

Strong communication

Customer service

Team collaboration

Ferramentas

Microsoft 365 / O365

Meraki

Sophos

Freshservice

BeyondTrust

GotoConnect

Descrição da oferta de emprego

Location: Irving, TX | 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