IT Technician

The CAR Group (Norm Reeves Dealerships); Irving (TX); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical Insurance

Dental Coverage

Vision Coverage

Life Insurance

401k Matching

FSA

Tuition Reimb

Paid Time Off

Supplemental Insurance

Vehicle Discounts

Service Discounts

Parts Discounts

Job summary

The CAR Group (Norm Reeves) is seeking an experienced IT Technician with strong technical, organizational, verbal and written communication, and customer service skills. This on-site role supports end users and tackles hardware, software, and network issues for dealer systems from the Service Desk queue and on site.

Responsibilities include timely ticket closure, precise documentation, onboarding/offboarding, and contributing to KPI targets while maintaining high customer satisfaction and

Qualifications

• Strong communication, organizational, and customer service skills.
• Ability to work independently and as part of a team.
• 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 tickets below department goals.
• Meet or exceed KPI targets.
• Maintain a 92%+ customer satisfaction rating and strive to exceed expectations.
• Participate in process improvements.
• Onboarding and offboarding duties with minimal disruption to the business.
• Participate in TechTeam planning on a company-wide basis.
• Provide quick and timely response to priority and after-hours support when on call.
• Perform routine maintenance tasks per policies.
• Maintain cable management standards in customer-facing areas.
• Regularly install, label, inspect and maintain all tech areas in all locations.
• Troubleshoot, evaluate and recommend system upgrades.
• Escalate issues but follow up for progress updates.
• Operate in a national matrixed organization.
• Maintain positive relationships with coworkers and vendors.

Tools

Microsoft applications

O365

Meraki

Sophos

Freshservice

BeyondTrust

GotoConnect

Job description

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