Lead IT Support Specialist

Toyota of Santa Maria; Santa Maria (CA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

401K Retirement Savings Plan

Associate Discounts

Gym access

Job summary

Toyota of Santa Maria is seeking an experienced IT professional to own the day-to-day IT support across multiple dealership locations. You will resolve end-user issues, provide remote and onsite support, and help users work more efficiently with Microsoft 365 and standard business tools.

This is not an entry-level role; you will independently handle most tickets, escalate when needed, and contribute to process improvements while traveling between sites along the Central Coast.

Qualifications

• 3+ years of professional IT support experience.
• Exceptional customer service and communication skills, with an experience-first mindset.
• Strong troubleshooting skills across hardware, software, and Microsoft environments.
• Experience supporting Microsoft 365.
• Experience with Windows 11.
• Experience with Microsoft Entra ID (Azure AD) or Active Directory.
• Experience with Microsoft Teams.
• Experience with Exchange Online.
• Basic networking knowledge: TCP/IP, DNS, DHCP, Wi‑Fi.
• Experience working in a ticketing system.
• Experience supporting VoIP phone systems.
• Experience supporting networked printers and multifunction devices.
• Experience instructing or training users on technology, with ability to explain concepts in plain language.
• Ability to manage multiple priorities and work independently.
• Valid driver's license and willingness to travel between locations.

Responsibilities

• Manage and prioritize incoming support tickets across multiple dealership locations.
• Own the ticket board: set priorities, assign or reassign tickets, request more detail, and close unresponsive tickets after follow-up.
• Serve as the primary point of contact for end-user technical support.
• Troubleshoot hardware, software, mobile devices, connectivity, SaaS tools, and VoIP issues.
• Provide onsite and remote support to dealership personnel.
• Provide clear instructions and hands-on guidance to end users, helping them understand company technology.
• Support Windows desktops, laptops, mobile devices, and peripheral equipment.
• Administer and support Microsoft 365 services: users, licenses, password resets, Exchange Online, Teams, distribution groups, Entra.

Skills

Exceptional customer service

Strong troubleshooting

Microsoft 365 experience

Ticketing system experience

VoIP support

Printer support

User training

Multitasking / prioritization

Travel required

Tools

Windows 11

Microsoft Entra ID / Azure AD

Active Directory

Microsoft Teams

Exchange Online

Job description

Location: Santa Maria, CA

Job Id:139-200

# of Openings:1

Lead IT Support Specialist

Location

Multiple Automotive Dealerships along the Central Coast

Position Type

Full-Time

Reports To

Schedule

Monday through Friday, daytime hours, with occasional after-hours support as needed.

Position Summary

This role is responsible for owning the day-to-day IT support queue, resolving the majority of end-user technical issues, and providing both remote and onsite support across multiple dealership locations. The ideal candidate has strong troubleshooting skills, Microsoft 365 experience, exceptional customer service skills, and an experience-first mindset.

This is not an entry-level Help Desk position, nor is it an engineering role. We are looking for an experienced IT professional who can independently resolve most support requests while knowing when and how to escalate more complex issues to senior IT staff.

With more than 500 endpoints across nine dealerships, this position plays a critical role in keeping our users productive and our technology systems running efficiently.

What You'll Do

• Manage and prioritize incoming support tickets across multiple dealership locations.
• Own the ticket board: set priorities, assign or reassign tickets, request more detail on unclear requests, and close unresponsive tickets after follow-up.
• Serve as the primary point of contact for end-user technical support.
• Troubleshoot hardware, software, mobile device, connectivity, SaaS technician tool, and VoIP phone issues.
• Provide onsite and remote support to dealership personnel.
• Provide clear instructions and hands-on guidance to end users, helping them understand company technology and work more efficiently.
• Support Windows desktops, laptops, mobile devices, and peripheral equipment.
• Administer and support Microsoft 365 services, including:
  • User account management
  • License assignment
  • Password resets
  • Exchange Online
  • Microsoft Teams
  • Distribution groups
  • Entra
• Assist with endpoint deployment and management.
• Perform employee onboarding and offboarding tasks.
• Configure and deploy computers, peripherals, and mobile devices.
• Maintain accurate documentation of technical issues and resolutions.
• Identify recurring issues and recommend process improvements.
• Coordinate and communicate effectively with users, vendors, and IT team members.
• Escalate infrastructure, networking, cybersecurity, and application issues when appropriate.
• Protect customer financial and personal data in line with the FTC Safeguards Rule, including MFA, access controls, and phishing reporting.
• Travel between dealership locations as needed to provide onsite support.

What Your Day-to-Day Will Look Like

• You will touch a wide variety of systems, software, and devices.
• Pull camera footage as requested and authorized.
• Onboard and offboard users.
• Address phone call routing issues.
• Install and replace workstation components and peripherals.
• Strive for an empty ticket board.
• Assist users with email setup and password changes.
• Modify user permissions and grant access to company resources.

Required Qualifications

• 3+ years of professional IT support experience.
• Exceptional customer service and communication skills, with an experience-first mindset.
• Strong troubleshooting skills across hardware, software, and Microsoft environments.
• Experience supporting Microsoft 365.
• Experience with:
  • Windows 11
  • Microsoft Entra ID (Azure AD) or Active Directory
  • Microsoft Teams
  • Exchange Online
• Basic networking knowledge, including:
  • TCP/IP
  • DNS
  • DHCP
  • Wi‑Fi troubleshooting
• Experience working in a ticketing system.
• Experience supporting VoIP phone systems, including call routing and handset troubleshooting.
• Experience supporting and troubleshooting networked printers and multifunction devices.
• Experience instructing or training users on technology, with the ability to explain technical concepts in plain language.
• Ability to manage multiple priorities and work independently.
• Valid driver's license and willingness to travel between locations.

Preferred Qualifications

• Experience supporting multiple locations or retail-style environments.
• Experience with Microsoft Intune.
• MSP (Managed Services Provider) experience.
• Experience with endpoint management and device lifecycle management.
• Microsoft certifications or equivalent technical training.

What Success Looks Like

In this role, you will:

• Resolve the majority of incoming support requests independently, with a high percentage closed without escalation.
• Serve as the trusted technology resource for dealership employees and managers.
• Maintain a healthy, organized, and responsive support queue.
• Keep ticket aging and backlog low, with few or no tickets left open beyond an agreed number of days.
• Earn strong user satisfaction on closed tickets.
• Regularly add and update knowledge base articles for recurring issues.
• Reduce escalations by effectively troubleshooting and resolving issues at the first point of contact.
• Help identify opportunities for process improvement and automation.
• Allow senior IT staff to focus on infrastructure, security, projects, and strategic initiatives.

Why Join Us?

You'll be part of a collaborative IT team that values ownership, accountability, customer service, and continuous improvement. This role offers the opportunity to make a significant impact across multiple dealership locations while working with modern Microsoft technologies and helping drive operational excellence throughout the organization.

• Medical, Dental, Vision, Life, Specified Disease, Voluntary Accident,Voluntary Life
• Eligible to enroll on the 1st of the month after your 60th day ofemployment
• Able to make changes during Open Enrollment or Qualifying Event

HealthJoy / EAP

• Free programs for weight management, diabetes, high blood pressure
• Free, coach-led virtual exercise therapy
• Confidential resource that helps you deal with life's challenges (at no cost)
• Expert Referrals/Consultations: Legal, Financial, Family

Holidays/PTO

• New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day
• PTO - Accrue 48hours / 1st year
• PTO accrual will increase based on your length of employment

401K Retirement Savings Plan

• Milliman
• Eligible to enroll in the beginning of the quarter after you complete your first year of employment
• Able to make changes effective July 1st and January 1st Website: millimanbenefits.com

Associate Discounts

• Discounts are available only to our associates for their personaluse, which means eligible associates may purchase products andservices at a discounted price.

College Scholarship Program/Training Assistance

• Reimburse college tuition and books for children of eligibleassociates
• In addition, eligible associates may be given the opportunity toattend other training programs that will enable them to improvetheir skills and qualify for advancement.

Additional Benefits

• College Tuition Reimbursement program for tenured associate's children.
• Complimentary access to onsite company gym
• Access to tools (Service)
• Toolbox provided (Service)
• Amazing company culture with many associate appreciate events annually.

OUR MISSION STATEMENT

"To consistently exceed the expectations of our customers & associates so that Toyota of Santa Maria is recognized as the dealership and employer of choice on the central coast."

OUR CORE VALUES

ENERGY & ENTHUSIASM

We will create a positive environment that produces energy & enthusiasm throughout the dealership. The energy & enthusiasm will be obvious and contagious to everyone that enters the dealership (i.e., customers & associates).

ACCOUNTABILITY

We respect Accountability and understand that it makes all of us better. We commit to holding ourselves and each other accountable. This discipline applies to behavioral and performance expectations.

SERVANT MINDSET

We believe in the concept of being a servant in both our business and personal lives. We commit to applying a servant's mindset to our co-workers, those we manage and our customers.

INTEGRITY

We always do what is right, not what is easy, cheap, popular or convenient and we do so without excuse, regardless of the cost and regardless if anyone is watching. We have zero tolerance for lack of Integrity on our Team and will hold each other accountable without exception.

EARN & DESERVE

We believe that, in business and life, we are entitled to what we earn and deserve as opposed to feeling that others "owe" us. We understand what is expected of us and that we are evaluated based on the results we produce and how we produce them.

SENSE OF URGENCY

A Sense of Urgency means that we serve one another and customers quickly and find reasons to do things NOW, rather than to delay, debate or procrastinate.

TEAMWORK

The good of the Team comes before the personal comfort or agenda of any individual Team member. Our various departments and associates are all part of the same Team and we commit to working together through cooperation and synergy to promote a successful working environment that leverages all of our strengths.