On-Site IT Technician – Customer-Facing Tech Support Irving

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

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