On-Site IT Technician: Service Desk & User Support

Norm Reeves Subaru Rockwall; 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

Discounts on Vehicles, Services, and 


Equal Opportunity Employer

Job summary

The CAR Group (Norm Reeves) in Cerritos, CA is seeking an experienced IT Technician to support end users, onboard users to dealer systems, and troubleshoot hardware, software, and network issues from the Service Desk and on-site.

This full-time, on-site role requires strong communication, documentation of tickets, and the ability to work within a national matrixed organization while maintaining high customer satisfaction and adhering to IT processes.

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 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 ticket volume at or below department goals.
• Meet or exceed established KPI’s.
• Maintain a 92%+ customer satisfaction rating and strive to exceed expectations.
• Participate in process improvements.
• Onboard and offboard users without business disruption.
• Provide quick and timely response to priority and after-hours support when on call.
• Support TechTeam planning on a company-wide basis.
• Troubleshoot and recommend system upgrades; escalate when needed.

Skills

Communication

Organization

Customer service

Independent/Teamwork

Tools

Microsoft applications

O365

Meraki

Sophos

Freshservice

BeyondTrust

GotoConnect

Job description

The CAR Group (Norm Reeves) in Cerritos, CA is seeking an experienced IT Technician to support end users, onboard users to dealer systems, and troubleshoot hardware, software, and network issues from the Service Desk and on-site.

This full-time, on-site role requires strong communication, documentation of tickets, and the ability to work within a national matrixed organization while maintaining high customer satisfaction and adhering to IT processes.