On-Site IT Technician: Service Desk & User Support

Norm Reeves Subaru Rockwall; Irving (TX); On-site; USD 32,000 - 34,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life

401k Matching

Tuition Reimbursement

Paid Time Off

Supplemental Insurance

Vehicle/Service/Parts Discounts

Job summary

The CAR Group (Norm Reeves) is seeking an experienced IT Technician for on-site end user support, onboarding to dealer systems, and troubleshooting across software, hardware, and network issues. The role is primarily service desk oriented with occasional on-site tasks in Irving, TX.

Excellent communication and customer service skills are required. The position offers a Monday-Friday schedule with on-site work and a competitive hourly rate.

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.

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.

Skills

Office 365

Meraki

Sophos

Freshservice

BeyondTrust

GotoConnect

Automotive DMS

Communication

Customer service

Tools

Meraki

Sophos

Freshservice

BeyondTrust

GotoConnect

DMS

Job description

The CAR Group (Norm Reeves) is seeking an experienced IT Technician for on-site end user support, onboarding to dealer systems, and troubleshooting across software, hardware, and network issues. The role is primarily service desk oriented with occasional on-site tasks in Irving, TX.

Excellent communication and customer service skills are required. The position offers a Monday-Friday schedule with on-site work and a competitive hourly rate.