Technical Analyst I

CAI Cox Automotive Corp Svcs., LLC; Town of Clifton Park (NY); On-site; USD 67,000 - 101,000; Full time

Benefits offered by this job

Flexible vacation

Paid holidays

Wellness hours

Bereavement leave

Volunteer time off

Jury duty leave

Parental leave

Job summary

Cox Automotive seeks a Technical Analyst I to be the primary technology contact for Revenue Generating Locations. You will collaborate with project teams and business owners, assist in design, development, testing, and post-release, and maintain system integrity across interconnected infrastructure.

This role involves travel and on-site responsibility at Cox locations. The ideal candidate has ITIL‑based experience, strong end-user support skills, and a customer‑centric approach.

Qualifications

• Bachelor’s degree required or equivalent experience.
• 4 years’ related field experience acceptable.
• Experience supporting end‑user computing devices.
• Experience in incident, problem, and change management.
• Experience in an ITIL‑based environment.
• Experience participating in a change management process.
• Experience with Microsoft Office products.
• Willingness to travel 5–10%.
• Ability to climb, walk and assist with equipment.
• Excellent customer service skills and SLA adherence.

Responsibilities

• Hardware/Software Installation and maintenance for local tech.
• Maintain documentation of assets and configurations.
• Monitor availability and performance of technology infrastructure.
• Perform incident resolution for desktops, laptops, tablets and peripherals.
• Develop solutions for hardware/software issues; update knowledge base.
• Lead disaster recovery planning for technology.
• Support client services and train end users on deployments.

Skills

End-user support

Incident management

Problem management

Change management

Customer service

Microsoft Office

Education

Bachelor’s degree

Tools

Office suite

Job description

Company Cox Automotive - USA Job Family Group Information Technology Job Profile Technical Analyst I Management Level Individual Contributor Flexible Work Option No remote option; must work at a specified Cox location Travel % Yes, 15% of the time Work Shift Day Compensation Compensation includes a base salary in the range of $67,200.00 - $100,800.00. The base salary may vary within the anticipated base pay range based on factors such as the ultimate location of the position and the selected candidate’s knowledge, skills, and abilities. Position may be eligible for additional compensation that may include an incentive program.

Job Description Cox Automotive is seeking a Technical Analyst I (TA) is the primary point of contact for Technology at Revenue Generating Locations (i.e. Manheim Auto Auction). The TA collaborates with members of project teams and business owners to bring forth its technology to the client. The TA assists in design, development, testing, and post-release. The TA ensures service delivery for all interconnected network devices and workflow processes. The TA is responsible to maintain system integrity and security. The TA manages fixed infrastructure inter-connectivity and assists or designs expansions after evaluating the business need. The TA is expected to manage, initiate, and/or participate in projects ranging from construction, business changes, and corporate-wide initiatives. When third parties are introduced, the analyst will be expected to engineer a solution or collaborate with the appropriate parties. The TA advocates and escalates issues. They will assist locations with a client base ranging from 200 to 1000 team members. They will assist with client training, adoption, and satisfaction. The TA's role requires participation in location management team meetings with the expectation to assist business needs and/or changes. They will influence the local management team with operations and technology decisions with a strict adherence to company standards and best practices. TA's are required to have an awareness of operational knowledge specific to the client. This includes a wide scale knowledge of service portfolios to provide guidance and assistance. The TA provides Service Delivery management by providing high uptime, managing local service contracts, and managing high-pressure issues and conflicts that arise during revenue generating sale-days.

What You'll Do:

Hardware/Software Installation

Hardware procurement, delivery, implementation, and maintenance.

Maintains documentation of physical assets in configuration and asset management records.

Preventive Maintenance

Monitors the availability, performance, and throughput of supported technology infrastructure to proactively identify issues and remediate.

Manages and maintains all infrastructure hardware and software ensuring they remain available at all required times.

Tests and provides recommendations for replacement or upgrade of hardware or software to ensure business continuity.

Maintains technology infrastructure support technical documentation.

Leads location in disaster recovery for technology.

Incident Management

Performs technology support, troubleshooting and resolving hardware and software issues for desktops, laptops, tablets, mobile phones, and peripheral devices.

Performs research and develops solutions for hardware and software issues.

Updates incident records and knowledge base with appropriate and timely information.

Problem Management

Recommends and develops solutions, resolve problems associated with incidents, and update problem records.

Conducts root cause analysis.

Submits requests for change records to remove errors.

The role requires a high level of autonomy correlating to workflow. This is a results‑driven position requiring knowledge of all facets of technology such as networking, software, and hardware. Works with project teams to review and assess impact of new business requirements. Contributes to technical aspects of key change documentation (e.g. technical requirements, change impact assessments, change implementation plans, change rollout plans). Ensures the capacity, availability, security, and service support requirements are considered in all technology infrastructure changes.

Implements, tests, and monitors technology infrastructure changes in line with change implementation plans. Ensures technology infrastructure changes meet agreed service acceptance criteria. Maintains asset and configuration management records.

Training

Trains end users for Corporate initiatives such as device or software deployment for teams such as Security, Device Engineering, and Software teams.

Technology Operations

Provide technical expertise to enable the correct application of operational procedures. Contribute to the planning and implementation of maintenance and installation work. Implement agreed changes and maintenance routines. Identify operational problems and ensuring they are managed in accordance with agreed standards and procedures. Provide reports and proposals for improvement.

Client Services Management

Act as the routine contact point. Assist with the development of and applies solutions to resolve or elevate clients' service problems. Monitor client services function and collects performance data. Data retention management is required for this role for the client's legal archive.

Who You Are:

• Bachelor’s degree.
• The right candidate could also have a different combination, such as 4 years’ experience in a related field.
• Working experience supporting end‑user computing devices.
• Working experience working with incident, problem, and change management.
• Working experience in an ITIL‑based environment.
• Working experience as a participant in a change management process.
• Working experience of Microsoft Office products.
• Willingness to travel 5 to 10%.
• Ability to walk, stand, squat, kneel and climb to perform essential job duties required to troubleshoot, repair, and maintain technology equipment.
• Excellent customer service skills required. The ability to meet SLAs and update customer with progress.

Preferred Qualifications

• Additional Tech Certification: A+, Network+, MCP, MCDST Apple Certified Support Professional (ACSP).
• Network certificates.
• Experience in Series/AS400 support.
• Experience in wireless (Mobile, WiFi, WAP).
• Experience in network.
• Experience in audio/visual.
• Exposure to Project Management Experience communicating with stakeholders.
• Drug Testing: To be employed in this role, you’ll need to clear a pre‑employment drug test. Cox Automotive does not currently administer a pre‑employment drug test for marijuana for this position. However, we are a drug‑free workplace, so the possession, use or being under the influence of drugs illegal under federal or state law during work hours, on company property and/or in company vehicles is prohibited.

Benefits

• Flexibility to take as much vacation with pay as they deem consistent with their duties, the company’s needs, and its obligations.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness annually for their own wellness or that of family members.
• Employees are also eligible for additional paid time off in the form of bereavement leave.
• Employees are also eligible for additional paid time off in the form of time off to vote.
• Employees are also eligible for additional paid time off in the form of jury duty leave.
• Employees are also eligible for additional paid time off in the form of volunteer time off.
• Employees are also eligible for additional paid time off in the form of military leave.
• Employees are also eligible for additional paid time off in the form of parental leave.

About Us

Through groundbreaking technology and a commitment to stellar experiences for drivers and dealers alike, Cox Automotive employees are transforming the way the world buys, owns, sells – or simply uses – cars. Cox Automotive employees get to work on iconic consumer brands like Autotrader and Kelley Blue Book and industry‑leading dealer‑facing companies like vAuto and Manheim, all while enjoying the people‑centered atmosphere that is central to our life at Cox. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page.

Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.

Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.

Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship. No OPT, CPT, STEM/OPT or visa sponsorship now or in future.

Cox brings together the world’s greatest minds to help breathe life into new possibilities – and drive innovation for a better future. That’s why we look for individuals who share our pioneering spirit, have imaginative ideas and are fearless when it comes to tackling the world’s biggest challenges. Our people love technology – and they love making a difference. They have a passion for finding new solutions and working with brilliant colleagues. Every day they dedicate themselves to a huge range of exciting projects, contributing to the Cox vision around the globe. From engineering new sustainability solutions that conserve water and energy to creating the infrastructure for the smart cities of tomorrow, there’s no challenge too great for our pioneers. And there’s no shortage of opportunities for you to make a difference. Come and experience the dynamic, collaborative and creative environments where your ideas are welcome and new discoveries are waiting. To help you grow to your full potential, we strive to support our employees in their career aspirations and promote the freedom to explore new horizons.