Technical Support Analyst

JM Family Enterprises; Jacksonville (FL); On-site; USD 65,000 - 85,000; Full time

Job summary

JM Family Enterprises is seeking an experienced Technical Support Analyst to provide onsite IT support at our Westlake / Southeast Toyota facilities in Jacksonville, FL. The role requires five days per week onsite and occasional inter-city travel.

You will diagnose and resolve incidents across OT hardware and core applications, translate technical issues into business terms, and collaborate with IT and business teams to implement practical solutions.

Qualifications

• Minimum five years of relevant IT support experience.
• Ability to translate technical concepts into business terms.
• Strong written and verbal communication skills.
• Highly organized with strong accountability for support standards.
• Experience collaborating with cross-functional teams and vendors.

Responsibilities

• Provide responsive onsite technical support for SET Jacksonville and Georgia facilities.
• Troubleshoot, resolve, and escalate incidents as needed.
• Support OT hardware and core applications; coordinate with IT operations teams.
• Collaborate with technology, business teams, and vendors to drive practical solutions.
• Lead initiatives end-to-end and report status to management.
• Document processes to improve support maturity and consistency.
• Champion SecTechOps standards and identify improvements.

Skills

Customer service

Communication

Analytical thinking

Problem solving

Business-friendly language

Job description

The Technical Support Analyst is the primary onsite technical resource for Southeast Toyota's (SET) Jacksonville and Georgia Production facilities, delivering high-caliber End User Services IT support which keeps critical business and operational technologies running without interruption. Leveraging SecTechOps support standards, the analyst independently plans, troubleshoots, resolves, and communicates a wide range of requests, incidents, and problems across multiple technical domains.Success in the role demands a natural problem-solver who can quickly break down complex technical issues and translate them into clear business terms for any audience. The ideal candidate is exceptionally organized, an outstanding communicator, and brings strong personal accountability for maintaining and elevating IT support standards at the site they serve.This position requires onsite presence five days per week at our Westlake SET Production location. Minimal inter-city travel may be required.Responsibilities:Provide responsive, high-quality onsite technical support—resolving the majority of requests, incidents, and problems independently and when needed engaging SET IT and/or IT Operational teams for escalations when appropriate.Support SET’s operational technology (OT) hardware and core application portfolio, while applying a working knowledge of business processes.Ability to quickly assess the business impact while driving toward resolution via proper escalation channels.Collaborate routinely with technology teams, business teams, vendors, and subject matter experts—both internal and external—to evaluate business needs and drive practical solutions.Lead assigned initiatives end to end, keeping management and senior stakeholders informed of status, issues, and risks in a timely, transparent manner and representing IT support with professionalism and credibility.Translate complex technical concepts into business-friendly language for audiences at every levelDocument device and system processes to strengthen support maturity and consistency across the EUS SET Production support portfolio.Champion SecTechOps support standards, taking accountability for maintaining established practices and identifying opportunities to improve them.Qualifications:Minimum of five years of relevant experience, reflecting depth of IT knowledge, sound judgment, and the ability to operate independently.Strong IT Support industry knowledge, including hands-on business analysis experience and the ability to gather effective requirements for business initiatives.Well-developed analytical, problem-solving, and decision-making skills, applying both logical and creative thinking to interpret complex concepts and information.Proven ability to translate technical verbiage and complex processes into clear, business-friendly terms.Exceptional interpersonal, written, and verbal communication skills, adapting to any communication style, preference, or management level.Strong sense of accountability for upholding and continuously advancing IT support standards.Genuine passion for delivering excellent customer service.Highly organized, with excellent follow-up skills and meticulous attention to detail.Self-starter who is highly flexible and adaptable in a dynamic, ever-changing environment.Collaborative team player who builds healthy relationships and strong team dynamics across all levels & areas of the organization.#LI-AM1This job description may not be inclusive of all assigned duties, responsibilities, or aspects of the job described, and may be amended at any time at the sole discretion of JM Family. All work arrangements are subject to associate performance, business need and manager discretion, and may be revised as necessary.JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYERJM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard any characteristic protected by law – whether actual or perceived – including race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, related medical conditions and lactation), gender identity gender expression, sexual orientation, marital status, military service, veteran status, disability, protected medical condition as defined by applicable state or local law, genetic information, or any other characteristic protected by applicable federal, state, provincial, or local law.DISABILITY ACCOMMODATIONSIf you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at [e-mail] for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.