What are the responsibilities and job description for the IT - Support Tier 1/ Information Technology (DSC) position at Asbury?
About Asbury
Asbury Automotive Group (NYSE: ABG) is a Fortune 500 company and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership model through innovative technologies such as Clicklane and through our commitment to our team members, guests, and partners. Our culture which is grounded in our North Star and Compass and powered by our DRIVE values, focuses on the vision of becoming the Most Guest Centric Automotive Retailer. At Asbury, we work together to provide exceptional experiences for our guests while promoting a fun, supportive and inclusive environment where team members can thrive both personally and professionally. Based on our efforts, we have been recognized as one of the best places to work by both Newsweek and US News & World report.
50301- DSC IT - Support Tier I (Information Technology)
Join a Winning Team at Asbury Automotive Group
If you're looking for an opportunity to be appreciated and involved in your career, your search is complete. We have a great history of providing excellent career opportunities for individuals who want to grow within the company.
Overview/Job Summary
The IT Support Tier I Technician provides IT end-user support and software, hardware, and network assistance. Relies on experience and judgment as well as pre-established Policies, Processes, and Procedures to identify, research, and resolve technical problems presented through Level I, II, and III IT Help Desk tickets. Possesses a strong generalist, IT technical skill set.
Benefits
We offer you and your family members a comprehensive benefits package including medical, vision, prescription drugs, dental, life and disability insurance, and a 401(k)-retirement plan.
Troubleshoots and resolves trouble tickets related to provisioning with all applications
Triages Level II and Level III Incident and Service Request tickets
Troubleshoots and resolves incident tickets related to technical difficulties with hardware, software, and the network
Documents, tracks, and monitors incidents and Service requests to ensure a timely resolution
Resolves Level I incident and service request tickets
Validate with internal customers the incident or service request has been resolved and update the ITSM ticketing system
Interface effectively with IT infrastructure, security, applications management, database and government personnel
Communicates effectively with the IT team and dealership personnel
Actively contribute to IT's Continual Service Improvement efforts
Ability to complete multiple simultaneous project and support tasks in a timely manner
Resolves access issues in accordance with policy
Collaborates with IT to resolve access/set standard profiles
Verifies issue resolution on the customer’s behalf
Verifies with the customer that the issue has been resolved and update the ticketing system
Interfaces with IT Tier I and II personnel
Communicates progress and issues in a timely manner
Actively contributes to ongoing process improvement
Performs other related duties to benefit the mission/vision of the organization
Education & Experience
Strong communication, time management, organization, and interpersonal skills
Strong analytical, problem solving and technical troubleshooting skills
5 Years IT customer support/help desk experience
Working Knowledge of ITIL v3 Foundations Methodology
Working knowledge of MS operating systems and applications
Cisco Call Manager experience a plus
Automotive Software experience a plus
IND6
Asbury Automotive Group is an equal opportunity employer. We provide equal employment opportunities to all individuals regardless of their race, color, religion, sex, national origin, age, disability, pregnancy, sexual orientation, gender identity, genetic information, or any other protected category as defined by applicable laws. We prohibit discrimination or harassment based on any of these characteristics and affirm our commitment to fostering an inclusive and diverse workplace.
Asbury Automotive Group (NYSE: ABG) is a Fortune 500 company and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership model through innovative technologies such as Clicklane and through our commitment to our team members, guests, and partners. Our culture which is grounded in our North Star and Compass and powered by our DRIVE values, focuses on the vision of becoming the Most Guest Centric Automotive Retailer. At Asbury, we work together to provide exceptional experiences for our guests while promoting a fun, supportive and inclusive environment where team members can thrive both personally and professionally. Based on our efforts, we have been recognized as one of the best places to work by both Newsweek and US News & World report.
50301- DSC IT - Support Tier I (Information Technology)
Join a Winning Team at Asbury Automotive Group
If you're looking for an opportunity to be appreciated and involved in your career, your search is complete. We have a great history of providing excellent career opportunities for individuals who want to grow within the company.
Overview/Job Summary
The IT Support Tier I Technician provides IT end-user support and software, hardware, and network assistance. Relies on experience and judgment as well as pre-established Policies, Processes, and Procedures to identify, research, and resolve technical problems presented through Level I, II, and III IT Help Desk tickets. Possesses a strong generalist, IT technical skill set.
Benefits
We offer you and your family members a comprehensive benefits package including medical, vision, prescription drugs, dental, life and disability insurance, and a 401(k)-retirement plan.
- Health Care
- Paid Time off
- Paid Holidays
- 401(k) Plan
- Dental Care
- Disability Insurance
- Life Insurance
- Flexible Spending Account
- Employee Assistance Program
- Employee Discounts
- Wellness Program
Troubleshoots and resolves trouble tickets related to provisioning with all applications
Triages Level II and Level III Incident and Service Request tickets
Troubleshoots and resolves incident tickets related to technical difficulties with hardware, software, and the network
Documents, tracks, and monitors incidents and Service requests to ensure a timely resolution
Resolves Level I incident and service request tickets
Validate with internal customers the incident or service request has been resolved and update the ITSM ticketing system
Interface effectively with IT infrastructure, security, applications management, database and government personnel
Communicates effectively with the IT team and dealership personnel
Actively contribute to IT's Continual Service Improvement efforts
Ability to complete multiple simultaneous project and support tasks in a timely manner
Resolves access issues in accordance with policy
Collaborates with IT to resolve access/set standard profiles
Verifies issue resolution on the customer’s behalf
Verifies with the customer that the issue has been resolved and update the ticketing system
Interfaces with IT Tier I and II personnel
Communicates progress and issues in a timely manner
Actively contributes to ongoing process improvement
Performs other related duties to benefit the mission/vision of the organization
Education & Experience
Strong communication, time management, organization, and interpersonal skills
Strong analytical, problem solving and technical troubleshooting skills
5 Years IT customer support/help desk experience
Working Knowledge of ITIL v3 Foundations Methodology
Working knowledge of MS operating systems and applications
Cisco Call Manager experience a plus
Automotive Software experience a plus
IND6
Asbury Automotive Group is an equal opportunity employer. We provide equal employment opportunities to all individuals regardless of their race, color, religion, sex, national origin, age, disability, pregnancy, sexual orientation, gender identity, genetic information, or any other protected category as defined by applicable laws. We prohibit discrimination or harassment based on any of these characteristics and affirm our commitment to fostering an inclusive and diverse workplace.
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