IT Field Support Technician

Berkshire Hathaway Automotive is seeking an IT Field Support Technician to provide quality technical support and customer service to the end users in person and by phone. This individual will be responsible for a group of stores troubleshooting IT software/hardware issues, performing brake/fix tasks while onsite and remotely.

This position is full-time and will be onsite at our office in Scottsdale, Arizona.

Benefits:

• Paid training and development
• Career growth opportunities
• Medical Coverage
• Dental Coverage
• Vision Coverage
• Paid Vacation
• 401(k) with company match

Responsibilities:

• Visit, on a regular basis as approved by direct supervisor, all dealerships assigned. During these visits the engineer should effectively communicate with all dealership managers and address their IT needs.
• Provide computer and phone peripheral support for Berkshire Hathaway Automotive Phoenix Dealership locations.
• On routine basis perform PC maintenance, upgrades, clean up, etc. for all PCs/Phones in dealerships assigned.
• Set-up and install peripherals including but not limited to phones (Cisco IPT), PC’s, printers, laptops, monitors/projector units in person or by phone.
• Update all Help Desk tickets with accurate descriptions in a timely fashion.
• Pull cables and rewires or direct the rewiring of cables as required for new installations and office reconfiguration
• Assist in instructing dealership employees in the use of standard business and administrative software, including Microsoft Word, Excel and Outlook; provides instruction or written documentation where required
• Act as a technical resource to assist users to resolve problems with equipment and IT-related issues
• Make recommendations regarding hardware and software acquisitions
• Provide prompt and effective problem-solving and troubleshooting through a centralized help desk when system failures or dysfunctions occur.
• Act as tier 1 support for the vendors’ application/system/services. Lead and follow up with the problems related to vendors’ application/system/services
• Assist outsource providers, including factory technical team, to implement solutions or notify them of any issues, as required.
• Provide feedback and utilize a centralized help desk to facilitate exchange of information and advice
• Coordinate with Level Two Support to provide server and network maintenance
• Communicate effectively with co-workers, subordinates, superiors, outside IT related vendors and others sufficient to exchange or convey information.
• Assist with the planning, design, research and acquisition of new or upgraded hardware and software systems, maintains current knowledge of hardware, software and network technology and recommends modifications as necessary.

Customer Focus:

• Strive to always improve the customer service experience, create engaged customers and facilitate sharing of knowledge.
• Take personal ownership of customer’s issues, and follow problems through to resolution, ensuring complete and thorough solutions for both internal and external customers.
• Demonstrate commitment to live and practice Berkshire Hathaway’s core values, at all times.
• Adhere to customer service standards as required by your supervisor.
• Demonstrate excellent customer service at all times through professional personal interactions, verbal exchanges, or in writing.
• Project a professional appearance and attitude at all times, to ensure a positive reflection on computer services

Qualifications:

• 2 years of knowledge and work experience in an IT computer related environment

• Working knowledge of basic hardware, including laptops, desktops and printers
• Strong attention to detail and sense of urgency.
• Excellent communication skills both written and oral
• Active Listening: give full attention to the words and body language of others, take time to understand the points being made and ask questions as appropriate
• Critical Thinking: using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Time Management: ability to prioritize workload and manage one’s own time 

Preferred Qualifications:

• AA or BS degree in Computer Science or related field – preferred.
• 2 - 3 years of hands on experience as a Help Desk/Field Technician.
• 2 years’ experience with Windows OS(10,11),  Microsoft Office applications with some MAC/Apple iOS experience.
• Understanding technical aspects of LAN/WAN networks and VoIP.
• Ability to explain technical concepts and procedures to non-technical users
• CompTIA A or Network , desired.

*All potential employees must pass pre-employment testing including a background check and drug screen

WHO WE ARE:

Headquartered in Dallas, Texas, Berkshire Hathaway Automotive is one of the largest dealership groups in America, with over 100 franchises in 10 states. The company sets the industry standard for operational excellence, financial performance and an unmatched customer experience within franchised auto dealerships. Using extensive experience, innovative strategies and technological expertise, Berkshire Hathaway Automotive works to assure their dealerships obtain and maintain position as leaders and trendsetters in the automotive field. The company focuses on building resilient and adaptive business models that cultivate engaged, strong and proactive leadership.