What are the responsibilities and job description for the IT Support Agent - Tier 1 position at Precision Toyota of Tucson?
Why Join Our Team?
Recognized as one of the nations best Toyota dealerships, we've earned the coveted Presidents Award several consecutive years in a row and twice earned membership in Toyota's exclusive Board of Governors, a select group of the Top 5% of Toyota dealers in the nation. Whats more, were one of only a handful of dealerships nationwide to have received all seven possible Toyota Recognition Awards.
Job Summary:
Are you passionate about technology and helping others? Precision Toyota of Tucson is seeking a motivated and congenial Entry-Level IT Help Desk Agent to join our team. In this role, you will be the first point of contact for our employees experiencing basic technical issues. You'll provide timely and friendly support for common IT tasks, primarily focusing on password resets, basic hardware troubleshooting, software assistance, and escalating more complex problems when necessary. This is a fantastic opportunity to start your IT career in a supportive environment!
Key Responsibilities:
- Serve as the initial point of contact for technical support requests received via phone, email, or ticketing system.
- Provide prompt and courteous assistance for basic IT issues, including:
- Password resets and account unlocks.
- Troubleshooting common hardware problems (monitors, keyboards, cellphones, desk phones, mice, printers).
- Assisting with basic software questions and website access.
- Setting up new user accounts based on standard procedures.
- Troubleshooting connectivity issues for workstations and peripherals.
- Accurately log all help desk interactions, troubleshooting steps, and resolutions in our IT ticketing system.
- Identify and escalate more complex technical issues to Tier 2/3 support teams or appropriate personnel.
- Follow established procedures and contribute to documentation for common issues and solutions.
- Assist with organizing and maintaining inventory of IT equipment and supplies.
- Assist with higher level IT tasks under the supervision/guidance of manager(s)
- Maintain a high level of professionalism and service in all interactions.
Required Qualifications:
- High School Diploma or GED equivalent.
- You should be very comfortable with technology. You're the "computer" expert in your family or friend group - the one people turn to when they need technical help.
- Firm understanding of computer hardware, software, and networking concepts.
- Strong verbal and written communication skills.
- Excellent service and interpersonal skills – patience, empathy, and a positive attitude are key!
- Ability to diagnose and resolve basic technical problems efficiently.
- Aptitude for learning new technologies and procedures quickly.
- Reliable, punctual, and able to manage time effectively.
- Ability to work effectively both independently and as part of a team.
Preferred Qualifications (Nice-to-Haves):
- Familiarity with ChromeOS and Windows operating systems settings
- Familiarity with Zoom Phone
- Previous experience in a customer service role (retail, call center, etc.).
- Some college coursework in Information Technology or a related field.
- Entry-level IT certifications (e.g., CompTIA IT Fundamentals, CompTIA A ).
- Familiarity with IT ticketing systems (we use Freshdesk).
Work Environment:
- This position operates in a car dealership environment. In addition to basic IT tasks, you may be trained to assist with dealership-specific hardware, software, and machinery.
- Routine use of standard office equipment such as computers, phones, and printers.
- May require occasional lifting (e.g., moving monitors or computer towers) of items up to 30 lbs.
Company Benefits:
- Vanguard 401(k) with company match
- Medical insurance, including Flexible Spending Accounts and Dependent Care Flexible Spending Accounts
- Dental insurance
- Vision insurance
- Ample paid time off
- Charitable giving match and charitable paid time off
- Equal maternity/paternity leave for tenured team members
- Team Member-only "quiet lounge" for peaceful work breaks and yoga/stretching
- Short-term and long-term disability insurance
- Life insurance
- And more
Precision Toyota of Tucson is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
