Driveway

Lithia & Driveway | Technology Support Specialist II

The Technology Support Specialist II is responsible for providing quality technical support and customer service to all customers of the organization. It will include frequent communication with vendors, internal team members, store users/personnel and external resources. The individual in this position will serve as an escalation point in a service desk / call center environment troubleshooting software/hardware issues, performing break/fix tasks, move-add-change tasks, receiving and processing calls/tickets, managing major incident outages, as well as continual improvement and knowledge creation/transfer. Customer Services skills, attention to detail and organization skills will be highly valuable at every level of this position.

Location: (On-site) 13101 Telecom Dr Temple Terrace, FL

Compensation: (Hourly: $19.23-$29.71 ) $40,000-62,000

Responsibilities

• Provide quality Technical Support for workstations, phones, peripherals and technologies as assigned for all Lithia locations following ITIL recommendations
• Troubleshoot and process advanced and complex technical, workflow or user challenges via phone, email, or ticket
• Provide excellent Customer Service to our organization and vendors through timely, courteous and accurate Communications.
• Monitor self-service portal incidents/requests/escalations submitted by customers and/or open incidents/requests based on customer demand
• Deliver Major Incident Management including the management, assessment, communication, triage, escalation, and resolution of Major Outages and Degradations following strict standards for communications and timeliness
• Foster innovation through advanced and out of the box solutions to improve efficiency and promote automation
• Identifying repeatable work that can be delivered to a lower tier for more efficient support via documentation and process creation
• Participate in the identification, documentation, and resolution of Problem Management tickets
• Adhere to established SLA’s/OLA’s and be cognizant of TTR/MTTR guidelines and other reporting metrics
• Answer incoming escalated customer calls and provide assistance by phone in a friendly and professional manner
• Set-up and install peripherals including but not limited to phones, desktop and laptop PC’s, printers, and monitors both in person and remotely
• Assist as required with physical workstation moves (PC’s, monitors, phones, etc.)
• Assist with training and mentorship of peer and lower tier agents
• Manage and complete assigned incidents, requests, problems and projects in a timely manner
• Travel as required to fulfill onsite support and/or Merger & Acquisition activities
• Work scheduled rotation for on-call and after-hours support
• Perform other duties and projects as assigned and/or directed

Skills and Qualifications

The following knowledge, skills and abilities are needed to be successful in this position:

• 5+ years’ knowledge or work experience in an IT or computer related environment
• Working knowledge of basic hardware such as laptops, desktop computers, printers, etc
• A team player who is professional and focused on providing exemplary customer service
• Ability to articulate and troubleshoot issues over the phone and in person
• Strong attention to detail and sense of urgency
• Excellent Customer Service skills
• 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
• AA or BS in Computer Science or a related field preferred
• 4+ years of hands-on experience as a Service Desk, Call Center Specialist, Technology Technician or related field
• 4+ years’ experience providing Customer Service and support via phone or in person
• 4+ years’ experience with Windows OS, Microsoft Office applications, Office 365 Services, with an understanding of MacOS/iOS systems
• Understanding technical aspects of LAN/WAN networks and VoIP
• CompTIA A+ or Network+, ITIL Foundation Certification desired

We offer best in class industry benefits:

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

High School graduate or equivalent, 18 years or older required. Acceptable driving record and a valid driver's license in your state of residence necessary for select roles. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.