ITS Sr Technology Support Specialist

Dealership:

L0105 Lithia Home Office

ITS Sr. Technology Support Specialist

The Technology Service Operations group utilizes ITIL methodologies, which is the concept of IT governance, determining best practices and responsibilities, coupled with the greatest possible user and customer satisfaction, to achieve the organizations objectives. 

This position is responsible for providing quality technical support and customer service to all customers of the organization.  It will include frequent communication with senior executive personnel, vendors, internal team members, store users/personnel and external resources.  The primary focus of this individual will be to support assigned local stores, as well as all Lithia & Driveway, Inc. (LAD) stores companywide. The individual in this position will work onsite as a field service engineer troubleshooting software/hardware issues, performing break/fix tasks, move-add-change tasks and receiving and processing calls/tickets.  This individual will also be expected to innovate and apply skills and knowledge to improve work processes and streamline the efficiency of the department.  Customer services skills, attention to detail and organization skills will be highly valuable at every level of this position. 

The Sr. Technology Support Specialist reports to the Sr. Manager ITS Field Services.

Location: Minneapolis, MN (On-site); Travel required.

Compensation Range: $50,000 - $100,000 annually

Actual pay offered may vary depending on skills, experience, job-related knowledge, and location.

Additional benefits offered include 

▪ Health insurance coverage

▪ An employee wellness program

▪ Life and disability insurance

▪ Retirement savings plan

▪ Paid holidays

▪ Paid time off (PTO)

Information about LITHIA’s comprehensive benefits can be reviewed on our careers site at https://www.lithiacareers.com/

Responsibilities

• Provide advanced technical support and customer service. Work from a ticket queue to complete work orders in a timely manner to meet department and customer service objectives.
• Serve as an escalation point to service desk staff, Technology and Innovation teams, and customers.
• Provide white glove and VIP support for applicable users and situations
• Deliver Major Incident Management including the acceptance, triage, evaluation, communication and resolution of Major Incidents following strict standards for communications and timeliness.
• Deliver innovation through advanced and out of the box designs to improve efficiency and promote automation, identifying repeatable work that can be delivered to a lower tier for more efficient support
• Seek Continuous Improvement; Utilize specific high-level skills and abilities to improve processes and department efficiencies. Review processes for design improvements to ensure that functions are completed in a timely manner and encourage ideas to improve processes. Communicate errors, unusual items, proposed solutions and process improvement opportunities.
• Develop necessary process and knowledge Documentation of policies, procedures, and troubleshooting
• Guide and encourage all team standards and procedures.
• Evaluate, recommend and coordinate tickets requiring dispatch of Field resources or 3rd party dispatch for resolution, coordinating parties to resolution.
• Perform timely triage, evaluation and re-assignment of Tier 3 work.
• Participate in the identification, documentation and resolution of Problem Management articles.
• Adhere to established SLA’s/OLA’s and be cognizant of TTR/MTTR guidelines and other reporting policies.
• Understand, plan and pursue short and long term company and department goals.
• Manage training and mentorship of peer and lower tier agents.
• Monitor staff on shift, provide leadership and guidance and address escalations from the team.
• Manage and complete assigned Incidents, Requests, Problems and Projects in a timely manner.
• Frequent travel within the United States and international as required to fulfill onsite support requirements and/or support M&A activities.
• 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:

• Bachelor’s degree in related IT field preferred
• AA or BS in Computer Science, or a related field, or equivalent education and or specialized IT certifications
• Current ITIL Foundations certifications preferred
• IT and related ce