ITS Technology Support Specialist

Dealership:

Lithia & Driveway | ITS 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 all Lithia & Driveway, Inc. (LAD) stores companywide. The individual in this position will work in a service desk / call center environment 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. 

Travel Required: Supports the Northern California region (San Francisco, Sacramento and Fresno)

Compensation: $50,000 -$75,000

Responsibilities

• Provide Tier 2 / advanced technical support and customer service. Answer incoming customer calls and assist company users by phone in a friendly and professional manner. 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

• Travel and international as required to fulfill onsite support requirements and/or support M&A activities

• Work schedule rotation for periodic 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:

• 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 certifications preferred

• 8+ years’ knowledge or work experience in an IT or computer related environment including hands-on experience as a Service Desk / Call Center Specialist or Technician, providing Customer Service and support via phone or in person

• Strong technical knowledge of Windows, Apple, Networking, Application, mobile and telephony environments

• Knowledge of ITIL Ser