| Location | Mesa, AZ |
Overview/Job SummaryThe IT Support Tier I Technician is responsible for providing IT end user support and software, hardware and network assistance. Relies on experience and judgment as well as pre-established Policies, Processes and Procedures to identify, research and resolve technical problems presented through Level I, II and III IT Help Desk tickets. Possesses a strong generalist, IT technical skill set.Duties/ResponsibilitiesTroubleshoots and resolves trouble tickets related to provisioning with all applicationsTriages Level II and Level III Incident and Service Request ticketsTroubleshoots and resolves incident tickets related to technical difficulties with hardware, software, and the networkDocuments, tracks and monitors incidents and Service requests to ensure a timely resolutionResolves Level I incident and service request ticketsValidates with internal customers the incident or service request has been resolved and update the ITSM ticketing systemInterface effectively with IT infrastructure, security, applications management, database and government personnelCommunicates effectively with IT team and dealership personnelActively contribute to IT Continual Service Improvement effortsAbility to complete multiple simultaneous project and support tasks in a timely mannerResolves access issues in accordance with policyCollaborates with IT to resolve access/setup standard profilesVerifies issue resolution on the customer's behalfVerifies with the customer that the issue has been resolved and update the ticketing systemInterfaces with IT Tier I and II personnelCommunicates progress and issues in a timely mannerActively contributes to ongoing process improvementPerforms other related duties to benefit the mission/vision of the organizationEducation & ExperienceStrong communication, time management, organization, interpersonal skillsStrong analytical, problem solving and technical troubleshooting skills5+ Years IT customer support/help desk experienceWorking Knowledge of ITIL v3 Foundations MethodologyWorking knowledge of MS operating systems and applicationsCisco Call Manager experience a plusAutomotive Software experience a plusINDOTHER