IT Support-Tier I Technician - Herb Chambers

Boston, MA, USA Job Description Compensation: $30-$35 hourly Location: Boston Market (Chestnut Hill, Brighton, Brookline areas) Overview / Job Summary IT Support Tier I Technician responsible for providing IT end‑user support and software, hardware, and network assistance. Utilizes experience and established policies, processes, and procedures to identify, research, and resolve technical problems presented through Level I, II and III IT Help Desk tickets. Duties / Responsibilities Troubleshoots and resolves trouble tickets related to provisioning with all applications Triages Level II and Level III Incident and Service Request tickets Troubleshoots and resolves incident tickets related to technical difficulties with hardware, software, and the network Documents, tracks and monitors incidents and Service requests to ensure a timely resolution Resolves Level I incident and service request tickets Validates with internal customers the incident or service request has been resolved and updates the ITSM ticketing system Interfaces effectively with IT infrastructure, security, applications management, database and government personnel Communicates effectively with IT team and dealership personnel Actively contributes to IT Continual Service Improvement efforts Ability to complete multiple simultaneous project and support tasks in a timely manner Resolves access issues in accordance with policy Collaborates with IT to resolve access/setup standard profiles Verifies issue resolution on the customer’s behalf Verifies with the customer that the issue has been resolved and updates the ticketing system Interfaces with IT Tier I and II personnel Communicates progress and issues in a timely manner Actively contributes to ongoing process improvement Performs other related duties to benefit the mission/vision of the organization Education & Experience Strong communication, time management, organization, interpersonal skills Strong analytical, problem solving and technical troubleshooting skills Working knowledge of ITIL v3 Foundations Methodology Working knowledge of Microsoft operating systems and applications Cisco Call Manager experience a plus Automotive Software experience a plus Asbury Automotive Group is an equal opportunity employer. We provide equal employment opportunities to all individuals regardless of race, color, religion, sex, national origin, age, disability, pregnancy, sexual orientation, gender identity, genetic information, or any other protected category as defined by applicable laws. We prohibit discrimination or harassment based on any of these characteristics and affirm our commitment to fostering an inclusive and diverse workplace. #J-18808-Ljbffr Asbury