IT Support Associate

Position Summary DCD Automotive Holdings is seeking an IT Support Associate to join our team. This role sits at the intersection of day-to-day technical support and long-term systems stability - you'll help ensure our company's technology infrastructure runs smoothly across all dealership and office locations, while delivering high-touch, customer-focused service to end users. Key Responsibilities End-User Technical Support & Diagnostics Provide technical support for hardware, software, printers, mobile devices, and related technology across workstations and network equipment. Analyze, research, troubleshoot, and resolve support tickets involving hardware failures, operating system errors, and software issues; document and escalat as necessary. Resolve connectivity and integration issues for network peripherals (printers, copiers, scanners, and other equipment used in an auto dealership setting). Provide onsite and off-site support at dealership and office locations as needed, delivering in-person remediation or remote-desktop support depending on issue severity. Connectivity, Security & Access Management Configure and troubleshoot network routers, managed switches, wireless, and secure remote access protocols. Administer user accounts, email, system access, and security permissions across platforms such as Microsoft Active Directory, Google Workspace, Tekion, Reynolds & Reynolds, and other automotive manufacturer-specific websites, etc. Support basic local area network (LAN) structures and connectivity troubleshooting. Knowledge of physical network wiring and how to run, troubleshoot, and repair data lines. Device Deployment & Asset Management Coordinate the setup, configuration, and physical distribution of new or reallocated technology. Conduct regular physical and digital hardware/software inventory updates to verify licensing compliance and hardware status. Perform routine break/fix hardware repairs (displays, batteries, keyboards, internal components). Systems, Backup & Implementation Support Assist with technology implementations, system upgrades, testing, and maintenance activities. Coordinate with vendors and third-party providers to resolve technical issues. Documentation & Ticketing Accurately log, track, prioritize, and close out incidents within Zendesk while meeting service level expectations. Enter complete, methodical documentation notes for all problems and resolutions to support long-term trend analysis. On-Call & Escalation Participate in on-call support rotation for critical system alerts as needed. Escalate high-complexity issues to appropriate internal or vendor resources. Other Adhere strictly to established IT strategies, procurement rules, data security regulations, and standard operating procedures set by department leadership. Perform other duties as assigned by the Chief Information Officer. Knowledge, Skills & Abilities Comprehensive knowledge of troubleshooting, repairing, and optimizing end-user devices including laptops, desktops, tablets, and specialized equipment. Working knowledge of Microsoft Windows, Google Workspace, Cisco Meraki, and Cisco Phone system preferred. Ability to translate complex technical diagnostics into clear, user-friendly solutions for non-technical staff. Strong organizational skills to prioritize assignments independently, manage field dispatch times, and execute hardware inventories across multiple sites. Strict commitment to compliance with technical standards, IT security protocols, and data privacy requirements. Professional composure and a customer-focused mindset when addressing urgent or unpredictable technology issues. Qualifications Associate degree in Information Technology or related field preferred; equivalent experience considered. 3-4+ years of IT support, desktop support, help desk, or on-premises environment experience. Proven track record resolving Level 1 and Level 2 tickets independently. Proficiency in RMM software, VMware server virtualization, advanced networking, Veeam backup and recovery. Excellent customer service, communication, and interpersonal skills. Ability to prioritize multiple tasks and manage competing deadlines in a fast-paced environment. Valid drivers license with clean driving record. Must be able to travel between facilities and operate a motor vehicle safely. Physical Working Conditions Requires frequent movement between dealership locations and offices across multi-floor environments; travel between facilities is mandatory. Frequently remains stationary for extended periods when working at a desk, repairing device components, or entering data into ticketing systems. Must communicate clearly and effectively in person, via email, and by phone. Continuous use of hands for fine-motor tasks (running hand tools, pulling network cables, handling device components, typing). Regular requirement to lift, slide, reposition, and carry technology equipment weighing up to 25-30 lbs. Ability to remain calm, objective, and professional when facing urgent timelines or hardware failures. #J-18808-Ljbffr