IT Technician

Job DescriptionJob DescriptionLocation: Irving, TX | On-Site | Full Time | $23-$25 an hour | Schedule: Monday through Friday 8am-5pmThe CAR Group (Norm Reeves) is seeking an experienced IT Technician with excellent technical, organizational, verbal and written communication, and customer service skills who can adhere to departmental workflows and processes. This is an employee and occasionally customer facing technical role with the Norm Reeves TechTeam. Primary responsibilities include; performing end user support, onboarding users to dealer systems, and software, hardware, and network troubleshooting over the phone from the Service Desk call queue as well as onsite support.Key Responsibilities:Timely completion of service desk ticketsAccurate and consistent documentation on each ticketRegular follow-up and updating of ticket status as directed by the Service Desk ManagerAssist team with keeping the amount of trouble tickets at or below department goalsMeet or exceed established KPI’sMaintain a 92%+ customer satisfaction rating and strive to exceed customer expectationsParticipate in process improvementsPerform expedient and efficient onboarding and offboarding duties ensuring minimal delay and no disruption to the businessParticipation in TechTeam planning on a company-wide basisProvide a quick and timely response to priority and after-hours support needs, when on call, for any emergencies that may arisePerform routine maintenance tasks in accordance with company policies and proceduresPerform and maintain cable management standards as outlined by IT management especially in customer-facing areasRegularly install, label, inspect and maintain all tech areas in all locations as directed by IT managementTroubleshoot, evaluate and recommend system upgradesEscalate issues as needed but continue to follow up to provide progress updatesDemonstrate an ability to operate in a national matrixed organizationMaintain a positive and professional working relationship with co-workers and vendors alikeRequired Qualifications:Proficient in Microsoft applications, O365, Meraki, Sophos, Freshservice, BeyondTrust, GotoConnect.Automotive DMS experience is a plus.Ability to work independently and as part of a team.Strong communication, organizational, and customer service skills.Self-sufficient, motivated self-starter who can think on their feet and adapt to changing needs.What We Offer:Medical, Dental, Vision, and Complimentary Life Insurance401k Matching and FSATuition ReimbursementPaid Time Off (accrues)Supplemental Insurance (Hospital, Accident, Critical Illness)Discounts on Vehicles, Services, and Parts