Regional IT Support Specialist

About the role

We are seeking an energetic, motivated, and positive person who will provide top-notch technical assistance as a member of the Norm Reeves TechTeam, supporting a growing and evolving company of automotive experts.

Responsibilities

• Engage and collaborate within a nationally matrixed organization to build a technology-focused, shared services platform for the organization's growth.
• Provide fundamental and advanced support as needed on various systems and services, and assist with projects and engineering endeavors.
• Bring excellent troubleshooting skills, hardware and software knowledge, and systems upgrade and configuration recommendations based on experience.
• Offer a quick and timely response to priority and after-hours support needs for any emergencies using thorough troubleshooting practices, timely escalation, and excellent follow-up.
• Participate and assist with the development and refinement of proactive responses to network and security alerts.
• Contribute proficiently and regularly to projects from start to finish, utilizing the "Best Idea Wins" strategy.
• Maintain a regular cadence of follow-up on and updates to ticket statuses as directed by the Service Desk Manager.
• Ensure timely completion of escalated service desk tickets, ensuring customers feel valued, satisfied, and empathized with throughout the process.
• Maintain a positive and professional working relationship with co-workers and vendors, treating all with customer service excellence.
• Assist the team with reducing the amount of trouble tickets generated through process improvements, candid feedback, and meeting participation.
• Affiliate with and participate in TechTeam planning on a national basis across all retail and business coverage areas.
• Assist teammates with, and in some cases, develop new and routine maintenance tasks, following defined and undefined company policies and procedures as directed by the group’s leadership team.
• Ensure that all IT closets and equipment are regularly inspected, labeled, and maintained in all locations as defined by the group and leadership team, assisting with the management of inventory and key asset locations.
• Strive to maintain a customer satisfaction rating at or above KPI benchmarks and exceed customer expectations through technical and professional expertise.

Qualifications

• Excellent organizational, technical, communication, and customer service skills.
• Self-starting team player with a strong work ethic.
• Experience with troubleshooting, hardware, and software knowledge.
• Ability to manage multiple priorities and deadlines.
• Strong problem-solving and analytical skills.
• Knowledge of network and security best practices.
• Proficiency in Microsoft Office Suite and other relevant software tools.

Skills

• Technical proficiency with various IT systems and services.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Attention to detail and ability to handle multiple tasks simultaneously.
• Knowledge of industry standards and best practices.

Benefits

• Medical, Dental, Vision, and Complimentary Life Insurance
• 401(k) Matching and Flexible Spending Account (FSA)
• Tuition Reimbursement
• Paid Time Off (accrues)
• Supplemental Insurance (Hospital, Accident, Critical Illness)
• Discounts on Vehicles, Services, and Parts