Technical Analyst I

Cox Automotive is seeking a Technical Analyst I (TA) as the single point of contact for Technology at Revenue Generating Locations (e.g., Manheim Auto Auction). The TA collaborates with project teams and business owners to deliver technology solutions to clients, assisting in design, development, testing, and post-release activities.

Responsibilities

• Hardware/Software Installation:
  • Procure, deliver, implement, and maintain hardware.
  • Maintain documentation of physical assets in configuration and asset management records.
• Preventive Maintenance:
  • Monitor availability, performance, and throughput of supported technology infrastructure to proactively identify and remediate issues.
  • Manage and maintain all infrastructure hardware and software to ensure continuous availability.
  • Test and recommend hardware or software upgrades to ensure business continuity.
  • Maintain technical documentation for technology infrastructure support.
  • Lead disaster recovery efforts for technology at the location.
• Incident Management:
  • Provide technology support, troubleshoot, and resolve hardware and software issues for desktops, laptops, tablets, mobile phones, and peripheral devices.
  • Perform research and develop solutions for hardware and software issues.
  • Update incident records and knowledge base with timely and accurate information.
• Problem Management:
  • Recommend and develop solutions to resolve problems associated with incidents, and update problem records.
  • Conduct root cause analysis and submit requests for change records to eliminate errors.
• Change Management:
  • Work with project teams to review and assess the impact of new business requirements.
  • Contribute to technical aspects of key change documentation (e.g., technical requirements, change impact assessments, implementation plans).
  • Ensure capacity, availability, security, and service support requirements are considered in all technology infrastructure changes.
  • Implement, test, and monitor technology infrastructure changes in line with change plans.
  • Ensure changes meet agreed service acceptance criteria and maintain asset/configuration management records.
• Training:
  • Train end users for corporate initiatives such as device or software deployments for teams like Security, Device Engineering, and Software teams.
• Client Services Management:
  • Act as the routine contact point for technology-related issues.
  • Assist in developing and applying solutions to resolve or escalate client service problems.
  • Monitor client services function and collect performance data.
  • Manage data retention for the client's legal archive.
• Service Delivery:
  • Ensure high uptime for all interconnected network devices and workflow processes.
  • Maintain system integrity and security.
  • Manage fixed infrastructure inter-connectivity and assist or design expansions based on business needs.
  • Manage local service contracts and resolve high-pressure issues during revenue-generating sale days.
• Project Participation:
  • Manage, initiate, or participate in projects ranging from construction, business changes, to corporate-wide initiatives.
  • Engineer solutions or collaborate with third parties when introduced.
  • Advocate for and escalate issues as needed.

Requirements

• Minimum Qualifications:
  • Bachelor’s degree or equivalent combination of education and 4 years of experience in a related field.
  • Working experience supporting end-user computing devices.
  • Experience with incident, problem, and change management.
  • Experience in an ITIL-based environment.
  • Experience with Microsoft Office products.
  • Willingness to travel up to 25%.
  • Ability to walk, stand, squat, kneel, and climb to perform essential job duties for troubleshooting and maintaining technology equipment.
  • Excellent customer service skills, including the ability to meet SLAs and update customers on progress.
• Preferred Experience:
  • Additional IT expertise and certifications (e.g., A+, Network+, MCP, MCDST, Apple Certified Support Professional, network certificates).
  • Experience supporting Series/AS400, wireless technologies (Mobile, WiFi, WAP), networking, audio/visual systems, and project management.
  • Experience communicating with stakeholders and producing reports for field management.
  • Experience in remote/mobile sales and attending auction leadership meetings to provide advice and guidance.
  • Experience designing, overseeing, or implementing innovative technology solutions and assisting Field Engineering teams.

Pay

Compensation includes a base salary in the range of $61,100.00 - $91,700.00 per year. The base salary may vary within this range based on factors such as location and the candidate's knowledge, skills, and abilities. The position may also be eligible for additional compensation through an incentive program.

Benefits

• Flexible vacation policy allowing employees to take as much paid time off as consistent with their duties and company needs.
• Seven paid holidays throughout the calendar year.
• Up to 160 hours of paid wellness time annually for personal or family wellness.
• Additional paid time off for bereavement, voting, jury duty, volunteer activities, military leave, and parental leave.