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Dealership:L0105 Lithia Home Office

Technology Support Specialist

Position Summary

The Technology Support Specialist is responsible for proactively delivering quality technical support, exceptional customer service and partnership. In addition to troubleshooting and resolving software and hardware incidents, the Specialist will delegate work to, mentor and advise junior tech support workers. The Technology Support Specialist will demonstrate Lithia & Driveway’s mission and core values with humble confidence.

Primary Duties (Responsibilities)

+ Deliver innovation through advanced and out of the box designs, system analysis and consultation with system users and management to resolve issues, improve efficiency and promote automation

+ Provide friendly, professional onsite and remote technology support throughout the organization, supporting various and ever-changing software and hardware systems

+ Provide excellent customer service through timely and courteous, response, troubleshooting and incident resolution

+ Monitor incoming incidents, identify repeatable work to document and delegate to junior team and ensure efficient customer support

+ Resolve complex problem management incidents and provide white glove incident response and resolution for organizational leadership

+ Mentor, guide, and advise junior team members to ensure efficient incident resolution; provide training on newer systems

+ Serve as an escalation point to junior team members as needed to ensure an efficient customer experience

+ Conduct periodic training for junior teams related to program, process, software changes and updates

+ Manage and resolve major incidents through assessment, coordinating internal and external partners, regular communication with impacted parties, and ensuring timely resolution of outages and degradations

+ Collaborate with management and other Tech & Innov teams to resolve errors and unusual items

+ Continually review processes and systems to identify and resolve systemic problems and improve process

+ Complete short-term technical projects, such as application rollouts and system upgrades, including efficient planning and smooth implementation

+ Protect customers and the organization through compliance with established SLA’s/OLA’s and cognizance of TTR/MTTR guidelines and other reporting metrics

Qualifications

Skills

+ Extensive working knowledge of common business software such as Microsoft Office suite and CRM systems

+ Extensive working knowledge of computer hardware and components

+ Understanding and effective productivity using ITIL practices and principles

+ Strong working knowledge of networks, wireless protocols, LAN/WAN, VoIP systems, servers, macOS, MDM systems

+ Strong critical thinking, troubleshooting and decision-making skills, especially when a solution is ambiguous

+ Excellent communication and interpersonal skills including ability to explain technical concepts, processes, and trouble-shoot issues for non-technical users over the phone and in person

+ Exemplary customer service skills, demonstrated through strong customer relationships

+ Demonstrated ability to remain calm and de-escalate heated interactions

+ Ability to multitask, prioritize tasks effectively, and handle sensitive information with discretion

+ Ability to successfully work independently and on a team with a high degree of professionalism and integrity

+ Must be available for rotating on-call and after-hours work

Education

+ High School Diploma or equivalent required

+ 4-year degree or equivalent combination of education/training and experience in a related field required

Experience

+ 2+ years of successful experience in a hands-on Level 2 ITIL Service Desk or Field Technician role providing tech-related customer service and support via phone and in-person

+ 5+ years of successful work experience or equivalent combination of experience, training and supporting a variety of hardware and software systems, including Windows OS, Microsoft Office applications / Office 365

+ Experience supporting MacOS/Apple iOS preferred

+ Previous experience working in automotive or other large retail environment strongly preferred

Certifications

+ Current CompTIA A+ or Network+, Information Technology Infrastructure Library (ITIL) Foundation certification preferred

+ Ability to obtain Microsoft role-based Certification, JAMF, CompTIA series, & ITIL Foundation certification within the first year in role required.

Individual Contributor (IC) Competencies

+ Humble: lives the mission and values and follows ethical and moral standards​

+ High performance: proactive, fact-based, and results oriented​

+ Smart: maintains knowledge of business and financial acumen to make sound decisions​

+ Nimble: accepts change, values innovation, and solves problems​

+ Charismatic: collaborates and communicates effectively​

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.*

+ Up to 1/3 of time: standing, walking, lifting up to 25 pounds

+ Up to 2/3 of time: sitting, kneeling, reaching, talking, hearing

+ Periodic travel required

*Reasonable accommodations may be made to enable individuals to perform the essential functions.

NOTE: This is not necessarily an exhaustive list of responsibilities, skills, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the company reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed.

About Us

Lithia & Driveway (LAD) is one of the largest global automotive retailers providing a wide array of products and services throughout the ownership lifecycle with a vision to modernize personal transportation solutions wherever, whenever, and however consumers desire. With a mission of "Growth Powered by People," we are propelled by our colleagues and preferred by our customers, making Lithia & Driveway the leading automotive retailer in each of our markets. Our success is fueled by four core values: earning customers for life, improving constantly, taking personal ownership, and having fun. Our entrepreneurial, high-performance culture sets us apart, and our philosophy is straightforward: assemble a team of passionate individuals and cultivate an environment that empowers colleagues to excel. We’d love to have you join us on our journey.