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The Hewlett Automotive Group, a family-owned dealership group, is currently accepting applications for an Information Technology Associate (User Support).Family owned and operated for over 30 years, we are an organization of over 300 team members. We have a culture that respects and supports our employees and values each contribution. We encourage professionalism, teamwork, and extra effort. We believe in study, innovation, and the change it fosters, but are guided by unchanging values.The IT Associate (User Support) is responsible for providing in person user support for workstation, application, peripheral, and hardware installation and service issues. This position will serve as the initial point of assessment and triage to gather and receive incident and problem reports and satisfy user service requests. The IT Associate (User Support) will use excellent technical and customer service skills to professionally resolve issues and questions and assist users in maximizing their efficient use of provided technology.Essential Duties
- Serve as the initial point of assessment and triage for users contacting User Support via phone or through the Support Ticket process.
- Log all support issues accurately and in a timely manner using departmental support tools and processes.
- Troubleshoot, identify, research and resolve hardware and software problems reported to User Support, following approved processes.
- Escalate issues when necessary to the IT Manager for resolution.
- Stage, image, install and maintain computer equipment, peripherals, and software for the user community.
- Provide end-user training and assistance where required.
- Support user telecommunications including deploying phones.
- Update end-user accounts, including applying /updating permissions and access rights in accordance with departmental processes regarding privacy, security, and regulatory compliance.
- Orient users to use hardware and software in accordance with departmental processes.
- Disable system and account access as part of the off-boarding process.
- Provide on-call after hours support on rotational schedule.
- Perform basic network and wireless service troubleshooting.
- Work on special assignments and projects as delegated by the IT Manager.
- Coordinate with and supervise IT vendors assisting with assigned projects.
- Provide excellent customer service ensuring that all duties are performed in a highly professional manner.
- Work overtime when needed (up to 5 hours per week), some Saturdays and on call times required
- Ability to disconnect, lift and move PCs, monitors and peripherals (40 pounds) to new desks; maneuver under counters and in tight spots to run cables and wires.
Knowledge, Skills And Abilities
- Ability to troubleshoot and diagnose complex technical issues related to deployed hardware and software.
- Ability to exercise patience and professionalism during stressful situations.
- Willingness to learn and accept challenges and new responsibilities and be adaptable in the face of change.
- Adept at reading and interpreting technical documentation and procedure manuals.
- Ability to communicate technical information to individuals with various levels of technical knowledge.
- Ability to perform training demonstrations and teach basic hardware and software functionality to end users.
- Excellent verbal and written communication skills.
- Ability to build and maintain strong work relationships with managers, users and team members.
Qualifications
- Associates Degree in an Information Technology related field, preferred.
- Minimum 2 years of desktop support experience
- CompTIA A+ Certification; must obtain this certification within the first 6 months of hire if not already acquired prior to start
- Valid Driver License
Benefits
- Medical, Dental and Vision Insurance as well as other ancillary products
- 401K retirement and savings plan with employer matching funds
- Paid Time Off and Holidays
- Employee Discounts on all services
- Employee Assistance Program
- All applicants must demonstrate ability to pass pre-employment testing to include background check and drug screen** The Hewlett Family of Dealerships provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws
Seniority level
- Seniority levelEntry level
Employment type
Job function
- Job functionInformation Technology
- IndustriesMotor Vehicle Manufacturing
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