ITS Sr Technology Support Specialist

Dealership:

ITS Sr. Technology Support Specialist

The Technology Service Operations group utilizes ITIL methodologies, which is the concept of IT governance, determining best practices and responsibilities, coupled with the greatest possible user and customer satisfaction, to achieve the organizations objectives. 

This position is responsible for providing quality technical support and customer service to all customers of the organization.  It will include frequent communication with senior executive personnel, vendors, internal team members, store users/personnel and external resources.  The primary focus of this individual will be to support assigned local stores, as well as all Lithia & Driveway, Inc. (LAD) stores companywide. The individual in this position will work onsite as a field service engineer troubleshooting software/hardware issues, performing break/fix tasks, move-add-change tasks and receiving and processing calls/tickets.  This individual will also be expected to innovate and apply skills and knowledge to improve work processes and streamline the efficiency of the department.  Customer services skills, attention to detail and organization skills will be highly valuable at every level of this position. 

The Sr. Technology Support Specialist reports to the Sr. Manager ITS Field Services.

Location: Des Moines, IA (On-site); Travel required.

Compensation Range: $50,000 - $100,000 annually

Actual pay offered may vary depending on skills, experience, job-related knowledge, and location.

Additional benefits offered include 

▪ Health insurance coverage

▪ An employee wellness program

▪ Life and disability insurance

▪ Retirement savings plan

▪ Paid holidays

▪ Paid time off (PTO)

Information about LITHIA’s comprehensive benefits can be reviewed on our careers site at https://www.lithiacareers.com/

Responsibilities

• Provide advanced technical support and customer service. Work from a ticket queue to complete work orders in a timely manner to meet department and customer service objectives.
• Serve as an escalation point to service desk staff, Technology and Innovation teams, and customers.
• Provide white glove and VIP support for applicable users and situations
• Deliver Major Incident Management including the acceptance, triage, evaluation, communication and resolution of Major Incidents following strict standards for communications and timeliness.
• Deliver innovation through advanced and out of the box designs to improve efficiency and promote automation, identifying repeatable work that can be delivered to a lower tier for more efficient support
• Seek Continuous Improvement; Utilize specific high-level skills and abilities to improve processes and department efficiencies. Review processes for design improvements to ensure that functions are completed in a timely manner and encourage ideas to improve processes. Communicate errors, unusual items, proposed solutions and process improvement opportunities.
• Develop necessary process and knowledge Documentation of policies, procedures, and troubleshooting
• Guide and encourage all team standards and procedures.
• Evaluate, recommend and coordinate tickets requiring dispatch of Field resources or 3rd party dispatch for resolution, coordinating parties to resolution.
• Perform timely triage, evaluation and re-assignment of Tier 3 work.
• Participate in the identification, documentation and resolution of Problem Management articles.
• Adhere to established SLA’s/OLA’s and be cognizant of TTR/MTTR guidelines and other reporting policies.
• Understand, plan and pursue short and long term company and department goals.
• Manage training and mentorship of peer and lower tier agents.
• Monitor staff on shift, provide leadership and guidance and address escalations from the team.
• Manage and complete assigned Incidents, Requests, Problems and Projects in a timely manner.
• Frequent travel within the United States and international as required to fulfill onsite support requirements and/or support M&A activities.
• Perform other duties and projects as assigned, and/or directed.

Skills and Qualifications

The following knowledge, skills and abilities are needed to be successful in this position:

• Bachelor’s degree in related IT field preferred
• AA or BS in Computer Science, or a related field, or equivalent education and or specialized IT certifications
• Current ITIL Foundations certifications preferred
• IT and related certifications preferred
• 8+ years’ knowledge or work experience in an IT or computer related environment including hands-on experience as a Service Desk / Call Center Specialist or Technician, providing Customer Service and support via phone or in person
• Strong technical knowledge of Windows, Apple, Networking, Application, mobile and telephony environments
• Knowledge of ITIL Service Management framework and processes
• Knowledge of additional peripheral technologies including, but not limited to; audio, multi-function devices and tablet/smart phones
• Experience in retail automotive and/or OEM automotive hardware/software preferred.
• Experience leading meetings and creating training documents.
• Experience coaching for both improvement and success.
• Strong and creative problem-solving skills and adaptability.
• Strong attention to detail and sense of urgency.
• A team player who is professional and focused on providing exemplary customer service.
• Critical Thinking and Problem-Solving using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
• Time Management and ability to prioritize workload and manage one’s own time
• Excellent communication skills both written and oral, able to articulate and troubleshoot issues over the phone, in chat or in person
• Active Listening – give full attention to the words and body language of others, take time to understand the points being made and ask questions as appropriate

Competencies

• Does the right thing, takes action and adapts to change
• Self-motivates, believes in accountability, focuses on results, makes plans and follows through
• Believes in humility, shares best practices, desires to keep learning, measures performance and adapts to improve results
• Thrives on a team, stays positive, lives our values

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

*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.

We offer best in class industry benefits:

• Competitive pay
• Medical, Dental and Vision Plans
• Paid Holidays & PTO
• Short and Long-Term Disability
• Paid Life Insurance
• 401(k) Retirement Plan
• Employee Stock Purchase Plan
• Lithia Learning Center
• Vehicle Purchase Discounts
• Wellness Programs

High School graduate or equivalent, 18 years or older required. Acceptable driving record and a valid driver's license in your state of residence necessary for select roles. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.