Job Description

The Sr. Technology Support Specialist – Regional position reports to the IT Operations Manager, Supervisor and/or IT Operations Director.

Responsibilities

Answer incoming customer calls and provide assistance by phone in a friendly and professional manner.

Provide computer and phone peripheral support for all locations.

Utilize and perform in a Windows-based environment as well as versions of Microsoft Office Suite / Office 365.

Create/remove logon credentials from various in-house systems including but not limited to Microsoft Active Directory, Cisco Call Manager, Cisco Unity Voicemail, Third Party Systems and databases.

Monitor email/voicemail messages from customers for assistance by opening trouble tickets for each request.

Work from a ticket queue to complete work orders in a timely manner to meet department KPI’s and SLA’s.

Set-up and install peripherals including but not limited to phones (Cisco IPT), PC’s, printers, laptops, monitors/projector units in person or by phone.

Assist with physical PC workstation moves (PC’s, monitors, phones, etc.).

Manage and complete assigned issues and projects in a timely manner.

Travel as required and directed to field stores.

Work schedule rotation for periodic on-call and after-hours support.

Perform other duties and projects as assigned.

Additional Qualifications

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

5+ years’ knowledge or work experience in an IT or computer related environment.

Extensive working knowledge of computer hardware such as laptops, desktop computers, printers, etc.

Ability to assist with IT related special projects requiring basic systems planning, scripting and/or development.

Basic working knowledge of networks, wireless protocols, VoIP systems, servers, macOS, MDM systems, etc.

Ability to explain technical concepts and processes to non-technical users.

BS in Computer Science or a related field, or equivalent higher education.

5+ years of hands-on experience as a Help Desk/Call Center/Field Technician.

5+ years’ experience providing Customer Service and support via phone or in person.

5+ years’ experience with Windows OS, Microsoft Office applications / Office 365.

macOS/Apple iOS experience preferred.

Understanding technical aspects of LAN/WAN networks and VoIP.

Microsoft (or related) Certification required (MCP, MTA, ITIL, MCSA, CompTIA A+. Network+ etc).

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