ITS Sr Technology Support Specialist

2 weeks ago

Sacramento, California, United States Lithia & Driveway Full time $50,000 - $75,000
Dealership:L0105 Lithia Home Office

Lithia & Driveway | ITS Technology Support Specialist

Travel Required: Supports the Northern California region (San Francisco, Sacramento and Fresno)

Compensation: $50,000 -$75,000

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 all Lithia & Driveway, Inc. (LAD) stores companywide. The individual in this position will work in a service desk / call center environment 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. 

What You'll Do:

  • Provide Tier 2 / advanced technical support for Lithia & Driveway stores companywide

  • Troubleshoot hardware, software, networking, mobile, and telephony issues

  • Serve as an escalation point and provide VIP/white-glove support when needed

  • Manage Major Incidents and ensure timely resolution

  • Identify opportunities to improve processes and implement automation

  • Create and maintain documentation for processes, procedures, and troubleshooting

  • Mentor and train team members while leading by example

  • Monitor and support your shift, addressing escalations as they arise

  • Travel as needed for onsite support, including potential international assignments

What You Bring:

  • 8+ years of IT support experience, ideally in a Service Desk / Call Center environment

  • Strong technical knowledge of Windows, Apple, Networking, Applications, mobile, and telephony systems

  • Understanding of ITIL Service Management principles; ITIL certification preferred

  • Excellent problem-solving, critical thinking, and communication skills

  • Strong attention to detail, adaptability, and ability to prioritize tasks

  • Team player focused on providing exceptional customer service

  • Experience in retail automotive or OEM automotive hardware/software a plus

  • Bachelor's degree in IT or related field preferred, or equivalent education/certifications

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. 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. 

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