IT Support Tier 1

Provide IT end user support and software, hardware and network assistance. Relies on experience and judgment as well as pre-established Policies, Processes and Procedures to identify, research and resolve technical problems presented through Level I, II and III IT Help Desk tickets. Documents, tracks and monitors Incidents and Service Requests to ensure a timely resolution. Communicates effectively with IT team and dealership personnel. Possesses a strong generalist, IT technical skill set. Creates Technical Documentation and Knowledge Base articles., * Triage Level II and Level III Incident and Service Request tickets

• Troubleshoot and resolve Incident tickets related to technical difficulties with hardware, software, and the network
• Resolve Level l Incident and Service Request tickets
• Validate with internal customers that the Incident or Service Request has been resolved and update the ITSM ticketing system
• Interface effectively with IT infrastructure, security, applications management, database and governance personnel
• Obtain a strong knowledge of IT Security Policies, Processes and Procedures
• Adhere to and execute IT Security Policies, Processes and Procedures
• Write, and update knowledge base articles
• Actively contribute to IT Continual Service Improvement efforts
• Ability to complete multiple simultaneous project and support tasks in a timely manner
• Performs other duties or special projects as assigned
• Proficient at booking travel and submitting expense reports in Concur or other expense management system
• Proficient at interfacing effectively with IT infrastructure, security, applications management, database, and governance personnel
• Proficient at communicating effectively with Executive level management teams
• Proficient at discussing technical issues at a high level with both technical and non-technical end users

Relationships

• All Asbury Dealership Support Center, Dealership Shared Services and Guest Experience Center personnel
• All Asbury Dealership personnel

Do you have a valid Driver's License license?, Do you have experience in Voice over internet protocol (VoIP) configuration?, * Must have a valid driver's license and clean driving record

• Must own a reliable vehicle for your sole use to travel to/from and between Asbury dealerships/locations
• Must be able to transport IT equipment between Asbury dealerships in reliable vehicle owned designated for your sole use
• Active Directory User/Security Group Administration:
• Able to add computers to proper OU
• Able to add users to non-dynamic security groups
• Able to provision file share access to non-dynamic groups

Network:

• Able to have a strong understanding of which applications and IT systems route via Broadband or MPLS circuits. I.e., Google vs Enterprise applications
• Able to clearly identify and label all network devices I.e., UPS, Switches, Routers, IoT Recognition Devices, Facilities devices (HVAC, Lighting, Camera Systems etc.)
• Able to rack and unracked all types of network equipment. I.e., UPS, Switches, Routers, IoT Recognition Devices, (HVAC, Lighting, Camera Systems etc.)
• Able to perform Power Supply Rack Management and properly distribute power on Power Distribution Unit (PDU) and Uninterruptible Power Supply (UPS).
• Able to replace UPS batteries and UPS Extension Packs.
• Able to trace network cable(s) to a specific port.
• Able to use a network toner to troubleshoot network connectivity Incidents prior to opening work order with network cabling vendors.
• Able to perform speed tests on various servers over a period of time, in order validate or troubleshoot network performance.
• Able to use a console cable/IT PC running PuTTY or SecureCRT to establish switch/router remote connectivity for IT T2/T3 IT Team Members.
• Understand Network Monitoring Alerts in order to appropriately escalate High Priority network alerts to on-call IT Tier 2.
• Able to use PING or TRACERT to troubleshoot and determine if a reported Incident is network or end point related.
• Able to identify packet lose or DNS issues
• Proficient at Tier 1 level, network troubleshooting and able to create Work Orders with approved network cabling vendors.

UCMC/Desk Phone Management

• Able to physically set up desk phone and headset
• Able to make Desk phone Name Changes
• Able to set up New User Voicemail
• Able to create Extension Mobility Profiles
• Locate available extension and associate it with an available DID
• Super Copy an existing Cisco phone configuration
• Fully configure a brand-new Cisco phone
• Strong working knowledge of Cisco Call Manager and possess the technical ability to effectively document and escalate Incidents to the Tier ll and Tier lll Call Manager IT team.
• Create Cisco Soft Phone and integrate correctly with Cisco Jabber

Strong working knowledge of Cisco Finesse in UCCX, able to set up a user and associate user with appropriate resource groups

Microsoft End User/PC Support

• Able to perform MS Office Installs and possess strong MS Office troubleshooting skills
• Able to image/configure an out of the box PC
• Able to re-image PCs and install approved apps and systems access
• Strong working knowledge of email spam filtering tools
• Able to validate that a PC is fully encrypted

IT Hardware Support

• Proficient at Asset Management and e-cycling
• Proficient at Credit Card Machine and Credit Card Machine Software Installs
• Proficient at configuring, and re-configuring iPads/iPods/Android tablets.
• Working knowledge of MDM solutions. I.e. AirWatch, MobileIron MaaS360
• Proficient at troubleshooting desktop printers and understand how to open support cases with major printer brands like Ricoh, and HP
• Proficient at troubleshooting network printers and understand how to open support cases with major printer brands like Ricoh, and HP

IT App/Vendor Support

• Proficient at troubleshooting level 1 application issues and open support cases with application vendors
• Able to terminate Citrix sessions via CMD Prompt, * 5+ Years IT customer support/help desk experience
• Working Knowledge of ITIL v3 Foundations Methodology
• Experience with ITSM solutions
• Automotive Software experience a plus

Pulled from the full job description

• Paid training

• Referral program

• Tuition reimbursement

• Paid parental leave

• Parental leave

• Health insurance

• 401(k) matching, Career Growth and Advancement Opportunities

• Other Corporate and Dealership positions

• IT Sr Tier 1 Technician

• IT Tier 2 Administrator

• IT User Provisioning 2

• IT Security Analyst

• IT Support Ops Supervisor

Company Benefits:Pay and Recognition:

• Weekly pay
• Paid holidays & paid time off
• Deferred Holiday Pay Match
• Paid training
• Stock Awards(select management and front-line team member's eligible

Insurance / Retirement:

• Insurance: medical, vision, dental, accident, critical illness and hospital indemnity plans
• Up to 12 weeks paid pregnancy leave (disability leave)
• Paid Parental Leave
• Health savings
• Flex spending accounts (tax free)
• Short-term and Long-term disability plans
• Life Insurance (Whole Life and Term)
• 401k with company match

Learning, Tuition Assistance and Career Development:

• Digital career path tool to assist with career development
• Continuous training through Asbury's Internal Learning Management System

Professional growth and development opportunities Additional advantages:

• Employee assistance program
• Employee discounts on parts and service repairs
• Scholarship awards
• Opportunities to join our community service initiatives, which includes paid volunteer hours
• Aggressive Employee referral program with bonus opportunities

Koons Automotive Group is part of Asbury Automotive Group (NYSE: ABG) is a Fortune 500 company and one of the largest franchised automotive retailers in the United States. We are redefining the traditional dealership model through innovative technologies such as Clicklane and through our commitment to our team members, guests, and partners. Our culture which is grounded in our North Star and Compass and powered by our DRIVE values, focuses on the vision of becoming the Most Guest Centric Automotive Retailer. At Asbury, we work together to provide exceptional experiences for our guests while promoting a fun, supportive and inclusive environment where team members can thrive both personally and professionally. Based on our efforts, we have been recognized as one of the best places to work by both Newsweek and US News & World report. Asbury Automotive Group (NYSE: ABG), a Fortune 500 automotive retailer with about 80 retail locations and 103 franchises is currently seeking an IT Tier 1 Support Technician for Koons in Woodbridge Virginia. Asbury is one of the largest U.S. based franchised auto retailers with over $6.4 billion in total revenue in 2016, and we are continuing to expand our workforce. We are currently looking for a driven, dedicated individual that is excited at the opportunity to join a successful team, and continue to drive home the culture of success that has been built. Why Asbury? Attractive brand mix, attractive geographic footprint that allows for easy internal transfers, track record of consistently improving operating performance, and weekly pay.