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# IT Support Tier 1

- **Company:** Asbury, Inc
- **Location:** Baltimore, MD, United States
- **Experience:** Expert
- **Salary:** $41,434.0 - $62,150.0
- **Contract:** Permanent contract
- **Skills:** Application Services, Databases, Learning Management Systems, Issue Tracking Systems, Information Technology, Automotive Software, Cisco
- **Published:** October 20, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=ea735bbadeb82e4e

## About the Role

* Strong communication, time management, organization, interpersonal skills
 * Strong analytical, problem solving and technical troubleshooting skills
 * 5+ Years IT customer support/help desk experience
 * Working Knowledge of ITIL v3 Foundations Methodology
 * Working knowledge of MS operating systems and applications
 * Cisco Call Manager experience a plus
 * Automotive Software experience a plus

## Description

* Troubleshoots and resolves trouble tickets related to provisioning with all applications
 * Triages Level II and Level III Incident and Service Request tickets
 * Troubleshoots and resolves incident tickets related to technical difficulties with hardware, software, and the network
 * Documents, tracks and monitors incidents and Service requests to ensure a timely resolution
 * Resolves Level I incident and service request tickets
 * Validates with internal customers the incident or service request has been resolved and update the ITSM ticketing system
 * Interface effectively with IT infrastructure, security, applications management, database and government personnel
 * Communicates effectively with IT team and dealership personnel
 * Actively contribute to IT Continual Service Improvement efforts
 * Ability to complete multiple simultaneous project and support tasks in a timely manner
 * Resolves access issues in accordance with policy
 * Collaborates with IT to resolve access/setup standard profiles
 * Verifies issue resolution on the customer's behalf
 * Verifies with the customer that the issue has been resolved and update the ticketing system
 * Interfaces with IT Tier I and II personnel
 * Communicates progress and issues in a timely manner
 * Actively contributes to ongoing process improvement
 * Performs other related duties to benefit the mission/vision of the organization