Technical Support Specialist
4 days ago
Mission
Job Description Technical Support Specialist OnSite Dealer Solutions Position Title: Technical Support Specialist Department: Information Technology Classification: Exempt Revision Date: January 9, 2026 Reporting Relationships Position Reports to: IT Director/Manager Positions Supervised: N/A Position Purpose This position is responsible for providing end user technical support ranging from routine service requests to more advanced troubleshooting across the organization and reports directly to IT Leadership. The Technical Specialist supports internal employees, field staff, and approved external users, contributes to daily IT operations, documents technical issues and resolutions, and assists with support of the company's proprietary SERV web-based SaaS platform. Essential Functions and Basic Duties • Provide end user technical support ranging from routine service requests to more advanced troubleshooting across company supported systems., • Receive, document, prioritize, and resolve technical requests and incidents through the company ticketing and service management system in accordance with established service expectations., • Utilize the ticketing system consistently while collaborating with IT leadership to refine workflows, procedures, categorization, prioritization, and system configuration to improve efficiency, accuracy, and service quality., • Diagnose and resolve issues related to end user hardware, operating systems, applications, mobile devices, printers, peripherals, and related technologies., • Perform foundational network and connectivity troubleshooting, including wired and wireless access, VPN connectivity, authentication, and user access related issues., • Support employee lifecycle processes including onboarding, offboarding, role changes, account provisioning, access management, and equipment deployment and recovery., • Provide technical support for company owned and managed software platforms, including SERV and other internal or third-party business systems, encompassing user setup, configuration, navigation assistance, and basic troubleshooting., • Participate in internal and external facing technical activities as required, including system demonstrations, user training, onboarding support, and technical walkthroughs., • Communicate clearly and professionally with internal staff, leadership, and customers to diagnose issues, provide guidance, and deliver resolutions., • Create, maintain, and update technical documentation, procedures, and knowledge base resources to support repeatable processes and consistent service delivery., • Adhere to established IT support processes while contributing feedback and recommendations for continuous improvement of service delivery and operational practices., • Identify issues requiring escalation and collaborate with IT leadership, providing thorough documentation, troubleshooting steps, and supporting details., • Participate in scheduled on call rotations and provide extended hour support as required to align with business operations, including multi-time zone dealership environments., • Provide after hours or weekend support when business needs require, recognizing that workload and demand may vary., • Travel as needed to support on-site technical work, deployments, training, or business initiatives, including occasional out of state travel., • Independently manage assigned responsibilities, meet deadlines, and follow through on tasks with minimal supervision., • Maintain working knowledge of evolving technologies, tools, security practices, and industry standards relevant to the role., • Perform additional technical or operational duties within the scope of Information Technology as assigned to support business needs. Qualifications Education/Certification: · Associate degree in Information Technology, Computer Science, or a related field preferred but not required. · Relevant entry level IT certifications preferred but not required. Required Knowledge: · Thorough understanding of Information Technology principles and best practices. Experience Required: · 1–2 years of relevant Information Technology or technical support experience. Skills/Abilities: · Professional interpersonal and communication skills required to support and interact with employees and customers at all levels of the organization. · Strong problem-solving, organizational, and verbal and written communication skills. · Ability to document technical issues, solutions, and procedures clearly and accurately. · Ability to manage multiple support requests and priorities in a fast-paced environment. · Ability to make sound decisions independently while knowing when to escalate issues appropriately. · Demonstrated professionalism, discretion, and sound judgment when handling sensitive systems, data, and user issues. Physical Activities and Requirements Talking: · Must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly. Average Hearing: · Able to hear average or normal conversations and receive ordinary information. Repetitive Motion · Movements frequently and regularly required using the wrists, hands, and fingers for computer use, equipment handling, and technical tasks. Average Visual Abilities: · Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery. Physical Strength: · Primarily sedentary work with periodic standing and movement. · Exerts up to 40 lbs. of force occasionally when lifting or moving computer equipment, peripherals, or related materials. Travel · Travel is required on an as needed basis to support business operations, including on-site technical support, deployments, training, and office visits. · Travel may include in state and out of state locations and typically occurs with advance notice when feasible. · Flexibility to travel and adjust work schedules, including occasional after hours or extended hour coverage, is required to support operational needs. Position Type Full time, salaried, exempt Remote with occasional travel to dealership locations Compensation Starting salary: $50,000 annually Work Schedule and Coverage Expectations This role supports a nationwide, multi-time-zone dealership environment and follows a staggered coverage model to ensure appropriate support throughout business operating hours. Candidates will be considered for one of two primary coverage alignments based on availability, and business need: • Early coverage alignment: primary availability during standard morning and daytime business hours, • Late coverage alignment: primary availability during late morning through evening business hours Specific coverage alignment will be determined during the hiring process to ensure balanced team coverage. This is a full-time, salaried, exempt position. Work schedules are based on primary availability windows rather than fixed clock-in or clock-out times. Some flexibility is expected depending on workload, incidents, and operational needs. On-Call and After-Hours Support • This role participates in a rotating on-call schedule to support after-hours and weekend operations., • On-call responsibilities focus on Tier 1 and Tier 2 support for business-impacting issues. Escalation to senior IT leadership is available for complex or high-risk situations., • On-call schedules are assigned in advance and rotated to ensure balanced coverage across the team. Remote Work and Travel This is a primarily remote position. Occasional travel to dealership locations or company sites may be required to support deployments, on-site technical work, training, or business initiatives. INTENT AND FUNCTION OF JOB DESCRIPTIONS Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.