Associate Endpoint Technician
AutoNation is one of the largest automotive retailers in the United States, offering innovative products, exceptional services, and comprehensive solutions, empowering our customers to make the best decisions for their needs. With a network of dealerships nationwide strengthened by a recognized brand, we offer a wide variety of new and used vehicles, customer financing, parts, and provide expert maintenance and repair services. Through DRV PNK, we have raised over $40 million for cancer-related causes, demonstrating our commitment to making a positive difference in the lives of our Associates, Customers, and the communities we serve.
So what do you say? Are you ready to be part of something big?
Reports To: Manager, Client Architecture / Director, IT Operations
Work Location: Corporate Headquarters
Position Summary:
The System Support Technician provides technical support for a wide range of technology across AutoNation. Responsibilities include delivering high quality customer support, interacting with users to troubleshoot and resolve issues efficiently and within the defined SLAs. The System Support Technician will also support, build, and implement endpoint configurations for windows devices, payment systems, MacOS and end user applications across both virtual and physical desktop environments.
Key Responsibilities:
• Responds timely to inbound calls or assigned tickets.
• Performs assessment of user technical support needs and handles/routes, accordingly, using documented knowledge articles/procedures and available tools.
• Documents in detail user issue as needed and steps performed to resolve in ticketing system.
• Remains knowledgeable and current on payment system changes including new products solutions and capabilities implemented.
• Creates new knowledge articles or updates existing articles with new information as needed to keep knowledge base current.
• Manages level 2 support ticket queue responding within defined SLA’s.
• Diagnoses, troubleshoots, and updates workstations or terminals remotely with drivers, firmware, or software to resolve issues.
• Assists users remotely in the installation of new or replacement Credit card or check terminals.
• Reassigns misrouted tickets to appropriate team for handling.
• Dispatches field technician when needed, works with tech to troubleshoot, and resolve issues in stores.
• Proactively monitors payment software version installed on enterprise PCs using available reports.
• Supports business related projects.
• Performs other job-related functions assigned by management.
• Completes assigned tasks, user requests, and process updates by following defined procedures.
• Provides preventative maintenance on assigned technologies, following established procedures.
• Continues to develop an understanding of the infrastructure and all applicable processes and procedures.
• Maintains compliance with relevant policies and procedures and escalates any concerns as appropriate.
• Participates in a weekly on call rotation.
Technical Skills:
• Experience managing and supporting Windows desktop OS, MAC OS, managed endpoint administration at scale across an enterprise-sized environment.
• Strong understanding of the Windows Desktop OS architecture, packaging software, scripting, and automated deployment tools (PowerShell), MS Office Suite, Active Directory, GPO, Citrix and more.
• Experience with Windows Server, Windows Desktop OS, macOS configuration, and deployment in a large enterprise environment.
• Ensuring physical and virtual systems are compliant with required security standards.
• Passionate about delivering exceptional client experience and tier three support.
• Able to work independently in a fast-paced environment with the ability to change priorities on the fly.
• Adheres to department and IT protocols, procedures, and service level agreements.
• Strong working knowledge with scripting languages – PowerShell, VBScript, Python, shell scripting/batch files.
• Strong diagnostic and root cause analysis skills.
Organizational Relationships:
• Interaction with store personnel and IT teams.
Qualifications:
• High school diploma or equivalent
• 1-3 years’ experience in technology field
• Windows 10 OS proficiency.
• Experience using remote access tools (TeamViewer)
• Ability to prioritize and understand urgency and impact.
• Ability to write knowledgebase articles.
• Self-Sufficient
• Able to work in a fast-paced environment.
• Windows 10 troubleshooting proficiency
• Works well with other team members.
Preferred:
• IT Experience in the automotive industry is a plus.
• Helpdesk experience working with end users.
• Experience with Service-Now ticketing system.
• Experience with Point-of-Sale systems/applications.
• Experience with troubleshooting VeriFone or Ingenico payment hardware.
• Experience with different pay methods, contactless, synchrony, Apple pay etc.
• Knowledge of EMV and another P2P card encryption.
• Experience with Check Guarantee systems and hardware
Interpersonal Skills:
• Strong Customer Service skills
• Exceptional listening skills
• Excellent oral and written communication skills
• Highly motivated individual.
• Ability to carry out the day-to-day functions of their job description independently.
• Ability to communicate clearly and succinctly.
• Ability to compose grammatically correct, concise, and accurate notes.
• Ability to work under pressure in a fast-paced environment.
• Technical writing skills
• System level troubleshooting skills
• Creative problem-solving skills
Physical Requirements:
• Ability to work later shift to accommodate west coast.
Exciting Benefits and Perks Await You:
Competitive compensation and 401k matching
Enjoy a healthy work-life balance with insurance plans (health, dental, vision) and maternity benefits
Exclusive RX Pet program offering discounts on medications
Associate purchase and discount programs for new and pre-owned vehicles, services, parts, collision, accessories, and AutoGear
Access amazing deals and discounts through YouDecide, a website with offers from top providers and retailers
Join our DRVPNK mission to raise and donate millions of dollars to cancer research and treatment, partnering with cancer charities nationwide
AutoNation is committed to creating a diverse, equitable, and inclusive environment in our workplace and the services we provide. We welcome candidates from all backgrounds who are passionate about making a positive impact. Even if you do not meet every requirement, we encourage you to apply. Join our team and help us foster a culture of belonging while contributing to our revolutionary work in the automotive industry. We value innovation, teamwork, and a commitment to making a positive impact in the world.
