IT Support Technician

Description

 IT SUPPORT TECHNICIAN 

Position Information: The full-time Information Technology (IT Support) Technician is the primary provider of end-user client support and IT service delivery for Thomas entities.  This position will support Thomas business operations by managing, monitoring, and ensuring stable and secure network connectivity. 

Areas of Emphasis:

• Exemplify the Thomas Automotive Core Values: Positive, Trustworthy,      Motivation, Compassion, and Dedication
• Understand the Thomas Core Focus of “Bringing Integrity to the      Automotive Industry” and “Building Trust and Confidence through      Exceptional Service”
• Learn, Understand, and incorporate the Thomas philosophy of doing      business into all daily activities related to customer and coworker      relationship management
• Be a great team member
• Successfully      Maintain the following accountabilities
  • Provide end-user client support and service delivery 
  • Investigate and support       secure access and VPN connectivity for Thomas authorized users
  • Provide user account management including permissions, group       access, and network/software permission as assigned by the IT Director
  • Manage user technical training, IT policy documentation, and HUB       file management
  • Create and maintain professional working relationships in support       of the Thomas Core Focus

Duties and Responsibilities: 

• Greet every customer, every day
• Maintain      high ethical standards when dealing with customers, co-workers and vendors
• Put safety first. Adhere to all Safety Policies,      Procedures and Personal Protective Equipment standards
• Maintain a safe and clean workspace, as well as      ensuring the entire facility is orderly, clean and free of hazards

· Small team, big impact: Your work matters here. You are a key part of how we deliver for our clients. First point of contact for client IT support. You will troubleshoot hardware, software, and networking issues, and help maintain the systems that our clients depend on every day. You will work with a variety of clients, technologies, and environments instead of supporting a single company’s setup.

· Client Support and Service Delivery - Provide first-level technical support to client end users via phone, remote session, and email - Troubleshoot Windows 11 - Support Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Telephone Support, VOIP - Diagnose and resolve hardware, software, printing, and connectivity issues - Escalate complex issues appropriately while maintaining ownership of tickets.

· Security-First IT Support - Assist with endpoint security tools - Support secure remote access and VPN connectivity - Provision and deprovision user accounts in Active Directory and Microsoft 365 Admin - Follow security best practices for password resets, access control, and device onboarding - Identify potential security risks and escalate appropriately.

· Systems and Infrastructure Support - Manage user accounts, groups, and permissions (Active Directory and Microsoft 365) - Support device deployment and configuration (Windows, mobile devices) - Basic troubleshooting of networking components (switches, firewalls, TCP/IP, DNS, DHCP) - Work within standardized configurations and documented client environments.

· Documentation and Process - Accurately document incidents, troubleshooting steps, and resolutions - Maintain clear communication with clients throughout the ticket lifecycle - Participate in internal training and process improvement initiatives.

Qualifications: High school diploma or the equivalent. 

Technical Skills - Experience supporting Windows desktop environments (Windows 11) - Working knowledge of Microsoft 365 administration - Understanding of Active Directory and basic networking concepts (DNS, DHCP, TCP/IP) - Familiarity with remote support platforms - Exposure to cybersecurity concepts (MFA, EDR) is strongly preferred.

Professional Skills - Strong troubleshooting and analytical mindset - Clear, professional communication skills - Customer service orientation with a calm and patient demeanor - Ability to prioritize tasks in a multi-client environment - Commitment to documentation and process consistency - Desire to grow technically and professionally.

Working Conditions: Will work in a dealership and office environment. May be exposed to noise, dust, exhaust fumes, and other hazardous and non-hazardous materials. Business casual dress and grooming.

Note: I have carefully read and understand the contents of this job description. I understand the responsibilities, requirements and duties expected of me. I also understand that this job description does not constitute a contract of employment nor alter my status as an at-will employee. I have the right to terminate my employment at any time and for any reason, and the dealership has a similar right.

This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this list is intended to be an accurate reflection of the current job, the dealership reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, work load, rush jobs, or technological developments).

Thomas Automotive is an Equal Opportunity Employer.