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IT Client Services Technician in Newport Beach, CA at Fletcher Jones

Date Posted: 11/19/2018

Job Snapshot

Job Description

 

The primary responsibility of the I.T. Client Services Technician (CST) is to provide assistance and support to our California based management group and dealership employees. The CST creates and routes helpdesk tickets and reports directly to the Client Services Manager. The CST displays proper phone etiquette and support procedures. Other duties include client account creation, changes and terminations, general desktop and application support.

The CST resonds accordingly to SLA’s determined by the CSM to make sure that prioritized incidents are handled first. The CSM will train and guide the CST in all the areas of responsibilities.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

 

  • Monitors Helpdesk application for open tickets
  • Client account creation, changes, terminations.
  • Adhere’s to SLA’s for given incidents.
  • Communicates any questions, needs or issues immediately with CSM
  • Prioritize issues properly to ensure our business processes continue to run at their highest level
  • Encourage the use of our helpdesk application
  • Maintain the helpdesk application by updating tickets and closing tickets when resolved
  • Troubleshoot and help resolve software and hardware related issues
  • Work alongside with IT dept. personnel when needed to resolve user, equipment, application issues
  • Assist users with DMS Support (CDK, Advent application and print issues)
  • Support users and manage access for manufacture applications (Netstar, MBAdvantage etc…), CRM (Momentum, Revolution, X-Time), and other third party apps such as Proquest (Snap-On) parts catalog systems, ASR, etc…
  • Add, Move, Change PC/phone/equipment locations when requests are made by management
  • Imaging/refreshing PC’s using Windows Deployment Services
  • Assist in setting up user’s mobile devices (Exchange email, work links, apps, wireless connections) when authorized and appropriate.
  • Follow rules and procedures set forth by CSM, DI, CFO, COO and President of Fletcher Jones Management Group
  • Maintain Active Directory structure and policies as directed by CSM and Systems Analysts (SA)
  • Immediately alert CSM of issues related to servers, applications or network systems
  • Maintain spare equipment in inventory, such as PC’s, monitors, Mitel Desktop phones, F&I printers, cabling, etc. for each location.

Job Requirements

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

EDUCATION and/or EXPERIENCE

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.  Will be trained on computer systems.  Ability to work well with customers.

 

LANGUAGE SKILLS

Ability to read and comprehend simple instructions, short correspondence, and memos.  Ability to write simple correspondence.  Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.  Ability to communicate customers' interests, needs, and request to management and sales personnel.

 

REASONING ABILITY

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to deal with problems involving a few concrete variables in standardized situations.

Will perform most of shift at a desk in an office setting.  Professional personal appearance.

We are an Equal Opportunity Employer.