Architecture, Support 4

System Support 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?

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, resolving 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.

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.
• 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.