IT Support Technician - Full Time

IT Support Technician - Full Time

Job Category: GENERAL

Requisition Number: ITSUP002690

Location: Long-Lewis Auto Group | Corporate Office, 201 S Court St, Suite 310, Florence, AL 35630, USA

Pay Range: $17 to $25 USD

Job Details

Description

Primary Responsibilities:

• Resolve Tier 1 and Tier 2 support tickets in a timely manner.
• Troubleshoot hardware, software, and system access issues.
• Provide support for Microsoft 365, endpoints, and common business applications.
• Document all work performed within the ticketing system (ServiceNow).

User Support:

• Provide professional and responsive support to end users.
• Assist users with system access, MFA, and application issues.
• Guide users through basic troubleshooting steps when appropriate.
• Ensure clear communication and follow-up on all issues.

Incident Management:

• Identify, categorize, and prioritize incidents based on impact and urgency.
• Escalate issues to Service Desk Lead or Infrastructure & Security Engineer when appropriate.
• Support resolution of high-impact incidents as directed.

Endpoint & System Support:

• Configure and support desktops, laptops, and peripheral devices.
• Assist with software installations and updates.
• Support endpoint security tools and policies as directed.
• Maintain system hygiene and compliance with standards.

Documentation & Knowledge Management:

• Document solutions, fixes, and troubleshooting steps.
• Contribute to knowledge base articles and standard procedures.
• Ensure tickets contain accurate and complete information.

Process Adherence:

• Follow ITSM processes and workflows defined in ServiceNow.
• Ensure all actions are properly logged and auditable.
• Adhere to security and access control policies.
• Escalate process gaps or recurring issues.

Accountability:

• Timely and accurate ticket resolution
• Proper escalation of issues
• Quality of documentation and ticket updates
• Adherence to ITSM processes and policies
• User satisfaction and communication quality

Key Competencies:

• Strong problem-solving skills
• Attention to detail
• Ability to follow structured processes
• Customer service mindset
• Accountability and reliability
• Ability to handle multiple tasks and priorities

Alignment to IT Department Identity:

This role supports Accountability, Discipline, Security & Stewardship, Service Excellence, and Continuous Improvement within the IT department.

Career Development Path:

• IT Support Administrator (Identity & Access)
• Service Desk Lead
• Cybersecurity Analyst
• Infrastructure & Security Engineer (long-term path)

This is a hybrid position local to any of the Long-Lewis dealerships in the state of AL.

Qualifications

Behaviors

Preferred:

Loyal: Shows firm and constant support to a cause

Team Player: Works well as a member of a group

Enthusiastic: Shows intense and eager enjoyment and interest

Dedicated: Devoted to a task or purpose with loyalty or integrity

Innovative: Consistently introduces new ideas and demonstrates original thinking

Thought Provoking: Capable of making others think deeply on a subject

Functional Expert: Considered a thought leader on a subject

Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well

Motivations

Preferred:

Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work

Self-Starter: Inspired to perform without outside help

Job Security: Inspired to perform well by the knowledge that your job is safe

Growth Opportunities: Inspired to perform well by the chance to take on more responsibility

Goal Completion: Inspired to perform well by the completion of tasks

Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals

Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization

Education

Preferred:

Associates or better in Information Technology or related field.

Experience

Required:

Experience with ticketing systems (ServiceNow preferred)

Familiarity with Active Directory / Entra ID (basic user support)

Basic troubleshooting skills across Windows environments

Experience with Microsoft 365 (Outlook, Teams, OneDrive, etc.)

1-3 years: IT support experience

Preferred:

CompTIA A+ or Network+ (or pursuing)

Licenses & Certifications

Required:

DRIVER'S LICENSE

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.