ITS Sr Technology Support Specialist

Lithia & Driveway Its Technology Support Specialist Location: 13101 Telecom Dr. Temple Terrace, FL 33637This role supports locations in Tampa, Wesley Chapel, Orlando, New Port Richey, Jacksonville, Holiday, and Gainesville. Regular travel is required.Compensation: The full salary range for this position is $70,000-$105,000 annually. The anticipated starting pay for this role is $70,000-80,000, based on factors such as skills, experience, and internal equity. Final compensation will be determined through the interview process and in accordance with applicable pay equity and transparency laws.The Technology Service Operations group utilizes ITIL methodologies, which is the concept of IT governance, determining best practices and responsibilities, coupled with the greatest possible user and customer satisfaction, to achieve the organizations objectives.This position is responsible for providing quality technical support and customer service to all customers of the organization. It will include frequent communication with senior executive personnel, vendors, internal team members, store users/personnel and external resources. The primary focus of this individual will be to support all Lithia & Driveway, Inc. (LAD) stores companywide. The individual in this position will work in a service desk / call center environment troubleshooting software/hardware issues, performing break/fix tasks, move-add-change tasks and receiving and processing calls/tickets. This individual will also be expected to innovate and apply skills and knowledge to improve work processes and streamline the efficiency of the Department. Customer Services skills, attention to detail and organization skills will be highly valuable at every level of this position.What You'll Do:Provide Tier 2 / advanced technical support for Lithia & Driveway stores companywideTroubleshoot hardware, software, networking, mobile, and telephony issuesServe as an escalation point and provide VIP/white-glove support when neededManage Major Incidents and ensure timely resolutionIdentify opportunities to improve processes and implement automationCreate and maintain documentation for processes, procedures, and troubleshootingMentor and train team members while leading by exampleMonitor and support your shift, addressing escalations as they ariseTravel as needed for onsite support, including potential international assignmentsWhat You Bring:8+ years of IT support experience, ideally in a Service Desk / Call Center environmentStrong technical knowledge of Windows, Apple, Networking, Applications, mobile, and telephony systemsUnderstanding of ITIL Service Management principles; ITIL certification preferredExcellent problem-solving, critical thinking, and communication skillsStrong attention to detail, adaptability, and ability to prioritize tasksTeam player focused on providing exceptional customer serviceExperience in retail automotive or OEM automotive hardware/software a plusBachelor's degree in IT or related field preferred, or equivalent education/certificationsWe offer best in class industry benefits:Competitive payMedical, Dental and Vision PlansPaid Holidays & PTOShort and Long-Term DisabilityPaid Life Insurance401(k) Retirement PlanEmployee Stock Purchase PlanLithia Learning CenterVehicle Purchase DiscountsWellness ProgramsHigh School graduate or equivalent, 18 years or older required. We are a drug free workplace. We are committed to equal employment opportunity (regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status). We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.