Lithia & Driveway | ITS Technology Support Specialist

Travel Required: Supports the Northern California region (San Francisco, Sacramento and Fresno)

Compensation: $50,000 -$75,000

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 companywide

Troubleshoot hardware, software, networking, mobile, and telephony issues

Serve as an escalation point and provide VIP/white-glove support when needed

Manage Major Incidents and ensure timely resolution

Identify opportunities to improve processes and implement automation

Create and maintain documentation for processes, procedures, and troubleshooting

Mentor and train team members while leading by example

Monitor and support your shift, addressing escalations as they arise

Travel as needed for onsite support, including potential international assignments

What You Bring:

8+ years of IT support experience, ideally in a Service Desk / Call Center environment

Strong technical knowledge of Windows, Apple, Networking, Applications, mobile, and telephony systems

Understanding of ITIL Service Management principles; ITIL certification preferred

Excellent problem-solving, critical thinking, and communication skills

Strong attention to detail, adaptability, and ability to prioritize tasks

Team player focused on providing exceptional customer service

Experience in retail automotive or OEM automotive hardware/software a plus

Bachelor’s degree in IT or related field preferred, or equivalent education/certifications

We offer best in class industry benefits:

Competitive pay

Medical, Dental and Vision Plans

Paid Holidays & PTO

Short and Long-Term Disability

Paid Life Insurance

401(k) Retirement Plan

Employee Stock Purchase Plan

Lithia Learning Center

Vehicle Purchase Discounts

Wellness Programs

High 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.