Primary Responsibilities

Ticket Resolution & Support

• 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 the Long-Lewis dealerships in Prattville, AL.