Technical Support Specialist

Onsite Dealer Solutions is a company focused on providing technical support within the Information Technology domain. The Technical Support Specialist is responsible for delivering end user technical support, managing service requests, troubleshooting issues, and assisting with the company's proprietary SaaS platform.

Responsibilities

• Provide end user technical support ranging from routine service requests to more advanced troubleshooting across company supported systems
• Receive, document, prioritize, and resolve technical requests and incidents through the company ticketing and service management system in accordance with established service expectations
• Utilize the ticketing system consistently while collaborating with IT leadership to refine workflows, procedures, categorization, prioritization, and system configuration to improve efficiency, accuracy, and service quality
• Diagnose and resolve issues related to end user hardware, operating systems, applications, mobile devices, printers, peripherals, and related technologies
• Perform foundational network and connectivity troubleshooting, including wired and wireless access, VPN connectivity, authentication, and user access related issues
• Support employee lifecycle processes including onboarding, offboarding, role changes, account provisioning, access management, and equipment deployment and recovery
• Provide technical support for company owned and managed software platforms, including SERV and other internal or third-party business systems, encompassing user setup, configuration, navigation assistance, and basic troubleshooting
• Participate in internal and external facing technical activities as required, including system demonstrations, user training, onboarding support, and technical walkthroughs
• Communicate clearly and professionally with internal staff, leadership, and customers to diagnose issues, provide guidance, and deliver resolutions
• Create, maintain, and update technical documentation, procedures, and knowledge base resources to support repeatable processes and consistent service delivery
• Adhere to established IT support processes while contributing feedback and recommendations for continuous improvement of service delivery and operational practices
• Identify issues requiring escalation and collaborate with IT leadership, providing thorough documentation, troubleshooting steps, and supporting details
• Participate in scheduled on call rotations and provide extended hour support as required to align with business operations, including multi-time zone dealership environments
• Provide after hours or weekend support when business needs require, recognizing that workload and demand may vary
• Travel as needed to support on-site technical work, deployments, training, or business initiatives, including occasional out of state travel
• Independently manage assigned responsibilities, meet deadlines, and follow through on tasks with minimal supervision
• Maintain working knowledge of evolving technologies, tools, security practices, and industry standards relevant to the role
• Perform additional technical or operational duties within the scope of Information Technology as assigned to support business needs

Skills

• Thorough understanding of Information Technology principles and best practices
• 1–2 years of relevant Information Technology or technical support experience
• Professional interpersonal and communication skills required to support and interact with employees and customers at all levels of the organization
• Strong problem-solving, organizational, and verbal and written communication skills
• Ability to document technical issues, solutions, and procedures clearly and accurately
• Ability to manage multiple support requests and priorities in a fast-paced environment
• Ability to make sound decisions independently while knowing when to escalate issues appropriately
• Demonstrated professionalism, discretion, and sound judgment when handling sensitive systems, data, and user issues
• Associate degree in Information Technology, Computer Science, or a related field preferred but not required
• Relevant entry level IT certifications preferred but not required

Company Overview