Lead IT Support Specialist

Location: Santa Maria, CA

Job :139-200

# of Openings:1

Lead IT Support Specialist

Location

Multiple Automotive Dealerships along the Central Coast

Position Type

Full-Time

Reports To

Schedule

Monday through Friday, daytime hours, with occasional after-hours support as needed.

This role is responsible for owning the day-to-day IT support queue, resolving the majority of end-user technical issues, and providing both remote and onsite support across multiple dealership locations. The ideal candidate has strong troubleshooting skills, Microsoft 365 experience, exceptional customer service skills, and an experience-first mindset.

This is not an entry-level Help Desk position, nor is it an engineering role. We are looking for an experienced IT professional who can independently resolve most support requests while knowing when and how to escalate more complex issues to senior IT staff.

With more than 500 endpoints across nine dealerships, this position plays a critical role in keeping our users productive and our technology systems running efficiently.

• Manage and prioritize incoming support tickets across multiple dealership locations.
• Own the ticket board: set priorities, assign or reassign tickets, request more detail on unclear requests, and close unresponsive tickets after follow-up.
• Serve as the primary point of contact for end-user technical support.
• Troubleshoot hardware, software, mobile device, connectivity, SaaS technician tool, and VoIP phone issues.
• Provide onsite and remote support to dealership personnel.
• Provide clear instructions and hands-on guidance to end users, helping them understand company technology and work more efficiently.
• Support Windows desktops, laptops, mobile devices, and peripheral equipment.
• Administer and support Microsoft 365 services, including:
  • User account management
  • License assignment
  • Password resets
  • Exchange Online
  • Microsoft Teams
  • Distribution groups
  • Entra
• Assist with endpoint deployment and management.
• Perform employee onboarding and offboarding tasks.
• Configure and deploy computers, peripherals, and mobile devices.
• Maintain accurate documentation of technical issues and resolutions.
• Identify recurring issues and recommend process improvements.
• Coordinate and communicate effectively with users, vendors, and IT team members.
• Escalate infrastructure, networking, cybersecurity, and application issues when appropriate.
• Protect customer financial and personal data in line with the FTC Safeguards Rule, including MFA, access controls, and phishing reporting.
• Travel between dealership locations as needed to provide onsite support.

• You will touch a wide variety of systems, software, and devices.
• Pull camera footage as requested and authorized.
• Onboard and offboard users.
• Address phone call routing issues.
• Install and replace workstation components and peripherals.
• Strive for an empty ticket board.
• Assist users with email setup and password changes.
• Modify user permissions and grant access to company resources.

• 3+ years of professional IT support experience.
• Exceptional customer service and communication skills, with an experience-first mindset.
• Strong troubleshooting skills across hardware, software, and Microsoft environments.
• Experience supporting Microsoft 365.
• Experience with:
  • Windows 11
  • Microsoft Entra  (Azure AD) or Active Directory
  • Microsoft Teams
  • Exchange Online
• Basic networking knowledge, including:
  • TCP/IP
  • DNS
  • DHCP
  • Wi‑Fi troubleshooting
• Experience working in a ticketing system.
• Experience supporting VoIP phone systems, including call routing and handset troubleshooting.
• Experience supporting and troubleshooting networked printers and multifunction devices.
• Experience instructing or training users on technology, with the…