What are the responsibilities and job description for the Prattville - IT Support Technician - Full Time position at Long-Lewis?
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.