Position Overview

OnSite Dealer Solutions is seeking an IT Technical Support Specialist to provide remote technical support to employees, field staff, and approved external users. This position handles support requests ranging from routine user assistance to more advanced troubleshooting. The role also supports daily IT operations and the company's proprietary SERV web-based platform.

Responsibilities

• Provide remote technical support using computer applications and remote-access tools.
• Receive, document, prioritize, and resolve support requests through the company's ticketing system.
• Troubleshoot issues involving computers, operating systems, business applications, mobile devices, printers, and peripherals.
• Perform basic network and connectivity troubleshooting involving wired and wireless connections, VPN access, authentication, and user access.
• Support employee onboarding, offboarding, role changes, account provisioning, access management, and equipment deployment or recovery.
• Provide user setup, configuration assistance, navigation guidance, and basic troubleshooting for SERV and other company-supported platforms.
• Assist with system demonstrations, user training, onboarding sessions, and technical walkthroughs.
• Create and maintain technical procedures, troubleshooting guides, and knowledge-base documentation.
• Communicate clearly and professionally with employees, leadership, customers, and other supported users.
• Identify issues requiring escalation and provide complete documentation of the troubleshooting already performed.
• Help improve support processes, ticket workflows, documentation, and service delivery practices.
• Manage multiple requests and priorities while meeting deadlines and following through on assigned responsibilities.

Qualifications

• One to two years of relevant IT support experience.
• Experience providing remote technical support to end users.
• Experience using an IT ticketing or service-management system.
• Working knowledge of common IT principles, support practices, operating systems, computer hardware, applications, and basic networking.
• Strong troubleshooting, organizational, and problem-solving skills.
• Clear verbal and written communication skills.
• Ability to document technical issues, resolutions, and procedures accurately.
• Ability to manage multiple priorities in a fast-paced environment.
• Ability to work independently while escalating issues appropriately.
• Professional judgment and discretion when handling sensitive systems, data, and user concerns.
• Associate degree in Information Technology, Computer Science, or a related field preferred but not required.
• Entry-level IT certifications are preferred but not required.

Remote Work and Travel

This position is performed remotely. Occasional travel to dealership locations or company sites is expected to support deployments, on-site technical work, training, office visits, or other business initiatives. Travel may include in-state and out-of-state locations and will typically be scheduled in advance when feasible. The position is primarily sedentary but may require occasionally lifting or moving computer equipment and related materials weighing up to 40 pounds.