Ascendance Truck Centers
IT-Field Support Manager
Ascendance Truck Centers, Harrisburg, Pennsylvania, United States, 17101
Field Support Manager
Ascendance Truck Centers is one of the region's premier Commercial Truck Sales & Leasing Dealerships. Our team enjoys a fantastic culture and opportunities for advancement, which are company-wide focused to help you grow both personally and professionally. We are interested in helping you establish and build a long-term career with us, because we know that happy employees lead to happier customers! Benefits: 401(k) 401(k) matching Dental insurance Disability insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid sick time Paid time off Parental leave Referral program Travel reimbursement Vision insurance Job Summary:
We are seeking a skilled and customer-focused Field Support Manager to join our team. In this role, you will be responsible for providing first-line technical assistance and support to internal users or external clients experiencing hardware, software, or network-related issues. The ideal candidate will have excellent problem-solving skills, strong communication abilities, and a passion for helping others with technology. Key Responsibilities:
Respond to support requests via phone, email, chat, and/or ticketing system. Diagnose and troubleshoot hardware, software, and network issues. Guide users through step-by-step solutions in a clear and concise manner. Install, configure, and update software and applications. Collaborate with escalation teams to ensure timely resolution of complex technical issues. Document issues, solutions, and user interactions in the support database. Maintain knowledge base articles and self-help documentation. Assist with user account management, including password resets and access requests. Perform regular system checks and maintenance tasks as directed. Stay up to date on new technologies, system updates, and company tools. Participate in on-call rotations or emergency response situations as needed. Additional duties as required by leadership. Qualifications:
Required: Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent work experience. 13 years of experience in a technical support or IT help desk role. Effective verbal and written communication skills. Familiarity with operating systems (Windows, macOS, Linux) and common software applications (Microsoft Office, Google Workspace, etc.). Basic understanding of networking concepts and protocols (TCP/IP, DNS, VPN). Strong communication, interpersonal, and customer service skills. Ability to work independently and in a team environment. Problem-solving mindset and a willingness to learn. Valid driver's license and willingness to travel to field locations. Preferred:
Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira). Certifications such as CompTIA A+, Network+, or Microsoft certifications. Knowledge of Active Directory, remote desktop tools, and IT asset management.
Ascendance Truck Centers is one of the region's premier Commercial Truck Sales & Leasing Dealerships. Our team enjoys a fantastic culture and opportunities for advancement, which are company-wide focused to help you grow both personally and professionally. We are interested in helping you establish and build a long-term career with us, because we know that happy employees lead to happier customers! Benefits: 401(k) 401(k) matching Dental insurance Disability insurance Employee assistance program Flexible spending account Health insurance Health savings account Life insurance Paid sick time Paid time off Parental leave Referral program Travel reimbursement Vision insurance Job Summary:
We are seeking a skilled and customer-focused Field Support Manager to join our team. In this role, you will be responsible for providing first-line technical assistance and support to internal users or external clients experiencing hardware, software, or network-related issues. The ideal candidate will have excellent problem-solving skills, strong communication abilities, and a passion for helping others with technology. Key Responsibilities:
Respond to support requests via phone, email, chat, and/or ticketing system. Diagnose and troubleshoot hardware, software, and network issues. Guide users through step-by-step solutions in a clear and concise manner. Install, configure, and update software and applications. Collaborate with escalation teams to ensure timely resolution of complex technical issues. Document issues, solutions, and user interactions in the support database. Maintain knowledge base articles and self-help documentation. Assist with user account management, including password resets and access requests. Perform regular system checks and maintenance tasks as directed. Stay up to date on new technologies, system updates, and company tools. Participate in on-call rotations or emergency response situations as needed. Additional duties as required by leadership. Qualifications:
Required: Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field; or equivalent work experience. 13 years of experience in a technical support or IT help desk role. Effective verbal and written communication skills. Familiarity with operating systems (Windows, macOS, Linux) and common software applications (Microsoft Office, Google Workspace, etc.). Basic understanding of networking concepts and protocols (TCP/IP, DNS, VPN). Strong communication, interpersonal, and customer service skills. Ability to work independently and in a team environment. Problem-solving mindset and a willingness to learn. Valid driver's license and willingness to travel to field locations. Preferred:
Experience with ticketing systems (e.g., Zendesk, Freshdesk, Jira). Certifications such as CompTIA A+, Network+, or Microsoft certifications. Knowledge of Active Directory, remote desktop tools, and IT asset management.