Shop Systems Administrator - GreatWater 360 Auto Care
- Provide responsive, first-line technical support to shop and support center teammates across multiple locations
- Troubleshoot, resolve, document, and escalate application-related issues as appropriate
- Support shop systems including Protractor, AutoServe1, Steer, AutoOps, and related applications
- Collaborate with cross-functional teams to analyze shop operations and identify opportunities to improve system usage and performance
- Assist with the rollout of application updates, enhancements, and new technologies to ensure smooth adoption
- Develop, maintain, and help enforce standards, protocols, and procedures for consistent application use
- Create and support training materials; guide teammates to improve proficiency and adoption of shop systems
- Communicate clearly with non-technical users, providing step-by-step guidance and excellent customer service
- Support remote users, devices, and systems using ticketing and remote support tools
- Follow GreatWater Garages IT standards, security policies, and service level expectations
- Contribute to continuous improvement of IT processes, documentation, and system reliability
- Customer service or help desk experience required
- Experience supporting shop management systems, especially Protractor
- Experience with shop CRM platforms such as Steer and AutoOps (preferred)
- Experience supporting digital vehicle inspection platforms, particularly AutoServe1
- Proven experience in IT or application support roles within a team-oriented environment
- Working knowledge of computer networking, system installation, and administration
- Familiarity with database concepts and project management tools
- Proficiency with Windows, Microsoft 365, and ticketing systems such as Zendesk
- Experience supporting remote users, retail environments, or multi-site operations
- Strong analytical, troubleshooting, and problem-solving skills
- Excellent written and verbal communication skills with a customer-focused mindset
- Ability to prioritize and manage multiple requests simultaneously
- Ability to remain calm and effective in high-pressure or time-sensitive situations
- Adaptable, curious, and committed to continuous learning
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