Help Desk Technician

Description

Who We Are :

From Georgia. For Georgia. Since 1914 Yancey Bros. Co. has proudly served as the authorized Caterpillar equipment dealer for Georgia, providing our customers with the highest quality sales, parts and service. From Caterpillar heavy and compact construction equipment to on-highway trucks, we remain committed to learning more about our customers, offering equipment and support to keep up with their changing needs. This all starts with our greatest asset…our employees.

What You Will Be Doing :

As a Help Desk Technician your main focus is to assist employees with technical support and troubleshooting for their computer hardware and software issues. You will also maintain user accounts, complete new computer set ups and install / configure / maintain different hardware (PC, tablet, phone, printer, etc) and software / operating systems. There will also be times where you will assist with network and service maintenance.

Primary Responsibilities :

Respond to end user requests via phone, email, ticketing system, or in person

Installs, configures, and maintains hardware (PC, tablet, phone, printer, scanner, fax, copier, etc)

Installs, configures, and maintains software and operating systems

Administers workstation assets by tracking computer equipment and installed software

End user training as required

Create / Update / Delete user accounts

Assists Network Administrator with network and server maintenance

Monitors and maintains applications and hardware

Monitors and maintain server and network backups

Gather and respond to feedback from end user surveys

Document procedures for IT and end users

Document work orders and keep users up-to-date on their cases

Generate reports on tickets, assets, accounts, etc. as required

Additional Responsibilities :

Participate in required safety program, and work in a safe manner.

Additional duties as assigned by manager.

Who We Are Looking For :

To be successful in this position you should have a working knowledge of TCP / IP networks, PC’s and their components, Active Directory, group policy, NTFS security, and common software applications. You should possess a strong sense of urgency and desire to provide superior customer service. The ability to take direction and work with minimal supervision is required for this position as well.

Education / Experience :

• High school diploma or equivalent preferred.

Required Qualifications / Skills :

Excellent verbal and written communication skills for technical and non-technical audiences

Excellent customer services skills

Excellent technical problem solving skills and the ability to understand complex and abstract concepts

A general knowledge of common software applications such as Word, Excel, PowerPoint, Outlook, Ghost, Symantec Endpoint Protection, etc.

A good working knowledge of voice and data cables, jacks, and patch panels

A good general knowledge of TCP / IP networks and basic services used such as DNS, DHCP, SMB, FTP, etc.

Working knowledge of Active Directory, group policy, NTFS security

Working knowledge of PC’s and their components. Dell and Lenovo are most relevant, but knowledge of any other brand is acceptable.

Ability to analyze problems and solve them through your own research and by drawing your own conclusions.

Excellent judgement within given parameters. For example, when to recommend repairing a PC instead of replacing a PC.

Ability to manage multiple tasks and establish priorities

Ability to function effectively as a team member within IT as well as other areas of the organization.

Ability to lift up to 60 lbs to a height of 4 ft regularly

Ability to diagnose and repair software problems remotely

Ability to work well under moderate pressure

Good working knowledge of the Windows command line

Ability to script installs and administrative tasks is preferred, but not required

Must carry a cell phone during business hours and on-call rotations. Must be able to respond to calls in 30 minutes or less when on call, 24 hours per day.

Must be able to travel 15% of the time to other branches in Georgia. (Albany, Augusta, Brunswick, Savannah, and Valdosta are the most distant branches)

Attention to detail

Preferred Qualifications / Skills :

Values :

At Yancey Bros. Co, we are always looking to add people to our team who share our core values :

Safety : We value the lives and health of our team and customers above all else.

Integrity : We are ethical and trustworthy, demonstrate respect for others, and communicate truthfully and promptly.

Teamwork : We work as one across our organization for the benefit of our customers.

Excellence : We strive to be the best, continuously improving our customers’ experience and the solutions we provide.

Sense of Urgency : We respond quickly to customer needs and hold ourselves accountable for results.

Ideal candidates will demonstrate the following values :

Acting in a safe manner

Exhibiting honesty and integrity

Acting in a fair and ethical manner

Team mentality

Delivering quality results

Embraces change / improvement

Exhibiting superior customer service skills

Exhibiting pride and ownership

Working with a sense of urgency

Exhibiting a winning attitude

What We Offer :

Yancey Bros Co offers a full benefits package that includes aggressive compensation levels, technician tool allowances, full medical, vision and dental coverage, employee wellness programs, paid vacations and more.

Competitive Pay Structure

Competitive Pay

Individual Bonus Opportunities Available

Technician Tool Allowance

401k Plan Strong Company Match

Employee Profit Sharing

Financial Wellness Coaching

Employee Wellness Program

Medical, Vision, Dental Insurance

Prescription Drug Coverage

Flexible Spending Accounts

Short & Long Term Disability

Group Life Insurance

Personal Time Off

Paid Holidays

Paid Sick Leave

Career Development

Tuition Reimbursement

Ongoing Training

Advancement Opportunities

Qualifications

Education

Required

Preferred

Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights () notice from the Department of Labor.