Technical Support Specialist

<strong>At Dobbs Truck Group, a part of our mission is to create relationships and a healthy work environment for our employees. We are always looking for qualified, customer-oriented individuals at Dobbs Truck Group.</strong>

Jackson, MS

Dobbs Truck Group

<strong>With locations throughout Arkansas, California, Louisiana, Mississippi, Oregon, Tennessee, and Washington, we are full-service dealerships, providing solutions to all of our customer&rsquo;s needs. Committed to ensuring complete customer satisfaction with an unmatched level of customer service, we push the boundaries to find innovative ways to cut down on service time, provide the lowest prices on parts, and offer our customers access to the highest quality trucks in the industry.</strong>

keywords: position summary,position details,quality assurance,operations,install,assist,performance,teamwork,compliance,knowledge,skills,degree,experience,network,transportation


Overview: <p>The Dobbs Truck Group is a growth company that successfully expands our operations and customer base through a high-quality team of employees.</p> <p>Dobbs Truck Group operates 25 commercial truck dealerships through two operating companies &ndash; Dobbs Peterbilt and Western Truck Center. These dealerships represent some of the best commercial truck brands including Peterbilt, Volvo, Mack, Autocar, and Hino and include locations in Arkansas, California, Louisiana, Mississippi, Oregon, Tennessee, and Washington.</p> <p>We offer a competitive benefits package including medical, dental, vision, long-term disability, life insurance, and 401(k), as well as paid vacation and sick leave. Our Company is looking for long-term employees that we can invest in and grow with as we pursue our mission of being the premier commercial truck dealer group.</p> <p><strong>I. General Job Description</strong></p> <p>This position provides service and support to both operational and production employees. In addition, the primary duty is to maintain and support the Business Systems and Environments to keep the Business operational. Secondarily, this position serves as a resource for customer issues and requests for information technology services and support. This position will be expected to exercise independent judgment and discretion in the triage of issues and requests of significance while providing high quality end user IT services to all employees, partners, and customers, delivering an excellent customer service experience. In addition, installations, modifications and general support of computer hardware and software systems, applications and environments, and provide technical advice and support to system users.</p> <p>The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.</p>
Responsibilities: <ul> <li>Provide high quality end user support and services while providing excellent Customer Service to all employees and partners.</li> <li>Triage customer issues and requests through various tools, troubleshooting, and resolving end-user technology issues.</li> <li>Set-up of user accounts, permissions, and application access.</li> <li>Assign SAManage tickets to all other IT disciplines, and document all activity appropriately, while communicating appropriate status to the end user.</li> <li>Procure, install, repair, replace, and update Personal Computers, Smartphones, Tablets, mobile computing devices, computing hardware, printers and hardware, and computing accessories.</li> <li>Install applications as directed.</li> <li>Work directly with the rest of the IT Team to provide feedback and testing results on computer images to ensure stable computing environments.</li> <li>Work with all company and Equipment IS organizations to accommodate customer issues and requests, and follow them through to completion.</li> <li>Escalate incidents related to software, hardware, and interfaces, documenting progress and resolution of incidents.</li> <li>Ensure critical events are communicated in a timely manner to the appropriate parties for tracking of the issue until resolution.</li> <li>Ensure customer requests for service are handled in a manner that promotes high customer satisfaction and provides customer with a positive experience.</li> <li>Adhere to documented standards, policies and procedures for documentation, ticketing processes, and Customer Service &amp; Relationship Management handling expectations.</li> <li>Ability to clearly gather pertinent information associated with customer issues, needs &amp; requirements, and communicate thoroughly to other IT Team members during ticket handoff in order to minimize customer interruptions and avoid duplicate information requests.</li> <li>Provide training or mentoring to other team members regarding technical and application support.</li> <li>Makes or recommends process, policy or procedures to ensure the information for troubleshooting issues and proven resolutions are repeatable by all support team members. Assist with resolving these issues with new process improvements.</li> <li>Design automation scripts for use by other Tech Support team members.</li> <li>Develop and maintain technical documentation associated with troubleshooting customer hardware and software issues.</li> <li>Administer e-mail.</li> <li>Assist in research and procurement of computer accessories and supplies. Verify backup jobs have completed and periodically tests the backup job for restorability.</li> </ul>
Requirements: <ul> <li>2 years of IT customer service related experience in a position with the same or similar primary duties.&nbsp;</li> <li>Basic knowledge of Internet Explorer, Microsoft OS from Windows XP to Windows 10, basic UNIX, and TCP/IP network, hardware configuration, including PC&rsquo;s, printers, servers and other peripherals.&nbsp;</li> <li>Basic knowledge of monitoring software and call tracking systems.&nbsp;</li> <li>Intermediate knowledge of MS Office, Outlook and Outlook Web access.</li> <li>Basic knowledge of virtual computing environments (VMware, Citrix).&nbsp;</li> <li>Basic knowledge of Network Infrastructure, LAN/WAN Web Technologies, applications, and remote access, VPN.&nbsp;</li> <li>Basic knowledge of remote control tools to remotely resolve customer issues.</li> <li>Basic knowledge of smart phones and tablets.&nbsp;</li> <li>Basic knowledge of ACD, application interface engines, database structure and logic, report-writing tools.&nbsp;</li> <li>Ability to communicate effectively with customers who may have a limited knowledge of computer systems operations and equipment.&nbsp;</li> <li>Clearly document ticket progress and ticket closure details using standard PH&amp;S toolset.</li> <li>Basic knowledge of Knowledge management tools.</li> </ul> <p><strong>III. Desired Job Qualifications</strong></p> <ul> <li>Undergraduate degree in Computer Science, Electrical Engineering, Information Systems or related; or Associate&rsquo;s degree in IT or IT related industry plus 2 years of IT experience; or 4 years of IT experience.&nbsp;</li> <li>A+, Network+, CCNA, MCSE, RHCE, MCSA, CSA, ACE, CCIE, or MCDBA.</li> <li>Significant knowledge of Internet Explorer, Microsoft OS from Windows XP to 10, MS Office, basic UNIX, and TCP/IP network, hardware configuration, including PC&rsquo;s, printers, servers and other peripherals.&nbsp;</li> <li>Advanced knowledge of Outlook and Outlook Web access.&nbsp;</li> <li>Advanced knowledge of remote control tools to remotely resolve customer issues.&nbsp;</li> <li>Advanced knowledge of smart phones, and tablets. Strong organization and communication skills.</li> <li>Ability to solve complex IT problems in a timely manner.</li> <li>Ability to gather and analyze information skillfully.</li> <li>Access to personal transportation &ndash; moderate local travel required.</li> </ul> <p><strong>IV. Mental Capability Requirements</strong></p> <ul> <li><strong>Comprehension:</strong>&nbsp;Ability to understand, remember, and communicate routine, factual information.</li> <li><strong>Organization:</strong>&nbsp;Ability to organize and prioritize work schedule on short-term basis (more than 1 month).</li> <li><strong>Reasoning &amp; Decision Making:</strong>&nbsp;Ability to make decisions with moderate impact on immediate work unit.</li> <li><strong>Communication:</strong>&nbsp;Ability to express or exchange ideas by means of the spoken word, communicating orally with others accurately, loudly, and quickly.</li> <li><strong>Mathematics:</strong>&nbsp;Ability to compute, analyze, and interpret numerical data for reporting purposes.</li> </ul> <p><strong>V. Physical Demands and Work Environment</strong></p> <p>The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p> <p>While performing the duties of this job, the employee is occasionally required to stand, walk, sit, use hands and arms to handle or feel objects, tools or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch or crawl, talk or hear, and taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.</p> <p>While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate.</p> <p><strong>VI. Common Expectations of Performance for all Employees</strong></p> <p>The following includes common expectations for all employees of the Company. The evaluation of job performance will be based on these common expectations as well as the position-specific responsibilities described above.</p> <p><strong>Communications, Teamwork, and Feedback to Others</strong></p> <ul> <li>Contribute to a work environment that is based on trust and respect.</li> <li>Have discussions on a regular basis with their manager to discuss opportunities to best achieve individual performance objectives and departmental goals.</li> <li>Suggest ways to improve the efficiency of conducting their job duties.</li> <li>Promote continuous improvement and change to support company growth.</li> <li>Mentor others unselfishly.</li> <li>Give credit where it&rsquo;s due.</li> </ul> <p><strong>Company Loyal Policies and Work Ethic</strong></p> <ul> <li>Adhere to the policies contained in the Employee Handbook.</li> <li>Adhere to the Company&rsquo;s Employee Conduct Policy.</li> <li>Support management decisions toward meeting company goals.</li> <li>Be open and receptive to new ideas, regardless of their origin.</li> <li>Make prudent decisions, which are based on the best interest of the Company and its long-term future.</li> </ul>