Technical Support Specialist

Technical Support Specialist

Dobbs Truck Group operates 21 commercial truck dealerships representing premier commercial truck brands including Peterbilt, Volvo, Mack, Autocar, and Hino throughout locations in Arkansas, California, Louisiana, Mississippi, Oregon, Tennessee, and Washington State.

This position is responsible for delivering comprehensive service and support to both operational and production employees. The primary focus is to maintain and support the organization's business systems, applications, and environments to ensure seamless operations.

The Technical Support Specialist is expected to exercise sound judgment and discretion when triaging and prioritizing issues of significance, ensuring timely and effective resolution. This position plays a critical role in providing high-quality, end-user IT services to employees, partners, and customers, while consistently delivering exceptional customer service experience.

The duties described reflect the general nature of the position and additional related responsibilities may be assigned as business needs evolve.

Responsibilities

• Deliver exceptional frontline IT support with a strong focus on responsiveness, professionalism, and clear communication across all levels of technical proficiency.
• Triage customer issues and requests through various tools, troubleshooting, and resolving end-user technology issues.
• Set-up of user accounts, permissions, and application access.
• Manage and route service tickets using the ITSM platform (e.g., Service Desk), ensuring accurate documentation and timely status updates to end users.
• Procure, install, repair, replace, and update desktop computers, laptops, tablets, printers, smartphones, and other computing accessories.
• Deploy and configure approved software applications in accordance with IT standards and user requirements.
• Collaborate with IT team members to test and refine system images, ensuring consistent and reliable endpoint deployments.
• Work together with internal teams to address customer issues and requests, ensuring timely resolution and follow-through to completion.
• Ensure all events are documented and communicated to the appropriate parties in a timely manner for tracking purposes until the issue is resolved.
• Ensure customer requests for service are handled in a manner that promotes high customer satisfaction and provides the customer with a positive experience.
• Adhere to documented standards, policies and procedures for documentation, ticketing processes, and Customer Service & Relationship Management handling expectations.
• Ability to clearly gather pertinent information associated with customer issues, needs & requirements, and communicate thoroughly to other IT Team members during ticket handoffs to minimize customer interruptions and avoid duplicate information requests.
• Provide training or mentoring to other team members regarding technical and application support.
• Recommend and document repeatable troubleshooting procedures and best practices to enhance team efficiency and knowledge sharing.
• Develop and maintain PowerShell or other automation scripts to streamline support workflows and improve service delivery.
• Administer and support enterprise email systems, including Microsoft 365 and Outlook, ensuring reliable access, mailbox management, and user support across all platforms.
• Assist in research and procurement of computer accessories and supplies.

Minimum Job Qualifications

• Associate's degree in Computer Science, Information Systems, or a related field with three years of IT customer service or technical support experience in a similar role.
• Working knowledge of Microsoft Edge and other common browsers such as Google Chrome and Mozilla Firefox.
• Proficiency in hardware configuration, diagnostics, and repair for PCs, laptops, printers, and peripherals.
• Expertise in Windows 10 and Windows 11 environments, including configuration, troubleshooting, and upgrades.
• Experience supporting Microsoft 365 environments and applications, including M365 Admin Center, Exchange Online, Outlook Web Access (OWA), Teams, and Copilot.
• Ability to maintain and create PowerShell scripts.
• Basic understanding of TCP/IP networking protocols, DHCP, and DNS.
• Adept with Active Directory user account and group management.
• Experience with VoIP technologies, including RingCentral setup, support, and configuration.
• Advanced experience configuring and troubleshooting client VPN connectivity.
• Familiarity with remote monitoring and management (RMM) tools for proactive system oversight and support.
• Strong documentation skills to record progress and resolution details in ticketing systems.
• Proven ability to independently manage and resolve multiple complex IT issues while collaborating effectively in a team environment.
• Demonstrate initiative, strong willingness to learn, and a proactive approach to delivering exceptional customer service in a fast-paced environment.
• Ability to communicate technical information effectively to customers with varying levels of technical knowledge.
• Reliable transportation and willingness to travel as needed to support remote sites or customers.

Desired Job Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field with five or more years of progressively responsible experience in IT support environments.
• Relevant certifications such as CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Administrator Associate, Microsoft Certified: Azure Fundamentals, Cisco Certified Network Associate (CCNA), or equivalent.
• Expertise in supporting and managing mobile devices (smartphones and tablets) across multiple platforms using Mobile Device Management (MDM) solutions such as Meraki and Intune.

Mental Capability Requirements

• Comprehension: Ability to understand, retain, and clearly communicate technical and procedural information.
• Communication: Strong verbal communication skills with the ability to convey technical concepts clearly and respectfully to both technical and non-technical audiences.
• Organization: Ability to effectively prioritize and manage multiple tasks and deadlines in a dynamic work environment.
• Reasoning & Decision Making: Demonstrated ability to analyze problems, evaluate options, and make sound decisions that support team and business objectives.
• Mathematics: Ability to interpret and analyze numerical data for reporting, troubleshooting, and performance metrics.

Physical Demands and Work Environment

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.

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 50 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.

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.

Common Expectations of Performance for all Employees

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.

Communications, Teamwork, and Feedback to Others

• Contribute to a work environment that is based on trust and respect.
• Have discussions on a regular basis with their manager to discuss opportunities to best achieve individual performance objectives and departmental goals.
• Suggest ways to improve the efficiency of conducting their job duties.
• Promote continuous improvement and change to support company growth.
• Mentor others unselfishly.
• Give credit where it's due.

Company Loyal Policies and Work Ethic

• Adhere to the policies contained in the Employee Handbook.
• Adhere to the Company's Employee Conduct Policy.
• Support management decisions toward meeting company goals.
• Be open and receptive to new ideas, regardless of their origin.
• Make prudent decisions, which are based on the best interests of the Company and its long-term future.

We are an Equal Opportunity Employer

Dobbs Truck Group operates 25 commercial truck dealerships through two operating companies – Dobbs Peterbilt and Western Truck Center.

Dobbs Peterbilt and Western Truck Center are equal opportunity employers that values a broad diversity of talent, knowledge, experience, and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. Dobbs Peterbilt and Western Truck Parts do not discriminate in hiring or employment on the basis of race, color, religious creed, national origin, sex, ancestry, pregnancy, genetic information, gender identity, sexual orientation