Help Desk Technician

Help Desk TechnicianFrom 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.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 personInstalls, configures, and maintains hardware (PC, tablet, phone, printer, scanner, fax, copier, etc)Installs, configures, and maintains software and operating systemsAdministers workstation assets by tracking computer equipment and installed softwareEnd user training as requiredCreate/Update/Delete user accountsAssists Network Administrator with network and server maintenanceMonitors and maintains applications and hardwareMonitors and maintain server and network backupsGather and respond to feedback from end user surveysDocument procedures for IT and end usersDocument work orders and keep users up-to-date on their casesGenerate reports on tickets, assets, accounts, etc. as requiredAdditional Responsibilities:Participate in required safety program, and work in a safe manner.Additional duties as assigned by manager.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 audiencesExcellent customer services skillsExcellent technical problem solving skills and the ability to understand complex and abstract conceptsA 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 panelsA 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 securityWorking 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 prioritiesAbility 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 regularlyAbility to diagnose and repair software problems remotelyAbility to work well under moderate pressureGood working knowledge of the Windows command lineAbility to script installs and administrative tasks is preferred, but not requiredMust 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 detailPreferred Qualifications/Skills:Bachelors' degree preferred, but not requiredValues: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 mannerExhibiting honesty and integrityActing in a fair and ethical mannerTeam mentalityDelivering quality resultsEmbraces change / improvementExhibiting superior customer service skillsExhibiting pride and ownershipWorking with a sense of urgencyExhibiting a winning attitudeYancey 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 PayIndividual Bonus Opportunities AvailableTechnician Tool Allowance401k Plan Strong Company MatchEmployee Profit SharingFinancial Wellness CoachingEmployee Wellness Program:Medical, Vision, Dental InsurancePrescription Drug CoverageFlexible Spending AccountsShort & Long Term DisabilityGroup Life InsurancePersonal Time Off:Paid HolidaysPaid Sick LeaveCareer Development:Tuition ReimbursementOngoing TrainingAdvancement OpportunitiesTravel Required: Yes. 15% of time to other branches in GeorgiaQualifications:Education:RequiredHigh School or better.PreferredBachelors or better.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. Yancey Bros.