Help Desk Technician

Job Description

Job 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.

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.

• 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

• 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.

• High school diploma or equivalent preferred.

• 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

• Bachelors’ degree preferred, but not required

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

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
• Individual Bonus Opportunities Available
• Technician Tool Allowance
• 401k Plan Strong Company Match
• Employee Profit Sharing
• Financial Wellness Coaching

• Medical, Vision, Dental Insurance
• Prescription Drug Coverage
• Flexible Spending Accounts
• Short & Long Term Disability
• Group Life Insurance

• Paid Holidays
• Paid Sick Leave

• Tuition Reimbursement
• Ongoing Training
• Advancement Opportunities