Technical Support Specialist - Military veterans preferred

Description:

The Dobbs Truck Group is a growth company that successfully expands our operations and customer base through a high-quality team of employees.

Dobbs Truck Group operates 25 commercial truck dealerships through two operating companies – 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.

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.

I. General Job Description

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. Additionally, the role serves as a key resource for resolving customer issues and fulfilling requests for IT services and support.

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.

Responsibilities include installation, configuration, modification, and general support of computer hardware, software, applications, and related systems. The role also involves offering technical advice, training, and assistance to system users.

The duties outlined below represent examples of the types of work that may be performed. They are not intended to be a comprehensive list, and additional responsibilities may be assigned as needed if they are similar, related, or logically aligned with the position.

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 Personal Computers, Smartphones, Tablets, mobile computing devices, computing hardware, printers and hardware, and 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.
• Escalate incidents related to software, hardware, and interfaces, documenting progress and resolution of incidents.
• Ensure critical events are communicated in a timely manner to the appropriate parties for tracking of the issue until resolution.
• 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.
• Develop and maintain technical documentation associated with troubleshooting customer hardware and software issues.
• Administer and support enterprise email systems, including Microsoft Exchange Online and Outlook, ensuring reliable access, mailbox management, and user support across all platforms.
• Assist in research and procurement of computer accessories and supplies. Verify backup jobs have completed and periodically tests the backup job for restorability.

II. Minimum Job Qualifications

• 3 years of IT customer service or technical support experience in a role with similar primary duties.
• Working knowledge of Microsoft Edge and other common browsers such as Google Chrome and Mozilla Firefox.
• Proficiency in Windows 10 and Windows 11 environments, including configuration, troubleshooting, and upgrades.
• Basic understanding of TCP/IP networking protocols, DHCP, and DNS.
• Adept with Active Directory for user account and group management.
• Experience with VoIP technologies, including RingCentral setup, support, and configuration.
• Experience with client VPN configuration and troubleshooting for remote connectivity.
• Understanding of computer hardware configuration and support for PCs, laptops, printers, servers, and related peripherals.
• Experience supporting Microsoft 365 environments and applications, including M365 Admin Center, Exchange Online, Outlook Web Access (OWA), and PowerShell for administrative tasks.
• Basic knowledge of VMware, Hyper-V, and Azure cloud-based infrastructure concepts.
• Familiarity with remote support tools for diagnosing and resolving end-user issues.
• Experience supporting mobile devices (smartphones and tablets) across multiple platforms using a Mobile Device Management (MDM) solution.
• Ability to communicate technical information effectively to customers with varying levels of technical knowledge.
• Strong documentation skills to record issue progress and resolution details in ticketing systems.
• Familiarity with remote monitoring and management (RMM) tools for proactive system oversight and support.
• Must have reliable transportation and be willing to travel locally as needed to support remote sites or users.

III. Desired Job Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field; or Associate's degree in an IT-related discipline plus 3 years of IT experience; or 5+ years of progressively responsible experience in IT support or help desk 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.
• Advanced expertise in Windows 10 and Windows 11 operating systems, including configuration, administration, and troubleshooting.
• Proficiency in Microsoft 365 environments, including Exchange Online, Microsoft Teams, SharePoint Online, OneDrive for Business, M365 Admin Center, Outlook, OWA, and PowerShell for administration and automation.
• In-depth knowledge of Active Directory, Group Policy, DHCP, DNS, TCP/IP networking and SD-WAN technologies.
• Advanced troubleshooting and support skills for VoIP technologies, including RingCentral configuration and administration.
• Advanced experience configuring and troubleshooting client VPNs and implementing secure remote access solutions.
• Strong knowledge of VMware and Hyper-V virtualization technologies, as well as foundational understanding of Azure cloud services.
• Proficiency in hardware configuration, diagnostics, and repair for PCs, laptops, servers, printers, and related peripherals.
• Expertise in supporting and managing mobile devices (smartphones and tablets) across multiple platforms using Mobile Device Management (MDM) solutions such as Intune.
• Proficiency in using remote support tools to efficiently diagnose and resolve complex technical issues.
• Excellent problem solving, organizational, and communication skills with the ability to explain technical concepts to non-technical users.
• Proven ability to independently manage and resolve multiple complex IT issues while collaborating effectively in a team environment.

IV. 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.

V. 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.

VI. 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, or marital status; or on the basis of age against persons whose age is 40 and over, or on the basis of physical or mental disability; or to disabled veterans or to Vietnam veterans.

We are proud to be an affirmative action employer and encourage minorities, women, individuals with disabilities, and veterans to join our team.

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