Help Desk Technician

Yancey Bros. Co.

Austell (GA)

On-site

USD 42,000 - 62,000

Full time

23 hours ago

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Benefits offered by this job

Full benefits package

Technician tool allowances

Paid vacations

Wellness programs

401k plan with strong match

Employee profit sharing

Job summary

Yancey Bros. Co. in Austell, GA is seeking a Help Desk Technician to support employees with hardware and software issues, set up new computers, configure peripherals, and assist with network maintenance.

The role requires strong TCP/IP knowledge, Active Directory, and customer service; on-call rotations and occasional travel to Georgia branches are expected.

Competitive benefits include full medical, vision, dental, 401k, and ongoing training opportunities.

Qualifications

High school diploma or equivalent preferred.
Excellent verbal and written communication for technical and non-technical audiences.
Excellent customer services skills.
Strong technical problem solving abilities and research-driven conclusions.
Knowledge of Word, Excel, PowerPoint, Outlook; Ghost, SEP; AD, Group Policy, NTFS security; DNS/DHCP/SMB/FTP; PC hardware basics.

Responsibilities

Respond to end user requests via phone, email, or ticketing system.
Install, configure, and maintain hardware and software.
Administer workstation assets and user accounts.
Assist Network Administrator with network and server maintenance.
Create reports on tickets, assets, accounts as required.
Provide end user training and document procedures.

Skills

Technical support

Customer service

Problem solving

Windows OS

Networking basics

Education

High school diploma or equivalent

Tools

Word

Excel

PowerPoint

Outlook

Ghost

Symantec Endpoint Protection

Active Directory

Group Policy

NTFS security

DNS

DHCP

SMB

FTP

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.

What You Will Be Doing

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 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

Additional Responsibilities

Participate in required safety program, and work in a safe manner.
Additional duties as assigned by manager.

Who We Are Looking For

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 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

Preferred Qualifications/Skills

Bachelors’ degree preferred, but not required

Values

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

What We Offer

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 Structure