Help Desk Technician

Yancey Bros Co.; Austell, Northern (GA, KY); Hybrid; USD 42,000 - 58,000; Full time

Benefits offered by this job

Full benefits package

Tool allowances

Medical, vision and dental coverage

Employee wellness programs

Paid vacations

401k plan with strong company match

Employee profit sharing

Tuition reimbursement

Ongoing training

Job summary

Yancey Bros Co. is seeking a Help Desk Technician to support employees with hardware and software issues, manage user accounts, and assist network maintenance. Responsibilities include end-user training, report generation, and documenting procedures.

The role requires knowledge of TCP/IP, AD, and common business software. Travel to Georgia branches up to 15% is expected; HS diploma or higher is preferred, with a Bachelor’s degree a plus.

Qualifications

• Excellent verbal and written communication for technical and non-technical audiences.
• Strong problem solving and ability to understand complex concepts.
• Knowledge of common software like Word, Excel, PowerPoint, Outlook.
• Knowledge of TCP/IP networks and basic services (DNS, DHCP, SMB, FTP).
• Experience with Active Directory and group policy.

Responsibilities

• Respond to end user requests via phone, email, ticketing system, or in person.
• Install, configure, and maintain hardware and software; manage user accounts.
• Assist Network Administrator with network and server maintenance.
• Document procedures, work orders, and provide end-user training as needed.
• Generate reports on tickets and assets; monitor backups and performance.
• Travel up to 15% to other Georgia branches.

Skills

Technical support

Windows OS

Active Directory

TCP/IP networking

Troubleshooting

Customer service

Education

High School diploma or equivalent

Bachelor's degree preferred

Tools

Ghost

Symantec Endpoint Protection

Windows command line

Job description

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 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)

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
• 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

• Competitive Pay
• Technician Tool Allowance
• 401k Plan Strong Company Match
• Employee Profit Sharing
• Financial Wellness Coaching

Employee Wellness Program

• Prescription Drug Coverage
• Flexible Spending Accounts
• Short & Long Term Disability
• Group Life Insurance

Personal Time Off

• Paid Holidays
• Tuition Reimbursement
• Ongoing Training

Travel Required

Yes . 15% of time to other branches in Georgia

Qualifications

Skills

Behaviors

:

Motivations

:

Education

Required

High School or better.

Preferred

Bachelors or better.

Experience

Licenses & Certifications

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.