Help Desk Technician

About the role

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.

Responsibilities

• Respond to end user requests via phone, email, ticketing system, or in person
• Install, configure, and maintain hardware (PC, tablet, phone, printer, scanner, fax, copier, etc)
• Install, configure, and maintain software and operating systems
• Administer workstation assets by tracking computer equipment and installed software
• Create/Update/Delete user accounts
• Aid Network Administrator with network and server maintenance
• Maintain applications and hardware
• 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

Qualifications

• 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, 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

Skills

• Working 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
• 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

Benefits

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 Individual Bonus Opportunities Available Technician Tool Allowance 401k Plan Strong Company Match Employee Profit Sharing Financial Wellness Coaching Employee Wellness Program Medical, Vision, Dental Insurance Prescription Drug Coverage Flexible Spending Accounts Short & Long Term Disability Group Life Insurance Personal Time Off Paid Holidays Paid Sick Leave Career Development Tuition Reimbursement Ongoing Training Advancement Opportunities