Desktop Support Specialist

Company Overview:

Fabick Cat is the authorized dealer of Caterpillar equipment, prime and stand-by power systems, parts and service, compact construction, and rental equipment for major portions of Illinois, Missouri, the entire state of Wisconsin and the Upper Peninsula of Michigan. We have been in business for over 100 years and are headquartered in Fenton, Missouri. For more information visit http://www.fabickcat.com/ 

Why Work For Us!

At Fabick Cat, you are beyond just an employee, you are a part of the Fabick family. A family that has worked so diligently to cement a legacy that was built over 100 years ago through a collective vision "To Ever Serve Our Customers Better". This legacy could not have been possible without first employing then developing the best and brightest talent the market has to offer. We believe it to be of the upmost importance to invest in our workforce by supporting and empowering employees to develop the necessary skills to become successful in their own career.... to become a legacy. Are you ready to join our family legacy to continue our existence as 'the greatest service organization of its kind' over the next 100 years? The Fabick family appreciates and values the ongoing commitment of its employees and is pleased to provide a highly competitive total compensation and benefits package.

Job Summary:

The Desktop Support Specialist provides technical support, user training, and endpoint management while ensuring IT security and integrity. The role requires technical and security proficiency, including expertise in provisioning, maintaining, and securing diverse endpoint systems. Experience with AI tools and the capability to troubleshoot AI-related functionalities are considered assets.

Responsibilities:

Support:

• Answer help desk calls and emails as it relates to Information Systems (IS) problems for internal Fabick Cat team members, create trouble tickets, and ensure tickets are routed properly for resolution
• Work with departmental team members to coordinate essential end user support duties
• Participate in special projects and innovation initiatives, including pilots exploring AI-based support automation.
• Participate in an On-Call rotation that includes resolving system issues and providing help desk services for users requiring after hours support
• Ensure audio visual equipment to support conference room meetings is online and functional
• Troubleshoot technology that supports our warehouse systems such as Zebra scanners and Zebra printers

Endpoint move adds and changes:

• Set up hardware/software for new Fabick Cat team members and replace existing hardware that is end of life.
• Installation of Caterpillar and other vendor provided software on PC's and workstations
• Use industry best practices to create and maintain PC images.
• Perform hardware and software configuration and maintenance on PC's and workstations as required to support internal clients
• Travel to different branch locations to conduct maintenance and inventories
• Provision, deploy and support equipment in support of Fabick Cat's telecommunication and collaboration systems, including mobile phones, desktop phones, headsets, busy lights, Microsoft Teams configurations, Microsoft Teams call flows, and receptionists call routing applications
• Manage and maintain shared printer environment, including assisting in managing printer services program
• Decommission devices from our systems and prepare them for recycling in accordance with IT asset disposal practices
• Determine annual computer ordering needs based on replacement cycles and team requirements
• Configure technology that supports our warehouse systems such as Zebra scanners and Zebra printers

Security:

• Monitor and respond to security incidents flagged by the email content management system, including investigating and addressing phishing attempts resulting from user interaction.
• Monitor various security portals including but not limited to Microsoft, Security Operations Center, and vulnerability scanning providers. Look for patterns or trends from these portals and address any identified issues either directly or by coordinating with appropriate team members
• Identify and facilitate resolution of oversharing issues that are identified within Microsoft SharePoint and OneDrive
• Conduct product research: Continuous training on new hardware/software upgrades

Qualifications:

• Bachelor's Degree that has a focus in Computer Networking, Hardware, Software or related field, or equivalent work experience
• Minimum of one-year experience in a technical support role with a background in customer service
• Requires one year's experience provisioning and supporting various technologies that make up Fabick Cat's telecommunications system which includes Teams, iPhones, headsets, and desk phones.
• Knowledge of PC hardware and laptop technology. Networking, Microsoft Windows, remote client connectivity and software installation and removal
• Experience using Generative AI tools such as ChatGPT, Claude, Gemini, or similar platforms
• Knowledge of artificial intelligence (AI) technologies and their applications in IT support and operations.
• Explore opportunities for AI-assisted diagnostics or scripting to streamline routine support tasks.
• General understanding of cybersecurity concepts, methods, and tools.
• Proven ability to deliver exceptional customer service by actively listening, empathizing with user concerns, and providing timely, effective solutions to technical issues.
• Ability to participate in after-hours On-Call support
• Strong analytical skills; able to assess and solve issues in a high-pressure environment
• Maintains a good understanding of IT industry trends
• Proficiency in MS Word, Excel and other business software applications
• Must be self-driven with the ability to work independently
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