Help Desk Specialist

Job Posted: October 26th, 2021

Location: Fenton, Missouri, US



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 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

This position is responsible for owning and addressing incidents logged by telephone, email, or online ticket system.  Summary of duties include answering telephones, communicating with end-users, diagnosing and resolving hardware and software issues, troubleshooting printer problems, replacing hardware, imaging computers, providing access to various IT systems, and installing or upgrading software on clients' machines. IT Help Desk Support Specialist responds to telephone, email, and on-line requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Identifies, researches, and resolves technical problems of moderate complexity.



Additionally, IT Help Desk Support Specialist may coordinate with other teams or departments to resolve user problems; contacts third-party vendors for service repair when required; schedules jobs, and monitor system activity and backups. May train, coach or assist less experienced team members.



Responsibilities




* Respond to telephone calls, email, and online requests for technical support from local and remote end-users. Document end-user issues in the help desk ticketing system. Provide technical assistance and in-depth technical support for incoming queries and issues related to computer systems, hardware, and software, and follow up with customers to ensure the issue has been resolved.
* Provide hardware and software support by troubleshooting and diagnosing issues of moderate complexity, and documenting fixes.
* Image and configure computer hardware, software, and printers.
* Perform user account set up and maintenance within multiple business systems.
* Assist with end-user hardware and software deployments.
* Create user level training documentation and add solutions to the knowledge base as needed.
* Maintain process and resolution documentation.
* Assist with mobile device setup and deployment, cell phones, smart phones, tablets, etc.
* Test problems with business system software.
* Other duties as required.



Qualifications


* AS Degree or equivalent work experience required.
* BS Degree in Information Systems or equivalent work experience.
* Minimum 3-5 years of experience in a Help Desk environment
* MS Office / MS Office M365
* Active Directory User Management
* Experience installing PCs and peripherals.
* Experience troubleshooting Mobile Phone Issues
* Experience remote installing and troubleshooting software in a corporate environment.
* IBM iSeries experience is a plus.
* Excellent written and oral communication skills
* Desire to provide exceptional customer service.
* Problem solving and critical thinking skills.
* The ability to work co-operatively as part of a team.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit for long periods, stand, walk, bend and stoop to perform the essential functions of this job. Occasionally lift and/or move up to 20 pounds.

Equal Employment Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.





Qualifications


* AS Degree or equivalent work experience required.
* BS Degree in Information Systems or equivalent work experience.
* Minimum 3-5 years of experience in a Help Desk environment
* MS Office / MS Office M365
* Active Directory User Management
* Experience installing PCs and peripherals.
* Experience troubleshooting Mobile Phone Issues
* Experience remote installing and troubleshooting software in a corporate environment.
* IBM iSeries experience is a plus.
* Excellent written and oral communication skills
* Desire to provide exceptional customer service.
* Problem solving and critical thinking skills.
* The ability to work co-operatively as part of a team.

Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit for long periods, stand, walk, bend and stoop to perform the essential functions of this job. Occasionally lift and/or move up to 20 pounds.

Equal Employment Opportunity Employer of Minorities, Females, Protected Veterans and Individuals with Disabilities.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled
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