End User Support Specialist - Shared Services Center

Bob Moore Auto Group, LLC•Oklahoma City, OK

8d•Onsite

About The Position

This role serves as the first point of contact for customers needing technical assistance via phone, email, or in person. The specialist will perform remote troubleshooting, determine the best solutions, and guide customers through problem-solving processes. They will also handle workstation configurations, assist with new user onboarding, and ensure all necessary equipment is in place. The position involves installing, testing, and configuring new hardware and software, documenting issues and resolutions, and following up with customers. Additionally, the specialist will relay customer feedback, suggest procedural improvements, analyze and isolate issues, and operate within a team environment. This role requires independent work with minimal supervision and may involve special projects. A unique aspect is the use of a personal device for multi-factor authentication to enhance company network security.

Requirements

4+ years’ experience in Microsoft Windows desktop support
3+ years’ experience in Microsoft Office product suite support
Experience installing/configuring desktop phones and printers
Accustomed to working regularly with desktop, notebook, handheld, and server computer hardware
Ability to work with local and wide area network design, implementation, and operation
Ability to coordinate with vendors, contractors, etc.
Working knowledge of various office productivity software programs, such as Microsoft Office products and communication hardware/software
Strong verbal and written communication skills
Ability to train employees on the use of all IT applications
Ability to effectively communicate through verbal and written mediums, with individuals across the leadership spectrum
Proven ability to deliver exceptional customer experience
Employee must be able to pass a drug/alcohol urinalysis

Nice To Haves

Experience with Apple products is considered a plus
Knowledge of CDK DMS is considered a plus

Responsibilities

Serve as the first point of contact for customers seeking technical assistance over the phone, email or in person
Perform remote troubleshooting through diagnostic techniques and pertinent questions
Determine the best solution based on the issue and details provided by customers
Walk the customer through the problem-solving process
Direct unresolved issues to the next level of support personnel
Modify configurations, utilities, software default settings, etc. for the local workstation
Assist with onboarding of new users
Ensure each workstation has a computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment
Install, test, and configure new workstations, peripheral equipment, and software
Record events and problems and their resolution in tickets
Follow-up and update customer status and information
Pass on any feedback or suggestions by customers to the appropriate internal teams
Identify and suggest possible improvements on procedures
Analyze and isolate issues
Operate in a team environment
Uses personal device to provide an additional layer of security for company network and site access through multi-factor authentication.
Work independently with minimal direct supervision
Perform various tasks and duties, including special projects, as assigned