End User Support Specialist - Corporate Office

Bob Moore Auto Group, LLC

About The Position

Responsibilities described in this section are fundamental to success in this position. 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

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