IT End User Services Representative

Stowers Machinery Corporation•Miami, FL

3d•Hybrid

About The Position

The IT End User Services Representative oversees all end-user support functions across all Southern Florida locations, ensuring employees receive timely, effective technical assistance. This role is crucial for supporting the expansion of Stowers Machinery into Southern Florida through Coastal Construction Equipment, LLC, the region's CAT Compact Equipment Dealer. The position strengthens the company's ability to provide customers with exceptional sales, rental, parts, and service support during a period of growth.

Requirements

Strong understanding of end-user support, helpdesk operations, and IT service management.
Knowledge of hardware, software, networking basics, and common enterprise applications.
Excellent communication and customer service skills.
Ability to analyze support trends and implement improvements.
Three or more years of experience in IT support
Ability to manage multiple priorities in a fast-paced environment.
Experience with ticketing systems, asset management tools, and remote support technologies.
Ability to work in an office environment with extended periods of computer use.
Ability to lift and move computer equipment as needed.
Ability to communicate technical information clearly to non-technical users.

Nice To Haves

Experience managing IT support teams in a multi-location environment.
Familiarity with ITIL practices, ticketing systems, and enterprise support tools.

Responsibilities

Oversee ticket queues, service levels, and support workflows across all Florida locations.
Coordinate onboarding and offboarding processes, including device setup and account provisioning.
Maintain documentation for support procedures, troubleshooting steps, and system usage.
Collaborate with IT leadership, system administrators, and department managers to address recurring issues and improve service quality.
Provide hands-on support for escalated technical problems when needed.
Ensure hardware and software standards are followed across the organization.
Monitor support metrics and identify opportunities to improve efficiency and user satisfaction.
Support planning and execution of system upgrades, deployments, and technology rollouts.
Troubleshoot user issues related to devices, applications, access, connectivity, and workflow problems.
Investigate root causes of recurring issues and coordinate long-term solutions with IT teams or vendors.