IT Support Technician - Lynchberg, Va

Military Spouse Corporate Career Network•Lynchberg, VA

4d•Onsite

About The Position

Custom Truck One Source has changed the way the industry looks at specialized truck and heavy equipment solutions. With sales, rentals, aftermarket parts and service, equipment customization, remanufacturing, financing solutions, and asset disposal, our team of experts, vast equipment breadth and integrated network of locations across North America offer superior service and unmatched efficiency for our customers. Your success is what's next with Custom Truck One Source. This role provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The technician will respond to queries either in person, via a ticketing system, or over the phone, and resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. This position involves performing remote troubleshooting through diagnostic techniques and pertinent questions, walking customers through problem-solving processes, and installing, modifying, and repairing computer hardware and software. The role also requires providing accurate information on IT products or services, directing unresolved issues to the next level of support personnel, creating knowledge base documentation, and following up to update customer status and information. The technician will also pass on customer feedback to the appropriate internal team and identify and suggest possible improvements on procedures. This role contributes to updating job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations. The position also protects the organization's value by keeping information confidential and accomplishes organization goals by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments.

Requirements

At least one year of related experience and/or training; or equivalent combination of education and experience.
Excellent listening and communications skills.
Ability to speak effectively both one-on-one and before groups of customers or employees.
Ability to read and interpret documents.
Ability to write routine reports and correspondence.
Good with basic math.
Must possess the ability to make mathematical computations with accuracy.
Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals.
Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
Ability to apply common sense understanding to carry out instructions.
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Ability to multi-task and establish priorities.
Ability to coordinate a number of complex tasks simultaneously while working under pressure to meet deadlines.
Ability to maintain positive and flexible attitude and approach towards assignments and successfully operate under ambiguous guidelines.
Ability to maintain organization in a changing environment.
Ability to determine proper course of action to resolve escalated customer service issues.
Ability to create momentum and foster positive organizational change.
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Skilled in PC usage and associated software including Microsoft Office (Word, Excel, Access, and PowerPoint).
Excellent planning, organizational skills and priority setting skills.
Well-developed interpersonal and communications skills.
Professional appearance and manner, business casual.
Ability to learn new software to compliment this function.
Must possess a strong work ethic.
Ability to work well with others.
Able to finish tasks/projects in a timely manner.
Highly organized, detail-oriented, delivering accurate and polished work.
Punctuality
Flexibility
Excellent telephone etiquette
Collaboration skills
Exceptional drive
Excellent verbal communications skills
Able to work with minimum supervision
Able to multi-task
Strong knowledge of MS Office (Word, Excel, Outlook)
Ethical Conduct
Technical Capacity
Time Management
Organizational Skills
Problem Solving/Analysis
Discretion
Thoroughness
Initiative
Abides by all laws, regulations, policies, work procedures and instructions
Abides by all safety rules, and, if applicable, uses appropriate safety equipment in designated areas

Responsibilities

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to queries either in person, via ticking system or over the phone.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Walk customer through problem-solving process.
Install, modify, and repair computer hardware and software.
Provide accurate information on IT products or services.
Direct unresolved issues to the next level of support personnel.
Create knowledge base documentation on process.
Follow-up and update customer status and information.
Pass on any feedback or suggestions by customers to the appropriate internal team.
Identify and suggest possible improvements on procedures.
Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Protects organization's value by keeping information confidential.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.