What are the responsibilities and job description for the IT Help Desk Technician position at The Pete Store?
The Pete Store has grown from a single location in 2001 to become one of the largest and most respected truck dealers in the world today. Our secret to success isn’t much of a secret at all: We prioritize hiring, training, and supporting great people above everything else – even our customers. Employees come first at The Pete Store because we believe that the better we take care of our employees, the better they will take care of our customers.
If you are looking for a place where you are valued, supported, and can be a part of building something truly special, look no further. Let’s get to work!
Benefits:
- Affordable employee health Insurance (medical, dental, vision)
- 401K with company match
- Paid holiday and vacation
Provide technical assistance and support to end users on a variety of issues related to computer systems, software, and hardware. Must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. Document, track and monitor the problem to ensure a timely resolution.
ESSENTIAL DUTIES
- Provide courteous, timely, and effective technical support to end users via phone, email, chat, and in person through the Service Desk.
- Perform remote and onsite troubleshooting of hardware, software, and network-related issues, ensuring minimal disruption to business operations.
- Install, configure, modify, and repair computer hardware, software, and peripherals, including printers, scanners, and mobile devices.
- Create, modify, and terminate user accounts and permissions in all enterprise applications.
- Maintain accurate asset inventory records, track IT equipment assignments, and ensure compliance with company policies.
- Assist with the setup, maintenance, and troubleshooting of VoIP phone systems
- Provide end-user training and guidance on IT best practices, software applications, and security policies.
- Monitor and manage IT service tickets using a ticketing system, ensuring proper documentation and timely resolution.
- Support network connectivity issues, including troubleshooting Wi-Fi, VPN, and LAN/WAN configurations.
- Ensure compliance with IT security protocols by identifying and mitigating potential threats such as phishing, malware, and unauthorized access.
- Participate in IT projects, such as system upgrades, office relocations, and technology rollouts.
- Travel to various locations as required to provide onsite technical assistance and support technology projects.
- Collaborate with senior IT staff to recommend and implement system improvements.
- Stay up to date with industry trends, emerging technologies, and best practices to enhance IT support services.
- Deliver excellent customer service by maintaining professionalism, patience, and empathy in all interactions.
- Perform additional tasks and responsibilities as assigned by IT management.
EDUCATION and/or EXPERIENCE
Minimum 1 year of experience in IT Helpdesk support or Associate degree in Information Technology, Computer Science, or a related field preferred.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, stand, walk, stoop, kneel, crouch, and manipulate (lift, carry, move) light to medium weights of 10-50 pounds. The associate is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to reach with hands and arms, talk and hear.
REASONING ABILITY
Demonstrate ability to effectively troubleshoot problems using logic and reasoning.
POSITION TYPE/EXPECTED HOURS OF WORK
This is a full-time position, Monday through Friday, 8 a.m. to 5 p.m., with a monthly rotating evening and weekend on-call schedule. Occasional overtime and travel (including overnight stays) will be required to fulfill responsibilities at remote branches.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. As needed, employees must be willing to perform tasks outside their job description. Management reserves the right to alter this description at any time.
All applicants who accept employment will be required to complete a pre-employment drug/BG/MVR screen.
The Pete Store is an equal opportunity employer. All employees and potential employees will be recruited, selected, trained, compensated, promoted and if necessary, disciplined without regard to sex, race, religion, age, national origin, color, disability, status as a veteran, or any other classification protected by federal, state, or local law.
Employees holding a CDL license are classified in a “safety sensitive” position as defined by the United States Department of Transportation drug and alcohol testing regulations. As a “safety sensitive” classification, you will be subject to drug and alcohol testing, including random testing.
