Technical Support Specialist 1

Holt of California is proud to be part of the elite group of Caterpillar dealers worldwide. We sell, rent and service a wide-variety of equipment Including Large and Small Construction Tractors, Forklifts, and Prime/Stand-by-Power Generation.

THIS POSITION IS LOCATED IN PLEASANT GROVE CA.

POSITION SUMMARY

As a Level 3 Technical Support Specialist, you will be responsible for addressing highly complex technical issues, providing expert-level guidance, and managing critical technical incidents. You will work closely with internal teams, customers, and third-party vendors to resolve issues and implement system improvements. This role requires in-depth knowledge of various IT systems, exceptional troubleshooting skills, and the ability to work under pressure to resolve technical problems in a timely manner.

QUALIFICATIONS REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Must have good PC skills and 10 key capabilities.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

DUTIES AND RESPONSIBILITIES

General

• Manage and maintain helpdesk Walkins, phone calls and tickets.
• Monitor performance on all networks across all platforms under the direction of the network team.
• Cross train and monitor the use of computer software and systems, making sure that all involved departments are utilizing the system properly and are aware of what is available.
• Responsible for customer support across all platforms used by all departments. This includes troubleshooting, problem solving, and utilizing all resources to resolve problems.
• Utilize and maintain all help desk documentation by logging calls, problems, and solutions.
• Perform network troubleshooting to isolate and diagnose common network problems.
• Perform backups and restores on end point devices.
• Install, upgrade, and configure directory structures, rights, security, and software on file servers and cloud systems under the direction of the systems team.
• Perform project requests, consistently meet deadlines, and provide follow up and communication from part of project to follow-up after completion.
• Respond to the needs and questions of users concerning their access to resources on the network. This includes timely response and follow-up.
• Provide support and partner with vendors to maintain wiring for facilities.
• Perform preventative maintenance for all equipment. Use tools to monitor performance and troubleshoot potential equipment failures.
• Support and monitor remote communications.
• Handle hardware configuration for all equipment (i.e., install components in PCs, assemble all new equipment, create device configurations, load operating systems and application software). Perform quality control checks before units are distributed.
• Perform iSeries operations: monitoring job logs, sequels, queries, and other tools running on the iSeries.
• Staying up to date with the current trends and advancements in scripting and related technologies.
• Security administration duties include ADManager, Azure Active Directory
• Maintain all mobile devices, tablets and integrations, partner with vendor to support systems
• Maintain all AV Audio and Visual equipment and conference room configurations.
• Work with vendors to troubleshoot issues.
• Use ATV tools, and patch update tools
• Low Code Development
• Use of Report writing tools Power BI, Excel, Snowflake
• Use of D365 suite of licenses, Excel, Word, PowerPoint, PowerApps
• Scripting knowledge (PowerShell)
• Use of AI tools, ChatGPT, and CoPilot
• Use of Project tools Asana or other comparable project solution
• Manage Unified Communications, partner with vendor to support systems
• Oversee life cycle replacement program for end point hardware
• Helpdesk Support knowledge
• Troubleshooting and debugging scripts and command-line tools.
• Documenting code and providing support to end-users.

Common:

• Maintain an organized, structured work area.
• Provide a high level of customer satisfaction skills. This includes use of all available telecommunications equipment (i.e., land lines, two-way radios, voicemail, etc.).  Answer the phone appropriately and promptly.
• Possible off-site on-call troubleshooting.
• Travel to other facilities to provide PC technician support and backup frequently.
• Other duties as assigned.

EDUCA